This email is a continuation of the previous one. You can read it by clicking here

I'm writing this email at Shopify Unite London.

Sitting on a sofa and chilling. What a great event.

Yesterday was amazing and I've met many of you in person!

But today was special... I gave my first talk in English. And I loved it!

This is me on stage 👇

During this talk I shared 6 critical points for a successful Shopify App that I will share with you right now:

1. Reviews are important

2. Don't only use the Shopify App Store

3. Have a good app listing

4. Track your data

5. Optimize your onboarding

6. Have fun

Now obviously I detailed each point in my talk. And I think you'll be able to watch my talk later as Shopify recorded everything. I'll let you know!

Honestly, I was nervous.

I was on my chair and suddenly heard "Welcome on stage, Mat De Sousa" and my heart started beating faster.

Strange feeling. 😅

Your body is like preparing yourself for something dangerous. Even if it's not!

And when I started talking, it was gone, in 3 seconds, no more pressure.

And I did my talk, properly, and people loved it!

This is the most important! I wanted people to get value and I wanted them to be entertained as well!

Wins of the week

My first talk in English 📣

I have to talk about that, obviously, haha.

I finally gave my first talk in English! And for Shopify!

Look, I already did many talks in Paris, but it was always in French. And when you have to do it in another language, it's always complicated.

So I'm very proud and happy that I've done it!

Tutorial of the week

Many people are interested about how I work on retention for my Shopify Apps.

So here we go, I'll share with you the processes and the things we do at WideBundle to improve it.

It works in 2 steps. Before uninstallation and after uninstallation.

After uninstallation

Unfortunately, we don't have many ways to understand why merchants are leaving. When a user uninstalls the app, he receives a simple form where he has to say why he uninstalled it.

The problem with that form is that you can't change the responses and users don't take it seriously.

It's hard to know how people are feeling. And I hope that one day Shopify will think about it and let us update the answers!

So what we do instead is that we send an email right after they uninstalled using Klaviyo.

Based on when they uninstalled, they will receive a different email.

• In free-trial, one email

• Paid users paying for less than 1 month, another email

• Paid users paying for more than 1 month, another email

Profiles are different, so your emails have to be different too. You can't ask the same things if they're here for months or if they're here for a few days.

We send them an email with buttons they can press to let us know why they uninstalled. Then we received the replies and can see the most common reason.

And we have 2 different versions of the emails. One in French and one in English. People will reply more if they receive an email in their language. So if you can segment your lists, do it.

But to be honest, we don't receive that many replies. So instead, we try to understand why people are saying and not why people are leaving. You see the difference?

Before uninstallation

The goal here is to understand why people are staying on the app.

If you can understand it, you'll be able to attract more of them and you'll be able to build features these people want. Because they are the ones bringing you money!

So our method for that is simple:

• When someone opens the dashboard, it activates a script

• This script will check for: how many months the user has been using the app, how much money he made with our apps, etc...

• Based on the results, we'll send a message in Slack to our customer success channel. We'll add the person's name, the store, and a link so someone from our team can contact him on the live chat.

• After clicking on the link, you get redirected to a conversation on Crisp where we ask them if we can ask them something quickly. (The goal is to engage with them). And this is the best moment since they just opened the dashboard! They are willing to use your app! That's your time

• Then once we engage with them we'll ask them for a call. And during this call we'll try to understand: what they want, what they like and want to see on the app.

This helps us create the roadmap and change our app based on this valuable feedback.

So go ahead, talk to your customers, understand what they want and make sure you attract more great customers 🙏

Thank you for reading this email!

See you next week,

Mat 😁