Revamping Capacity's Pricing Model: Three Key Areas for Improvement Based on Customer Feedback

In the competitive landscape of support automation platforms, Capacity has established itself as a leader with its AI-powered helpdesk. However, even the most successful products can benefit from continuous improvement, especially when it comes to pricing. Based on recent customer reviews from 2023, we've identified three major areas where Capacity could enhance its pricing model to better meet the needs of its users.

1. Introducing More Transparent Pricing Packages

Customers have expressed concerns about the clarity of Capacity's pricing and packages. Dave C., a co-founder of a small business, mentioned, The pricing and packages used to be a bit much, but lately they have been revamping with more transparency and it's looking like it's on parity with other SaaS offerings. This feedback suggests that while improvements have been made, there is still room for Capacity to make its pricing even more transparent. By clearly outlining what each package includes and ensuring there are no hidden costs, Capacity can build greater trust with potential and existing customers.

2. Offering Flexible Pricing Options for Small Businesses

Small businesses often operate with limited budgets and may find the starting price of $6,000.00 per 10 users per year to be a significant investment. To cater to this segment, Capacity could consider introducing more flexible pricing options that allow small businesses to access the platform at a lower entry point. This could include tiered pricing based on the number of users or the volume of inquiries handled by the AI helpdesk. By doing so, Capacity would not only become more accessible to small businesses but could also expand its customer base.

3. Implementing Usage-Based Pricing for Greater Cost Efficiency

Another area for improvement is the adoption of usage-based pricing. Customers appreciate the automation and time savings provided by Capacity, but they also want to ensure they are only paying for what they use. A usage-based model would allow customers to pay based on the actual volume of inquiries and tickets processed by the platform. This approach would be particularly beneficial for companies with fluctuating support needs, as it would offer them greater cost efficiency and control over their expenses.

In conclusion, by addressing these three areas of improvement—enhancing transparency in pricing packages, offering flexible options for small businesses, and implementing usage-based pricing—Capacity can further refine its pricing model to meet the diverse needs of its customer base. Such changes would not only improve customer satisfaction but could also position Capacity as an even more competitive and customer-centric platform in the support automation market.

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