Let me finally point out, that we have been completely open and transparent about the price changes. Some customers may experience disproportional price hikes due to earlier introductory discounts, and we will look into these accounts on a case-by-case basis. The price per agent has gone up with $10 and $20 on the Regular and Plus+ plans respectively. And we do offer to grandfather our existing customers for one additional year at their current price point with all of their current functionality grandfathered indefinitely. But we do think that we have an excellent offering for almost every budget starting at $9 per agent seat. Zendesk is investing heavily in new features and our customers will continue to experience great things with Zendesk. Zendesk has gone from a traditional ticket management system to a complete customer engagement platform, supporting 1-to-1, 1-to-many and many-to-many customer conversations and support interactions. But we have added new functionality to the service for every week for the last two and a half years.Īnd today we’re launching a lot more functionality for knowledge base and community support. This is the first time EVER that we have increased pricing. We now have three plans at three different price points (starting at $9). Yes, we are raising our prices on two of our plans. UPDATE: Svane responded to us with this statement: We’ve contacted Zendesk CEO Mikkel Svane for more insight and hope to hear back soon. How can you explain a price increase of more than 300% for a service that you’re far from the only one to provide? Zendesk doesn’t even really do that, they’ve just communicated the new fees and keep pointing customer who complain to the grandfathering terms, which do not explain the rationale behind the price hikes either. But in this case, perhaps Zendesk would have been better off checking exactly how profoundly these changes would affect the bills of their early customers. I’ve also managed to find someone who was actually happy with the transparency Zendesk displayed in its email to customers, so maybe we’re just hearing the voices of the angry here.Īgain, it’s fine for startups to make money, even if it means they need to change their pricing plans and hike fees at some point. This seems extortionate, we are facing a 100%+ increase ,what are you playing at Zen Desk? That is an annual increase of approx $11,000. Our monthly bill is going to increase from $1503 to $2419. We currently have 41 agents and would have been up to 50 by mid-June. Using a huge price increase to force people into an annual billing plan is going to leave a bitter taste in a lot of mouths. I’m with David, our account is going from $153 per month (9 agents) to $261 per month, a 58% increase. come on guys, give us a fair go, this is outrageous!!!! This cannot be for real, we have been supporting zendesk since the early days, how can this be justified…If I pulled a stunt like this on my clients I am sure we would lose.Especially as the option to stay on your current price range involved stumping up a years fees. We pay $99 for 5 users, now its 5 x 59 = $295 per month. So, with 19 agents, our monthly bill goes from 645 USD to 1121 USD? An increase of 74% ? Seriously?!!! Some of the reactions on the forum post speak volumes about how Zendesk customers feel about the changes: Regular plan: $29 per month, 3 to 20 agentsįor what it’s worth, Zendesk is trying to appease outraged customers with ‘grandfathering terms’, but that forces many to switch to annual billing rather than monthly or quarterly, which a lot of them appear unwilling to do. Starter plan: $9/month per agent, 1 to 3 agents Plus+ package: $39/month per agent, minimum of 5 agents Regular package: $19/month per agent, minimum of 3 agents Solo package: $9/month per agent, 1 agent only But judging from the commentary on the forum entry and on Twitter, we’re not so sure that’s really the case.Ĭoincidentally, we just reported on Zendesk crossing the 5,000 business customer mark. The startup claims the new pricing plans are being offered in response to “customer requests for different packaging and features”. The announcement, which was also posted on the company’s forums, comes in the form of an introduction of new product features, with the new pricing scheme mentioned underneath (never a good sign). Case in point: on-demand help desk software maker Zendesk, which has just emailed its customers to let them know they’re raising their prices – resulting in a 300+ percent increase in monthly fees for some. We’re all for startups trying to make money, but we also recognize a good old ‘bait and switch’ tactic when we see one.
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