How to Choose the Best Pricing Model for Customer Support Software

Most customer support software (like a CRM) has multiple pricing models. They charge businesses based on factors like users, ticket volume, or automation. For example, Gorgias CRM uses a ticket-based pricing model. It allows businesses to scale support without paying per user.

Nowadays, CRM (customer relationship management) software is the fastest-growing type of marketing software. Studies show that about 65% of companies start using a CRM within their first five years in business. Usually, it is used to manage and respond to:

• Customer Inquiries
• Complaints
• Support requests

Also, it includes features like live chat, email support, ticketing systems, and automated responses. This software improves customer communication and increases revenue. In fact, research found that about 92% of businesses believe that CRM software plays an important role in achieving revenue goals. 

So, are you also searching for one? Please note that these customer service software come in different pricing options. Some software charges a fixed monthly fee, while others charge based on the number of users. Also, a few have extra charges, like fees for going over usage limits. 

For example, in the Gorgias CRM, if the number of billable tickets exceeds the plan limit, “overage fees” apply. This is an extra $0.40 per additional ticket in the starter package. 

Do you want help choosing the right pricing model? In this article, we will understand the different pricing models of CRMs and learn how you can make the right choice. Also, we will learn about the different Gorgias pricing features.

What are the Popular Types of Pricing Models?

Customer support software comes in different pricing models. The three most common options are:

• Tiered pricing
• Flat rate
• Per-user

Each model offers unique benefits and challenges. Let’s understand them in detail:

1. Tiered Pricing

Tiered pricing offers different levels of customer support software plans (from basic to premium). Each tier includes a set of features, and the cost increases as you move up. Let’s understand better by having a look at the Gorgias pricing:

Additionally, 

• The lowest tier is usually the most affordable but may have limited features. 
• Mid-level plans offer more tools and flexibility.
• Mostly, premium tiers include advanced features like automation, analytics, and integrations

This model allows businesses to pay only for what they need without unnecessary costs.

Another major advantage of tiered pricing is “customisation”. You can pick a plan that fits your business size and customer service goals. However, at the same time, moving to a higher tier for just one extra feature may increase costs significantly!

Therefore, before choosing a plan, you must:

• Compare features carefully 
• Ensure you are not overpaying for tools you don’t need

This model works best for businesses looking for a balance between cost and functionality.

2. Flat Rate Pricing

Flat rate pricing means you pay a fixed amount every month for customer service software (no matter how much you use it). This pricing model is simple because you always know how much it will cost! 

However, this model works best only for businesses that want straightforward pricing and don’t expect big changes in their customer service needs!

If your company is growing or your customer service needs change over time, this model might not give you enough flexibility. Consequently:

• You may end up paying for features or capacity that you don’t use
• You may outgrow the plan without an option to adjust costs

Thus, before choosing flat rate pricing, consider whether it aligns with your long-term plans.

3. Per-User Pricing (Paying for Each Team Member)

Per-user pricing means you pay for customer service software based on the number of people using it. For example, 

• Say you are using Gorgias CRM. You have five employees who need access. Now, you will have to pay for five users. Later, if your team grows to ten, your cost doubles. 

This pricing model works best for businesses that want to scale gradually (because you only pay for what you need). One major advantage of this model is that it keeps costs tied to usage. You can easily track who is using the software and adjust as needed. It also makes pricing clear since each user has a set cost.

However, as your business grows, this model can become expensive. Thus, before choosing per-user pricing, think about your long-term plans:

• If you expect to grow fast, the costs might add up quickly. 
• But if your team size stays stable, this model can be a good fit.

Gain More Clarity By Understanding Gorgias Pricing Features!

Gorgias CRM comes with a pricing model based on the number of helpdesk tickets a business handles each month. Instead of charging per user, it focuses on ticket volume. This makes Gorgias CRM  suitable for businesses that need flexibility as they grow, like e-commerce businesses. 

Below are different plans offered by Gorgias CRM. Let’s understand them and Gorgias pricing features in detail:

1. Starter Plan

• Price: $10 per month
• Ticket Limit: 50 tickets per month
• Users: Up to 3 customer support agents
• Features: Basic customer service tools and standard software integrations

This plan is designed for small businesses with low customer service needs. It includes only basic features. This makes Gorgias CRM best for startups or businesses that are just beginning to use helpdesk software!

2. Basic Plan

• Price: $60 per month
• Ticket Limit: 300 tickets per month
• Users: Unlimited
• Features: Essential integrations, self-service onboarding, and some automation tools

This plan is ideal for growing businesses that need more support capacity. It also allows an unlimited number of customer service agents. This means businesses can add more team members without increasing costs.

3. Pro Plan

• Price: Between $360 and $1,000 per month, depending on automation level
• Ticket Limit: 2,000 tickets per month
• Users: Unlimited
• Features: Advanced customer support features, all integrations, and onboarding support

The cost of this Gorgias CRM plan varies based on automation. Businesses can choose different levels of automated responses (10%, 20%, or 30%) to reduce the workload on customer service agents. Be aware that higher automation increases the plan’s price but reduces manual work.

