Ask HN: When should we ask for credit card details?

#1

Post by lleger » Wed, Sep 01, 2010, 3:58 PM UTC

Hey HN,

We (me and markbao) are Supportbreeze. We're working on our marketing pages now and we're not sure if it's better to ask for credit card details at signup or sometime after the trial expires. We know a lot of companies, like 37signals, ask at signup, but we don't have a free plan (for more on that, see here: http://news.ycombinator.com/item?id=1615416) and only offer the trial. So if we ask for credit card details, there is no way to trial our product without providing it. Will asking at signup deter people from trialing? Is it better to ask at signup or after trial expires?

Thanks.

Re: Ask HN: When should we ask for credit card details?

#2

Post by spooneybarger » Wed, Sep 01, 2010, 5:15 PM UTC

Yes it will deter people from signing up. On the other hand it allows you to run a 'you must cancel' trial rather than one where they have to take an action to continue using.

Re: Ask HN: When should we ask for credit card details?

#3

Post by fezzl » Thu, Sep 02, 2010, 5:45 AM UTC

Don't ask for credit card details on sign up. Be earnest and provide customers a great user experience first. If you've done your job well, they'll be more than willing to hand over their credit card numbers.

Re: Ask HN: When should we ask for credit card details?

#4

Post by pietrofmaggi » Thu, Sep 02, 2010, 9:41 AM UTC

Listening on techzing #56 http://techzinglive.com/?p=257 they talk about your possibilities (CC info at signup of after the trial period). Asking for CC info lower your signup numbers but makes for higher conversion rate at the end.

So, it really depends on how much does it cost to you an user (bandwidth and support-time).

Re: Ask HN: When should we ask for credit card details?

#5

Post by sander » Sat, Sep 04, 2010, 1:20 PM UTC

Perhaps you could introduce a few steps. Doesn't know if this makes sense, but just thinking out loud for your inspiration:

Step 1: signup for trial period (no cc asked)

After trial period: complete your profile and get 2 more weeks of signup (including your cc)

After extra trial period: confirm membership