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The Customer Leak Audit relaydesk.io Reviewed by Triumph

Relaydesk gets 22,000 visitors a month. 34 of them become customers.

Three fixes, about two days of work in total, could take that to 77–132 new customers a month without spending more on traffic. Here's where they're walking away, and what to change.

22,000
visitors a month
1.4% sign uptarget 3%
308
free trials
11% paytarget 18%
34
new paying customers

Numbers from Relaydesk's analytics, shared in their intake form. Targets are the rates we treat as realistic for a SaaS at this stage.

The short version

43–98
more customers a month from the three fixes
$2.1k–$4.8k
more monthly revenue, at $49 per customer
~2 days
of work to make all three fixes

Our read: Relaydesk's product isn't the problem. People who try it like it. The problem is that most visitors never get to try it: the pricing page gives them nothing to compare, the trial asks for a card before they've seen anything, and the headline doesn't say what they get.

Where Relaydesk loses customers

Ranked by how many customers each one costs. Start at the top.

1

The pricing page has one price and nothing to compare it to

+25–53 customers a month2 hours of workPricing page
relaydesk.io/pricing
Pricing for modern teams
Team
$49 per seat / month
Shared inbox · Live chat · Reports
Start free trial
No annual option. No bigger plan. $49 feels expensive with nothing next to it.

What's wrong

Visitors see one price and have to decide yes or no. With nothing to compare it to, most say "later". Relaydesk's pricing page has the highest exit rate on the site: 71% of visitors leave from it.

The fix

  • Add yearly billing with two months free. Show the yearly price first.
  • Add a "Business" plan at $89 a seat with SSO and priority support. Few will buy it, but it makes $49 look like the sensible choice.
  • Label Team as "Most popular".

How you'll know it worked

Pricing page exit rate drops below 60% within two weeks, and trial starts from the pricing page go up.

2

The trial asks for a card before people have seen the product

+12–29 customers a month1 day of workSignup flow
relaydesk.io/signup
Start your 14-day trial
Work email
Card number
Expiry · CVC
Start trial
58% quit on this screen. Ask for the card on day 7, once they've answered real tickets.

What's wrong

Of the people who click "Start free trial", 58% leave at the card form. They haven't seen a single thing Relaydesk does yet, so there's no reason to trust it with a card.

The fix

  • Remove the card fields from signup. Ask for email and team name only.
  • Ask for the card on day 7, inside the app, right after they've answered their 10th ticket.
  • Send one email on day 5: "Your team answered 43 tickets this week. Keep going for $49 a seat."

How you'll know it worked

Trial starts roughly double. Trial-to-paid dips at first, then settles above today's 11% as more real teams get in.

3

The headline doesn't say what anyone gets

+6–16 customers a month1 hour of workHome and pricing pages
relaydesk.io
The modern help desk for modern teams
Everything you need to support your customers.
Every help desk says this. What do they get? Say it.

What's wrong

"Modern help desk for modern teams" could be any of Relaydesk's 40 competitors. Visitors spend about 8 seconds deciding whether to stay, and this headline gives them no reason to.

The fix

BeforeThe modern help desk for modern teams
AfterAnswer every customer within the hour, without hiring another agent.

How you'll know it worked

Home page bounce rate drops, and more visitors reach the pricing page.

Where Relaydesk's next customers will come from

Once the leaks are fixed, more traffic is worth paying for. These two channels fit who buys Relaydesk: online stores with 5 to 50 staff who answer support email themselves.

Channel 1

Cold email to growing online stores

Shopify stores listing a support@ address, with 5 to 50 staff. They're big enough to feel the pain and small enough that the founder reads their email.

First step this week: build a list of 200 stores and send 20 personal emails a day that open with the store's slowest reply time you could measure.
Channel 2

"Zendesk alternative" searches

People searching for alternatives already know they need a help desk and are unhappy with their current one. They're the closest thing to a ready buyer.

First step this week: publish one honest comparison page, "Relaydesk vs Zendesk for small teams", with a real price comparison at 5 seats.

Content check: Instagram

52
content score out of 100
Posting consistency70
Engagement60
Path to the offer18
Format mix60

The biggest content leak: Relaydesk posts about twice a week and gets decent engagement, but only 1 in 12 posts tells people what to do next, and there's no link in the bio. Their best post (a reel on "why customers stop replying") got 4 times their average engagement and sent nobody anywhere. Fix: put the free trial link in the bio and end every post with one clear next step.

The uncomfortable truth

Relaydesk has been buying ads to get more traffic. The traffic isn't the problem. Every extra visitor is going through the same three leaks, so the ads are mostly paying to show people a pricing page they'll leave. Pause any spend increase until fixes 1 and 2 are live.

The 90-day plan

Weeks 1–2

Stop the leaks

  • Pricing page: yearly billing, Business plan, "Most popular" label
  • Remove the card from signup, ask on day 7
  • New headline on home and pricing
  • Trial link in the Instagram bio
Month 1

Measure and adjust

  • Check pricing exit rate and trial starts weekly
  • Add the day-5 usage email
  • Publish the Zendesk comparison page
Month 3

Add new customers

  • Start cold email: 20 a day to online stores
  • Only then increase ad spend, now that the funnel holds
  • Re-run this audit to find the next leak

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