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Handle a request to extend a free trial

A request for more trial time usually means the customer has not had the chance to see the value yet. That is worth helping with, but an open-ended extension rarely converts. Find out what is in the way and give a short, clear extension if it makes sense.

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Ask what they still need to try

Ask what they have not been able to test. The answer shows whether more time will help or whether they need a hand with setup.

Use a simple rule

Decide in advance who gets an extension, for example one extension of a few days to anyone who has used the product. A rule means agents do not argue each case.

Offer help along with time

Suggest the one or two steps that show value fastest and offer to walk through them. Time alone does not help someone who is stuck.

Set a firm end date

Give the new date and say what happens when it passes. Vague extensions slide into months and leave customers surprised by a charge.

Follow up before it ends

Send a short note a day or two before the end with what they have tried and what comes next. Make it easy to subscribe or to say no.

Learn from the requests

Tag requests by reason. If many people need more time to finish setup, shorten the setup or lengthen the trial.

Questions

How long should an extension be?

A few days to a week is usually enough to finish what they started. Longer than that tends to mean the product is not a fit.

Should we ask for a card before extending?

That is your call. Asking can reduce casual requests but may put off honest ones. Be clear about what will be charged and when.

What if the customer asks for a second extension?

Offer a call or a walkthrough instead. If they still cannot decide, they probably need something you do not offer.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.