3. Customer feedback & helpdesk platform
Offices in San Francisco & Raleigh, NC
100,000+ UserVoice sites online
Designed for SaaS, Gaming & Mobile
Tens of millions of end-users
182 people/sec see our product
Lots of data :)
12. Freemium Adding paid plans
50% ∆ ACCOUNT GROWTH
(month over month)
Plan MSRP
Free -
Silver $289/ mo
Gold $589/ mo
Simply by announcing
new paid plans
13. 50% ∆ ACCOUNT GROWTH
(month over month)
200% ACTIVE ACCOUNTS
Freemium Adding paid plans
14. 50% ∆ ACCOUNT GROWTH
(month over month)
200% ACTIVE ACCOUNTS
= 0% ∆ ACTIVE ACCOUNTS
Freemium Adding paid plans
15. 50% ∆ ACCOUNT GROWTH
(month over month)
200% ACTIVE ACCOUNTS
Freemium Adding paid plans
What we lost by announcing paid plans were the
worst leads we had coming in.
There was no net difference in active accounts.
16. 0
1750
3500
5250
7000
April May June July August September October November
39% ACCOUNT GROWTH
(month over month)
Beta accounts converted
to paid at less than 1/4
the rate of post-beta
accounts.
Freemium Adding paid plans
27. Pricing Starting May 2011
Kept same feature differentiation but
switched to pricing per seat.
• Makes higher end feature sets more accessible
• Revenue scales up with customer usage. More upgrade options
28. Results Switch to per seat model
22% ∆ DOWNGRADES
242% ∆ UPGRADES
26% ∆ ACCOUNTS
(at 14 months post signup)
Switching to a per seat model (from a flat
monthly rate) had a big impact without
eroding ARPC.
29. Discounts Things that worked
LTV
(vs non-discounted accounts)
ACCOUNTS RETAINED
(vs non-discounted accounts)
ACCOUNTS DISCOUNTED
AVERAGE DISCOUNT
14%
31%
3%
24%
13%
52%
17%
17%
LEGACY PER SEAT
30. Trial Extensions Things that worked
Accounts that extend their trial are...
... 2.5X more likely to convert.
... 5X more likely to upgrade.
31. Reactivations Things that worked
On payment failures, prompt account admins to
decide whether to reactivate to their previous plan or
switch to free.
50% ACCOUNT REACTIVATIONS
(churned accounts returning)
32. Annual Billing Things that worked
A great, simple way to boost cash flow.
9% PREPAID ANNUALLY
33. Unknowns Things that *may* have worked
Some changes need more data to definitively know
whether they worked...
Migrating $5 plans to Free
Have a free offering of every product. Revenue loss was minimal.
Don’t run billing on the weekends
Payment failures happen during the business week when people are around to recover from them.
35. Thank you
Any (easy) questions? :)
Richard White
@rrwhite
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