Now think of all the people who never tell you and just move on. They don’t get to use a useful tool and you don’t get the customer. Lose-lose.
> if you reach out to our customer support team we can convert a small file for free for you.
Which costs you money via the time spent on support.
> Maybe we should add a free trial tho.
From your grandparent comment, it seems you offer different prices based on the number of artboards. Maybe the trial is instead a free tier which only works on files up to X MB in size with at most Y artboards.
This.
> Which costs you money via the time spent on support
And this.
But the most important thing is what for any (we based) service I expect a zero amount of friction.
Contacting support is way too much for my 21sr century ass.
Edit: I leave the typos as a reminder not to drink and comment.
This also nets the company lots of good karma by letting many others out of one-off binds where they are stuck with a file they cannot open.
Getting the company name out there as a dependable savior will make your brand stand out in casual conversations.
Then it will be an easy sell to agencies that actually use these kinds of products and are willing to pay for them.
However, don’t try to upsell from the free tier, and don’t make it annoying to use. It will make people avoid the free service. You want users to tell others of the great service that saved their bum just before the looming deadline.
And with that particular name, the company could even base its marketing on literally that.
Sooo, a preview or a trial or some recourse like easier refunds (even back into credits) would be to improve the perception