Make sure to research the details before you commit to a non-paying tool. When your team bumps against these limitations time and time again, it can trickle down to your reputation with customers. After all, you chose them because they were free, not because they met your specific needs. Those reactive purchases only reinforce workflows that may not be the best fit. It’s not uncommon to feel forced into an upgrade and have to pay anyway just to avoid a customer service nightmare. If you’re in the middle of a work emergency and your software isn’t functioning, you’re last in line for help. Not only can consistency and accountability deteriorate, but team members can also get frustrated because their workflows are a mess.įreemium plans might also limit the support available to you, or you may wait longer for responses from a team supporting free products. In facing these limitations, users have to create complicated external workarounds that are impossible to scale. Imagine your team builds out a deeper library of saved replies, but then you’re boxed out of saving them in your help desk (cue the constant copying and pasting from a Google Doc). This can mean no workflows, a single mailbox, or only a handful of saved replies. That’s why we phased out our free option: The integrity of the experience didn’t live up to our expectations.Ĭompanies that offer a free version of their product often set limitations of one kind or another to keep costs down for non-paying users. We wanted to give everyone in our community more: the best features, stellar support, and an intuitive product that evolves with technology. What is the experience like on the customer end?įree help desk software may seem like a no-brainer, but the experience doesn’t always live up to the expectations of users or customers.Īt Help Scout, we couldn’t land on a “freemium” model that met our standards. ![]()
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