Research Study
2024 State of Pricing in Customer Service
We surveyed 200 purchasers of customer service software across industries and regions. We found that buyers are paying for customer service technology through a seat-based model, but are looking for more flexibility.
Key Findings
Usage-Based Pricing Comes In On Top
66% of respondents favor usage-based pricing, highlighting its predictability as a key benefit.
High Demand for All-Inclusive Features
A significant 91% of respondents believe AI capabilities, along with other essential features, should be bundled into the overall price – not added on.
Conversation-Based Pricing Preferred
75% of respondents could accurately forecast conversations, but only 36% of respondents could accurately forecast resolutions. A pricing model based on conversations would be much easier to swallow.
