Customer Communications
This page covers how RoundTrip communicates with prospects and customers — from the first touchpoint through to ongoing customer success. Consistent, on-brand communication builds trust and reduces churn.
All customer communication follows the Brand Voice & Messaging guidelines — direct, specific, and human.
Communication Principles
Respond fast. In the trades industry, responsiveness is a signal of reliability. If we are slow to respond to a prospect or customer question, we are undermining the promise of a product that helps them respond faster to their own clients.
Be a person, not a company. Emails from "The RoundTrip Team" feel cold. Emails from Pete or Robin feel like a real relationship. At our current stage, all customer communication should come from a real person.
Never leave someone hanging. If you cannot answer a question fully, acknowledge it and give a timeline. "I don't know, but I'll find out and get back to you by tomorrow" is a great response. No response is never acceptable.
Keep records. Log all significant customer interactions in Linear or a future CRM. If a customer reports a bug, create a ticket. If a customer requests a feature, document it.
Communication Channels
| Channel | Use For | Response Time Target |
|---|---|---|
Email (hello@traxsgroup.com) | General enquiries, support, onboarding | Within 24 hours (business days) |
| In-app (future) | Support tickets, feature requests | Within 24 hours |
| Facebook Messenger | Social inquiries, quick questions | Within 4 hours |
| LinkedIn messages | Professional outreach, partnership inquiries | Within 24 hours |
| Phone (when provided) | High-priority support, onboarding calls | Same day |
Prospect Communications
First Contact Response
When a prospect reaches out (via website form, social media, or email):
Template — General Inquiry:
Subject: RoundTrip — thanks for reaching out
Hi [Name],
Thanks for getting in touch about RoundTrip.
[Personalise: reference something specific about their business or question]
Happy to show you how it works — a quick 20-minute demo usually answers most
questions. Does [day] or [day] work for you?
In the meantime, you can try it free at roundtrips.app — no credit card needed.
[Pete / Robin]
Traxs Group
roundtrips.app
Demo Follow-Up
After a demo call:
Template — Post-Demo:
Subject: Great talking with you — here's what we covered
Hi [Name],
Great talking with you today. Quick recap of what we covered:
- [Feature they were most interested in]
- [Question they asked and the answer]
- [Any specific use case we walked through]
Next step: [start trial / schedule follow-up / answer outstanding question]
You can start your free trial at roundtrips.app — I'll check in with you in a
few days to see how it's going.
Any questions, just reply to this email.
[Pete / Robin]
Trial User Outreach
When someone starts a free trial, reach out within 24 hours:
Template — Trial Welcome:
Subject: Welcome to RoundTrip — let's make sure you get value from it
Hi [Name],
Welcome to RoundTrip — glad you're giving it a try.
A few things that'll help you get started fast:
1. Add your first technician — Settings → Team → Invite
2. Create a test ticket — Tickets → New Ticket
3. Try the dispatch board — you'll see your ticket on the map
If anything is confusing or something doesn't work the way you expect,
reply to this email. I read every one.
[Pete]
Founder, RoundTrip
Customer Onboarding
Onboarding Sequence
When a customer subscribes (converts from trial to paid):
| Day | Communication | Purpose |
|---|---|---|
| Day 0 | Welcome email (see below) | Celebrate, set expectations |
| Day 3 | Check-in email | Are they set up? Any blockers? |
| Day 14 | Value check-in | Are they seeing the benefit? Any feedback? |
| Day 30 | 30-day review | Formal check-in, feature suggestions, ask for a review |
Template — Welcome Email (Day 0):
Subject: Welcome to RoundTrip 🎉
Hi [Name],
You're in. Welcome to RoundTrip.
Here's what I'd suggest doing in your first week:
Day 1: Add your team
→ Settings → Team → Invite your dispatcher and technicians
Day 2: Set up your first real job
→ Create a ticket, assign it, and walk your tech through the mobile app
Day 3: Send your first invoice
→ Complete a job and send the invoice from the job site
That's it. By day 3, you'll have a feel for the whole workflow.
I'm here if you hit any snags. Reply to this email or reach me at
hello@traxsgroup.com.
[Pete]
Founder, RoundTrip
P.S. If you love what you see, we'd be grateful for a review — it helps
other trades businesses find us.
Template — Day 3 Check-In:
Subject: How's RoundTrip going?
Hi [Name],
Just checking in — it's been a few days since you joined.
Are you set up? Did anything give you trouble?
If you haven't had a chance to dig in yet, no pressure — just let me know
if you'd like a hand getting started.
[Pete]
Template — Day 30 Review:
Subject: One month in — how's it going?
Hi [Name],
You've been using RoundTrip for about a month now. I'd love to know:
- What's working well?
- What's confusing or frustrating?
- Is there anything you wish it could do that it doesn't?
Your feedback directly shapes what we build next. Reply to this email —
I read everything.
And if RoundTrip has been useful for your business, we'd really appreciate
a review. [Review link if available]
[Pete]
Support Communications
Bug Report Response
When a customer reports a bug:
Subject: Re: [their subject]
Hi [Name],
Thanks for flagging this — I'm sorry it's causing you trouble.
I've looked into it and [explanation of what happened / what we found].
[If fixed immediately]: It's fixed now — please try again and let me know
if you're still seeing the issue.
[If fix is in progress]: We're working on a fix and expect to have it
resolved by [timeframe]. I'll email you as soon as it's done.
[If workaround exists]: In the meantime, you can [workaround].
[Pete]
Feature Request Response
Subject: Re: [their subject]
Hi [Name],
Thanks for suggesting this — it makes a lot of sense for [use case they described].
I've added it to our roadmap. I can't promise a specific date yet, but it's
on my list and I'll let you know when it ships.
[Pete]
Founding Customer Programme
Early customers who sign up before [date/milestone] receive founding customer pricing — a permanently lower rate as recognition for being early adopters and for the feedback they'll provide as we build.
What to Tell Founding Customers
As one of our founding customers, you're locking in a lower rate permanently —
it won't go up when we raise prices for new customers. In return, we'd love
your honest feedback as we build. You'll have a direct line to the founders
and your input will shape what we build next.
Founding Customer Commitments
- Locked-in pricing — their rate does not increase
- Direct access to Pete and Robin for support and feedback
- Early access to new features before general release
- Recognition (with permission) in our marketing as founding customers
Customer Success Metrics
Track these to understand how customers are doing:
| Metric | What It Tells You | How to Measure |
|---|---|---|
| Time to first ticket | Are they getting started? | App database — days from signup to first ticket |
| Tickets per week | Are they using it regularly? | App database — weekly active usage |
| Invoice conversion rate | Are tickets becoming invoices? | Completed tickets vs invoices sent |
| Support ticket volume | Are there usability problems? | Support email volume |
| NPS / satisfaction | Are they happy? | Monthly 1-question email survey |
| Churn rate | Are we retaining customers? | Cancellations / total customers |