Counting and billing customers for “assist”-s is the fairest and most customer-centric approach in user onboarding and product tour software. Usetiful is pioneering assist-based pricing in the industry and here’s why:
First, let us define the assist - because different companies refer to different things when discussing it.
In our understanding, an assist is one instance of our software helping your customer. It is different from
the definition of assist, as anytime a user initiates a product tour (like WalkMe does)
charging customers even more unfairly based on clients’ monthly active users (like Appcues does)
We count 1 assist when
Product tour is viewed by a unique user for the first time within one hour, regardless of how many steps of that tour the user saw
The user engages with a smart tip on the page - any amount of smart tips within a specific smart-tip group within one hour
Checklist item is marked as done
Banner is seen by a unique user for the first time in 30 days
We don’t count additional assists when
A user engages with the same tour multiple times within an hour
A user engages with any smart tip within a smart-tip group within an hour
A user completes a checklist item multiple times
A user views the same banner multiple times within 30 days
Additionally, even if you overuse your license and have spent more assists than there are in your plan, Usetiful does not block the end user service within the prepaid period - once you reach the limit, no disruption happens and your product tours, announcement banners, user onboarding checklists and smart tips are served as before. We are happy for the success of our customers and will notify them of this limit being passed. The license will be upgraded to a higher tier from the next billing period.
Usetiful’s pricing is transparent and simple. We want to ensure our customers are successful with our product.
If you know how the guided user onboarding works, you will have questions. Here are some of them
Q: You are not charging me based on how many people visit my page?
A: No, you are only charged for assists - which is when a visitor is having a meaningful interaction with the Usetiful content (not the page)
Q: Is it more expensive to be billed based on MAU?
A: In this case it can be way more costly. Let us explain. Many companies have a substantial customer base that is already familiar with their product, and as a result, these customers will be excluded by targeting from many onboarding tours. Onboarding tours are good for new customers, which are only a fraction of the total customer base. Why pay for all, if the software will be used by just a small fraction of them?
If you have any additional questions, please feel free to contact us