We’re introducing more affordable Plans, access to truly global calling, and making the shift to usage-based calling.
We talk to our customers a lot. And we listen. In 2018, we introduced automated email sequences, advanced predictive dialing, and allocated a lot of time and resources to further improving our call quality.
However, it’s easy listening to just the things you want to hear. Feature requests are simple to digest and translate into action, because they’re all about adding what you want.
On the other hand, taking feedback about pricing and making drastic changes to the fundamentals of our business takes a little more time. It was a long time coming, but we believe that we've landed on a much better (and more competitive) pricing structure for our customers.
After reading through all the changes below, we think you'll agree. 😇
Since your time is valuable, use the Table of Contents to navigate straight to the details that matter most to you and your business.
For those of you that prefer to read over all the details in sequence, scroll on down for an introductory message from our CEO, Steli Efti.
We’re bringing drastically lower calling costs to sales teams around the world.
When we launched Close back in 2013, the majority of our customers were US-based startups. Fast forward to today, and Close has become a product that is used by a much more diverse group of sales teams from dozens of countries around the world.
While our customer base has grown and evolved over time, our pricing has not.
Before today’s pricing changes, non-US companies were forced to choose between our Professional plan (which limited them to calls within the US/Canada only) or the more expensive Business plan if they wanted to make unlimited calls "worldwide".
This pricing structure meant that US or Canadian-based companies who only made calls within their home country could get by with the Professional plan. In comparison, the same sized company based in Europe, Asia, or Australia that wanted to make calls within their own country, were forced to choose the Business plan.
Removing this barrier to truly make access to Close a level playing field for sales teams anywhere in the world is one of the big shifts we’re making, and it was the catalyst for a few more changes happening here today as well.
This one’s pretty simple.
While our Basic plan will remain the same price, we’re lowering the per user cost of both our Business and Professional plans - making it even more affordable to access all of Close's features.
We want to get all of our most impactful product features like the Power Dialer, unlimited call recording, voicemail drops, and the new Predictive Dialer into the hands of more customers. Now that calling is charged separately and based on usage (more on that next), we’re able to lower the monthly cost of our higher tier plans so you can access more of the features we have to offer.
Usage-based pricing (an industry standard model for calling within CRMs) is finally coming to Close.
Only pay for the actual calls you make and SMS messages you send.
We were the first CRM to offer built-in calling right out of the box, and while our features still dramatically outperform competitors offering similar all-in-one CRMs with calling, we’re now switching to a usage-based pricing model for calling and SMS.
Any Close user can now take advantage of calling and SMS - it’s no longer an all or nothing decision. Plus, you’ll be able to pay as you go, based on your own actual calling and SMS usage.
So, how much will calling cost on a per-minute basis?
The short answer is that it depends on what number you call, and the phone number you use to make the call. Here are some averages you should expect to see (from our telephony provider Twilio):
|Destination||Outbound rates starting at**||Incoming rates starting at|
|United States US||$0.013 / minute||$0.0085 / minute|
|Canada CA||$0.013 / minute||$0.01 / minute|
|United Kingdom UK||$0.015 / minute||$0.01 / minute|
|Germany DE||$0.015 / minute||$0.01 / minute|
|Australia AU||$0.024 / minute||$0.01 / minute|
For a promotional period of time, there are no charges for phone numbers as we make this switch to our new pricing model. In the future, we’ll charge an additional fee for phone numbers according to Twilio's pricing. If you have questions about how this may impact your organization, please contact our Support team.
Beyond just adjusting the cost of calling within our CRM, we’ve been working hard to bring new features geared toward just one thing: maximizing your sales productivity. Our built-in calling features help thousands of customers close more deals in the same (often less) time than before.
For one, many CRMs don’t offer built-in inbound and outbound calling. We do.
We also have:
Because we believe so strongly in the power of communication and calling within an effective sales process, we’re offering all customers $10 per month in free usage credits before you’re charged for any calls you make or SMS messages you send. We even provide $5 in free usage credits to all 14-day free trials.
|14-day free trials||Customers on all plans|
|Free usage credits||$5.00||$10.00 month/organization|
This means that if your company makes a relatively low volume of calls and SMS messages each month, you might get calling and SMS for free depending upon your usage rates—if you stay within the $10 free usage credit threshold.
Calling and SMS usage is managed within your organization's billing settings. You can set a monthly spending limit and set up auto-recharge to automatically top off your balance when it falls below a certain threshold. Learn more.
For existing customers on our Business or Professional plans making a high volume of calls today—if you have concerns about potentially paying more—jump down to the section below covering Will I be paying more or less based on our usage? to run the numbers and get the scoop on how you can lock in a discounted rate for the next 12 months.
We touched on this earlier, but another huge change that’s been in the works for a long time, is offering all of our customers (globally) the lowest possible calling costs.
Before today, our Plans forced you to into one of three buckets:
Today, we're changing that.
No matter your plan type, any Close customer can now make calls internationally.
It’s now possible to place calls from any plan to any supported number. In practice, this now means that:
Gone are the days of worrying about not getting enough bang for your buck when it comes to calling costs, now that calling and SMS will be billed only based on actual usage.
While all of our Basic plan users are now getting access to calling and SMS for the first time, there’s now a little math to do for our Business and Professional users.
Some organizations—those that do a high volume of outbound calling or SMS messaging—may see an increase in their monthly costs under this new pricing structure.
Charging all customers equally (regardless of geographic location) for their calling and SMS usage is the most equitable way we’ve found to achieve this, and it’s standard practice in the CRM industry.
For some customers in the past who’ve made a lot of calls, we’ve seen an imbalance and have in some cases, needed to manually work with them to increase their price to a more balanced rate—thus creating more work for our product, success and support teams.
If your team makes a high volume of calls and your concerned about the potential usage costs, we’re going to help you navigate this transition as simply (and cost-effectively) as possible.
As an existing customer, you have two options:
Our team is reaching out to every customer to help guide them through the transition. If you haven't heard from us yet, please contact us.
Moving forward, all users in your organization must be on the same Plan.
We originally introduced mix & match plans for flexibility, but over time we learned that it only creates complexity and doesn't scale. It's confusing for users on the same team to have a different set of features availabile to them within the same product. It's also a nightmare from a product development standpoint.
So we decided to make things simple for everyone involved: All users must be on the same Plan.
It's our hope that making this change in conjunction with making calling and SMS available across all Plans, lowering the price of the Professional and Business plans, and moving to usage-based calling and SMS pricing - it will have a minimal impact on your total monthly Close costs.
Moving forward, custom Roles and Permissions will only be available on the Business plan. The Basic and Professional plan includes four predefined roles and permissions.
While we're removing the ability to create new custom Roles and Permissions in the Basic and Professional plans, you will still be able to use any existing custom Roles and Permissions within your organization. While you can't edit those custom Roles going forward, you will be able to assign users to them.
For all Basic and Professional plans, you’ll be able to choose from these roles:
If you'd like to discuss how these changes may affect you personally and what your options are please contact our Support team.