Whether we like it or not, sometimes our customers decide to delete their account on our site and use another similar service. Whatever the reason for the customer wanting to delete their account on our site, making this action difficult could only create very negative emotions from the experience and as a result, they will be transferred to our brand. When a customer has decided not to use our services, we should be as calm and understanding as possible to the situation and the person’s wishes.
Everything will be fine. Users come and go. We must be ready for this situation and not restrict their movement.
Make it easy to delete user accounts, but not so that it can happen by mistake. Try to understand the reason for deleting the account, but do not get in the way.
Steps
1. Add a delete button
There should be a link/button to delete the account in the user profile. Again, don’t make the process complicated. Neither the deletion nor the finding of this button.
The button should be visible both on the customer’s profile and on the technical support page.
2. Ask for the reason
Feedback, especially from dissatisfied customers, is of great importance to any business. It will show where you are going wrong, where you can be better, and, ultimately, how to retain your remaining and future customers.
Formulate your request in a way that shows the customer who has decided to delete their account with you that the feedback is really important and will be taken into account in the name of improving the overall experience of other customers.
3. Explain what it means to delete an account
Explain what exactly happens to the customer’s information when the account is deleted. Do you completely delete the data? Would it be possible, if the person decided, to restore the account and/or the data in it? If so, for how long? How much of the information is kept?
Instagram and Facebook, for example, give you 30 days in which you could think about it and potentially restore your account. Do you do this for your customers? If so, for how long?
4. Confirm account deletion
Once the customer understands what they are doing and has confirmed their choice, reassure them that the action has been taken. If it will be taken at a future time, let them know that too. If they have the opportunity to change their mind, inform them.
