Exa distinguished itself among more than 30 API providers by proactively following up with a new user just four days after their first batch run, according to a SaaStr report. While other companies focused on upselling or ignored user feedback, Exa’s product team reached out directly to gather input on the product experience, offering $50 in credits as an incentive.
The outreach came in the form of a personalized email from Alina on Exa’s product team, who asked for a brief user assessment of how the API performed or suggestions for improvement. This contrasted with other vendors who either initiated upsell conversations triggered by billing events or did not engage users post-signup. A Coresignal representative did contact the user after an upgrade but focused solely on upselling rather than product feedback.
This approach highlights a gap in the API provider market, where most companies fail to check in on actual product usage or user satisfaction. SaaStr’s experience with over 30 APIs this year revealed that only Exa made a genuine effort to understand how their product was working in practice. Such user engagement can inform product development and improve customer retention, setting Exa apart in a competitive SaaS landscape.
The follow-up email from Exa’s product team was sent just four days after the initial API use, demonstrating a timely and user-centric engagement strategy. This case underscores the importance of post-signup user feedback in SaaS product management, as illustrated by SaaStr’s ongoing use of 21+ AI agents in production.