July 26, 2011
Today customer service and social CRM provider Assistly, which we have covered previously, has just released a new product update (Assistly 2.0) and pricing model that could shake up the industry. These changes were based on customer feedback as the San Francisco-based startup looked for ways to continue to improve their offering. The new pricing model offers new users the option to try Assistly for free with the ability to scale with a “pay as you go” offering. This is a pretty nice option for any business looking to get started fast and offer responsive support. With the new pricing and free option, Assistly now has a more competitive introduction to their service than key competitors like Zendesk. We interviewed Assistly CEO Alex Bard previously about how they came up with Assistly’s original pricing model and he had this to say of the new pricing model:
“We give everybody a full-featured version of our software and then let them expand their use affordably, $1 per hour for part-time users and $49 per month for full time users. We let companies of any size provide awesome support to their customers immediately.”
The new release also offers a totally new on-boarding, admin and reporting experience with a more intuitive look and feel, and supporting workflows. Assistly also added something called “Wow rewards” which reward customers with free hours of service for being more engaged with the product. For example, a customer may get 3 more hours of service for adding their Twitter credentials to their account. Incentivising these actions will most likely result in Assistly users being able to better interact with their customers which ultimately makes the product more valuable to its customers.
Current Assistly customers include such well known tech companies as Spotify, Pandora, Yelp, Etsy, 37signals, Vimeo, and One Kings Lane. According to the team, they are very much focused on small and mid-sized companies, who often have customer service challenges – particularly as customers may reach out via many different social networks and tools. With the pressures of customer support needing to be social, mobile, and global these days, the team strives to optimize Assistly for efficiency.
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