Probably not the best customer response I've seen from someone doing customer service.
As a learning lesson for others out there with a SaaS service. If you cannot have a phone number for support, absolutely provide a clear and easy to find email address for support. The people who tend to be the most likely to not understand the cancellation process, or have other similar issues, have a large intersection with the people who will have difficulty contacting you via something other than phone or email.
Customer service is always full of challenges and I'd be curious to hear your thoughts about things you've learned and changed since then to make support more streamlined. It tends to be one of the earliest scaling challenges new companies face.
> Probably not the best customer response I've seen from someone doing customer service.
Right. It may be perfectly accurate, but it doesn't come across as at all sympathetic or helpful -- especially to an already-frustrated user. I also suspect a good number of those users are not native English speakers, making the (lengthy) instructions even more likely to be a source of confusion.
You may be right. A better solution might be to build an external UI for account management, but I've shied away from that, wanting to keep everything inside Gmail. Maybe in the future though.
From your comment on the blog:
> Like I’ve explained above, email@example.com is not an email address.
To the average user, it certainly looks like an email address. Maybe just have it act like a normal email and list it under the support section of your website: https://www.gmass.co/#contact
Also I find it helpful when dealing with users to mentally replace users with people or humans, users sounds like someone with a drug addiction, they are people each of which is different and has their own priorities - genuine empathy goes a long way with people, treating them as interchangeable blobs not so much.
And if my business was turning over $115k/Month I'm not sure I would let that keep me awake at night.