4. Advanced Plan

• Price: $900 per month
• Ticket Limit: 5,000 tickets per month
• Users: Unlimited
• Features: A dedicated customer success manager (CSM) for onboarding and ongoing support

This plan is best for larger businesses with high customer service demands. It includes full support during setup and ongoing assistance from a dedicated Gorgias CRM representative.

5. Enterprise Plan

• Price: Custom pricing
• Ticket Limit: More than 5,000 tickets per month (customizable)
• Users: Unlimited
• Features: Tailored customer service solutions, full onboarding support, and a dedicated CSM

This plan is meant for large businesses that need a highly customized customer service system. The pricing and ticket limits depend on specific business needs.

Some Additional Pricing Details of Gorgias CRM

How Can You Choose the Right Pricing Model for Your Business?

Most modern customer support software, like Gorgias CRM, offers multiple pricing options. At times, these can be confusing! Thus, selecting the best pricing model requires a careful evaluation of your:

• Business needs
• Costs
• Long-term goals

Below is a step-by-step approach that will help you choose the best pricing model for customer support software:

Step I: Evaluate Current Software

Start by evaluating the customer service tools you already use. Determine whether they meet your business requirements or if you need additional features. Some businesses may already have basic customer support tools but may require:

• Advanced automation
• Analytics
• Chatbot capabilities

Step II: Set Financial Limits

Next, determine how much you can allocate for customer service software. Consider both short-term and long-term costs (including any expected increases as your business grows). For example, 

• Let’s say you want to use Gorgias CRM and are expecting 50 average support tickets per month. Now, the lowest tire cost for using the software is $10 per month. Whereas, if your support tickets increase 6x, the associated cost also becomes 4x and settles at $50. 

Thus, some pricing models may seem affordable at first but can become expensive as your usage increases.

Step III: Determine Service Needs

Assess the level of customer support your business requires. Do you need:

• 24/7 support
• Live chat
• Automated responses
• Detailed reports on customer inquiries? 

By understanding your true service needs, you can avoid paying for unnecessary features or missing out on essential ones.

Step IV: Check the Fine Print

Pricing models often come with hidden costs and limitations. Many software providers charge extra fees for features beyond the basic plan. For example, Gorgias CRM charges overage fees when your ticket volume increases by a specific limit. 

Thus, before committing to a plan, carefully review the fine print to avoid unexpected charges or service restrictions. Additionally, by being aware of these fees, you can determine the total cost rather than just the advertised price!

Step V: Understand Commitments and Penalties

Some software providers require businesses to sign long-term contracts. While this may lock in a lower price, it can also create challenges when you later want to migrate to a better provider (like Gorgias CRM). Thus, always look for:

• Contract Length: Is the agreement month-to-month, yearly, or multi-year?
• Cancellation Fees: Are there penalties if you decide to end the contract early?
• Automatic Renewals: Some providers automatically renew contracts unless cancelled in advance.

Confused with CRMs? Let Atidiv Handle Your Customer Support!

Choosing the right CRM pricing model depends on your:

• Business needs
• Budget
• Long-term growth plans

While analysing, some common pricing options you will come across are:

• Tiered pricing, which offers flexibility and allows businesses to pay only for what they need
• Flat rate pricing provides predictable costs but may lack scalability. 
• Per-user pricing keeps costs tied to usage but can become expensive as your team grows. 

Thus, before selecting a plan, you should always assess your service needs, review overage fees, and check for hidden costs or long-term commitments. Among the many, Gorgias CRM is a great option for businesses that require ticket-based pricing and automation features.

Are you feeling diverted from your core business operations? Want 100% customer support from a CX specialist? We at Atidiv, provide seamless support across multiple channels. 

With 24/7 messaging support, Atidiv handles high query volumes easily. It tracks key metrics like Average Handling Time (AHT) and First Call Resolution (FCR) while helping clients save up to 60% compared to in-house teams with omnichannel customer experience solutions.

FAQs on Gorgias CRM

1. How do I choose the right CRM pricing model for my small business?

You start by assessing your:

• Customer service needs
• Expected ticket volume
• Budget

Please note that tiered pricing (as offered by Gorgias CRM) is best for flexibility, while flat-rate pricing offers predictable costs. Per-user pricing works well for small teams but can get expensive as you grow.

2. What hidden costs should I watch out for when choosing CRM software?

Many CRMs charge extra for:

• Exceeding usage limits
• Adding automation features
• Integrating with other tools

Some even require long-term contracts with cancellation fees. Thus, always read the fine print to understand overage charges and add-on costs before committing to a plan.

3. Is it better to choose a per-user or ticket-based CRM pricing model?

If you have a small team but a high volume of customer inquiries, a ticket-based model (like Gorgias) is cost-effective. If your team size grows steadily, per-user pricing may work. However, per-user models can become costly as you hire more support agents.