Comment by keenahn

My one comment would be, I wonder how the customer feels receiving a message from the Founder of the company. One of two possible reactions:

1) Wow I'm really special to receive personal attention from the founder.

2) This company must be small potatoes if the founder has time to be writing emails.

I wonder if you could follow up with an A/B test, same exact message from you and from a "Community Manager"