Since our inception in 2007, Get Satisfaction has been on the forefront of building customer-company relationships, and we’ve proudly built our company on principles of authenticity and openness. It is with that in mind that I’m writing to you to provide more information about our recent pricing and packaging changes, communicate the rationale behind them, and let you know what you can expect in the coming months. Here’s what’s happening:
We are adding Success Services for all customers. Over the years, we have tracked closely and invested heavily in the success of our customers. Our learnings (over thousands of customers) have shown that those who actively use our Success Services get more value from their communities, including faster adoption and more significant ROI. To ensure our customers’ success, we’ve improved our products, made all plans more robust, and we’re now including access to our Customer Success Team for all customers. Previously these Success Services were only available to our large enterprise customers.
We are replacing monthly subscriptions with annual plans. Customers who recognize that community is an essential centerpiece to their customer experience strategy are more likely to devote long-term focus to building their community. They understand that it’s tightly aligned with their desire to build lasting and loyal customer relationships. By sharing that long-term focus, we’re encouraged to invest even more in the success of each individual customer and innovate to meet their specific needs. For that reason, we’ve decided to offer annual plans only.
We are discontinuing our limited (free) product. We’ve learned a lot about the long-term value of a free product. Our experience has shown that companies who are on our full-featured plans and invest for the long term are more successful with their customers and receive more value from their community. At the same, our free offer has made the platform susceptible to spammers who use Get Satisfaction’s SEO power for nefarious purposes. Given this reality, it’s become difficult to rationalize the free product.
What does this mean for our existing customers?
We want you to be happy and successful with our community solution. We take your decision to use our product seriously and respect the trust you’ve placed in us as we help you develop stronger relationships with your customers. Over the last year, we’ve invested resources (people, time, and money) to reimagine community by researching, designing, developing and launching a new suite of applications—a new community application, improved engage widgets, a new Facebook application, a completely new management workspace, a stronger services platform—all supported by a wide range of new Success Services and an expert team of Community Management experts. Today you’ll see the first of many formal announcements about many of these new products and features.
If you are currently using our free or monthly subscription services, we’ll be contacting you in July or August to work together to find a new plan that works best for you.
We remain grateful for the loyalty you’ve expressed to our brand, our team, our product as well as to the best practices we’ve developed in community management. Ultimately, we know that trust is the critical factor that opens the path to our role in helping you build and develop your relationships with your own customers. We’re confident that the product innovations we’re launching, the translation of our learnings into Success Services, and other changes will help us help you achieve Customer:Company aspirations more naturally and with more certainty.