Raising prices always sucks. It’s one of the hardest things to do, and for whatever reason online consumers are unusually vocal about higher prices. We got an e-mail from ZenDesk that was really well written and they’ve clearly thought through the process.
| Dear Rashmi,
At Zendesk, we’re committed to delivering a great product that continues to evolve each week (literally!). We have a weekly release schedule and today, based on your feedback we are pleased to officially announce new features for community support and knowledge base sharing. We’re also committed to transparency which means giving you all the facts. So, along with the new features, we’re changing our pricing for all new customers. New packages and pricing are listed on our website as well as new terms of service. As a valued customer, we’d like to grandfather your current pricing for an additional full billing cycle after July 1, 2010. It’s your choice how long that billing cycle should be, but you need to make that choice before July 1st. Your second full billing cycle after July 1st will be at our new prices. You can lock in your current price for at least another year by changing your account to an annual billing cycle by July 1, 2010. To ease the transition even more, we’ve recently increased our annual billing discount from 10% to 15%. We’ve put together information to help answer any additional grandfathering questions. We appreciate your business very much and if you have questions or comments, we’d like to hear from you. Please feel free to reply to me via email, via Twitter @mikkelsvane, or email our support team at support@zendesk.com. Sincerely, Mikkel Svane, CEO |
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