Revamping EasyPost's Pricing Model: Three Key Areas for Enhancement Based on Customer Feedback

In the competitive world of shipping and logistics, EasyPost has established itself as a reliable multi-carrier shipping API, serving a diverse range of customers from small businesses to large enterprises. Despite its success and a strong customer satisfaction score, there is always room for improvement, especially when it comes to pricing models. Based on recent customer reviews from 2023, we've identified three major areas where EasyPost could enhance its pricing model to better serve its users.

1. Improving Payment Flexibility and Buffering

One of the key areas highlighted by users is the need for more flexibility in payment methods and account buffering. A verified user in warehousing mentioned, We have a $5k min balance we keep in the account to act as a buffer. I wish you could have a little more buffer because of the time it takes to pull money from the bank account. This feedback suggests that EasyPost could benefit from offering more adaptable payment options and quicker processing times to ensure that businesses can maintain their operations without interruption. By addressing this, EasyPost could reduce the financial strain on small businesses and improve their overall experience.

2. Enhancing Customer Support and Education

Another area for improvement is the customer support and educational resources provided by EasyPost. A user in consumer goods expressed frustration with the current state of customer service, stating, Customer service is not set up for a business that operates outside normal 9-5 workdays... Having to wait on responses, getting vague answers or no response is the biggest frustration we have had with EP. To address this, EasyPost could expand its customer service hours and provide more comprehensive educational materials to help users understand the nuances of the service, ultimately leading to a smoother shipping process.

3. Eliminating Additional Fees for Credit Card Payments

Lastly, customers have voiced their concerns over additional fees for credit card payments. A user in apparel and fashion noted, I wish that we could pay by credit card without an additional fee, because our Amex Gold card provides 4x points on shipping/postage. By removing or reducing these fees, EasyPost could incentivize more users to take advantage of the convenience of credit card payments, potentially increasing user satisfaction and loyalty.

In conclusion, by addressing these three key areas—payment flexibility, customer support, and credit card fees—EasyPost can further refine its pricing model to meet the evolving needs of its customers. Implementing these changes based on actual customer feedback will not only enhance the user experience but also solidify EasyPost's position as a leader in the shipping API market.

Subscribe to our Curly's Consulting newsletter

We publish insights on all things pricing strategy and monetization.
Contact Us