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Why is Getsatisfaction so expensive?
Why is Getsatisfaction so expensive?
I have never in my life (as a professional software developer) paid as much as 1200$ / year for a single piece of software. With those prices you are completely out of our range.
Our company would really like to get access to some of the more advanced features here, but this kind of money for a web service is really out of the question. We'd rather migrate elsewhere (open source forums, anyone?) than pay up. There are just too many small annoyances left here.
Somebody had to say it. Web services are normally in the price range of 100$-200$ per year. I guess that would be about the point where we'd become a paying customer.
best regards,
Kaspar Schiess (Wuala Support)
I have never in my life (as a professional software developer) paid as much as 1200$ / year for a single piece of software. With those prices you are completely out of our range.
Our company would really like to get access to some of the more advanced features here, but this kind of money for a web service is really out of the question. We'd rather migrate elsewhere (open source forums, anyone?) than pay up. There are just too many small annoyances left here.
Somebody had to say it. Web services are normally in the price range of 100$-200$ per year. I guess that would be about the point where we'd become a paying customer.
best regards,
Kaspar Schiess (Wuala Support)
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Hi, Kaspar. First of all, I want you to know that we agree that the price point appears at first glance higher than a number of other web services.
But, from our perspective, the comparison is incorrect -- the free version of our service is not a demo, not a crippled version of the service, and not a trial that ends after a short time period, but instead a fully featured, robust version of Get Satisfaction with a number of integration and usage points for companies that want to get involved. The majority of customers using our service use it for free, including Wuala, and we're perfectly happy to have them continue to do so.
So instead of paying $100-$200 a year, you're paying $0 to use our service -- a significant savings! -- and we're happy to have you stay that way forever. And for those companies who want to integrate Get Satisfaction more deeply into their support operations, and commit to it as a piece of their customer service mix, the price points we're offering are comparable to other business-level services. Again, we expect that many of our customers will use and be happy with the free service forever, and we're glad to keep them that way. And for companies who see a real business value in Get Satisfaction, we believe our price points are pretty reasonable.
All that said, we're constantly re-evaluating our service and our price points, and we love having companies like Wuala in the system and wouldn't want to lose you. Our free version and our free customers are very important to us, and we want to be sure that we're always providing a significant level of value there. Please know that we're taking your input very seriously and will be sure to incorporate your feedback into our continued discussions about pricing. As a web developer, I'm sure you know how challenging issues around pricing and feature sets can be, but we're constantly striving to figure out how to strike the right balance.
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this answers the question
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Inappropriate?Hi, Kaspar. First of all, I want you to know that we agree that the price point appears at first glance higher than a number of other web services.
But, from our perspective, the comparison is incorrect -- the free version of our service is not a demo, not a crippled version of the service, and not a trial that ends after a short time period, but instead a fully featured, robust version of Get Satisfaction with a number of integration and usage points for companies that want to get involved. The majority of customers using our service use it for free, including Wuala, and we're perfectly happy to have them continue to do so.
So instead of paying $100-$200 a year, you're paying $0 to use our service -- a significant savings! -- and we're happy to have you stay that way forever. And for those companies who want to integrate Get Satisfaction more deeply into their support operations, and commit to it as a piece of their customer service mix, the price points we're offering are comparable to other business-level services. Again, we expect that many of our customers will use and be happy with the free service forever, and we're glad to keep them that way. And for companies who see a real business value in Get Satisfaction, we believe our price points are pretty reasonable.
All that said, we're constantly re-evaluating our service and our price points, and we love having companies like Wuala in the system and wouldn't want to lose you. Our free version and our free customers are very important to us, and we want to be sure that we're always providing a significant level of value there. Please know that we're taking your input very seriously and will be sure to incorporate your feedback into our continued discussions about pricing. As a web developer, I'm sure you know how challenging issues around pricing and feature sets can be, but we're constantly striving to figure out how to strike the right balance.
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I'm sorry Lane but I disagree with your comment about your price points being "comparable to other business-level services". Other services that I'm evaluating are ZenDesk and UserVoice both offer a plan at $19/mth. -
Inappropriate?I completely agree with Kaspar's point. I run a very small business and don't have the resources to build a fully fledged support site - so I'd love to use the moderation features offered by GS - however $1200/year is too expensive. Even your special solo account at $600/year is too expensive. I doubt that you'd get $600 worth of ad revenue out of my support pages but, like Kaspar, I'd gladly pay $100-200/year.
I'm sorry Lane but I disagree with your comment about your price points being "comparable to other business-level services". Other services that I'm evaluating are ZenDesk and UserVoice both offer a plan at $19/mth.
I reckon that if you ran a promotion to sign up a year's sub for this sort of price range, you'd convert more users into paying customers than you would lose money from in ad revenue.
I’m in agreement with Kaspar and hopeful
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Inappropriate?I didn't even know gsfn had ads until I read the SVN post. Thanks ad block plus! So now I am quite unhappy with the ads.
That being said, the chances you will make more than $10 in a whole year on ads on my support page are vanishingly small.
Looking up the pricing, damn gsfn is very expensive. There is no way I could really justify $99/month for a support page right now. I am a techie and if worse came to worst, I'd host something myself.
So, can we do something like: $10/month for the free account without ads? I am very happy with gsfn and will happily pay this starting tomorrow.
I’m sad about ads
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Inappropriate?Hey all~
As Lane mentioned, we're constantly re-evaluating our service and our price points and will definitely take your concerns into consideration.
Also, Sohail, just want to be sure you know that logged in users will not see ads in your GS customer support community and to start a topic or leave a reply, a user needs to log in.4 Comments Add a comment
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Hi Amy. Still, I'd like to get rid of the ads altogether as they make a bad first impression. I don't know why I missed it in the first place. Come on, pretty please? :-D
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Hi Sohail. We are actually discussing this internally. Look for an update tomorrow. :)
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Looking forward to it!!!
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This is great news. Thanks for providing transparency on this.
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Inappropriate?Hi Lane,
Thank you for the reply. I am far from wanting to discuss price policy with you, since that is, indeed, a complicated topic I am not well versed in.
I also acknowledge that Getsatisfaction is providing good value for "free" - thank you for that. I didn't mean to convey the impression that we're completely unhappy with the product.
But I do think – and that might be an input to your discussions – that you're lacking an entry-level product for people like us. After a small survey with everyone involved in support here, I see that it might boil down to essentially two features we'd like on top of what we already have.
a) Some moderation, especially the ability to delete an inappropriate post.
b) The possibility to close a topic without writing another comment. Closed issues should be closed for further posting.
We don't _want_ to pay for this, mind me, but we'd be _ready_ to shell out a little for something. Just not what you're asking.
I completely understand if you want to end this discussion here. I just wanted to provide that little extra input.
best regards,
kaspar
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Hey Kaspar,
Thanks for the further insights. It's good to know what's important to your team. We definitely hear you and are considering many things.
The discussion is certainly not over. :) -
Inappropriate?@Sohail and others. You will be happy to know that we've removed ads. See more here.
I’m listening, along with the rest of our team.
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There is nothing more to say. You guys are awesome.
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:) Thanks much. We're sure trying.
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Inappropriate?I was hoping for an entry-level plan just to remove ads, but now I can get away ad-less for free. I won't complain :)1 Comment Add a comment
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I think the fact that they removed ads altogether says more about their intentions than anything. Well done team :-)
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