> So it’s not that cheap people require more support. It’s that people who require more support are more likely to make their decision based on price alone.
What evidence is there of this? Surely if you have a plan for $10, $50 and $100 you're going to have more customers at the $10 price point simply because it's so cheap and therefore more support will go to people at that price point. Has anyone even actually released any sort of statistical analysis of price points and support taking into account the pricing, total customers and the amount they use the product?
Also who the price point is aimed at matters. For example if your product has a $10 price plan aimed at individuals and a $50 price plan aimed at businesses you could see the $10 price plan requiring more support (on average) simply because the personal users use the product more actively, not because they're paying less. I as a customer won't pay $50/m if your $10/m plan suits my needs.
You're getting very particular very quickly which may mean you miss the forest for the trees. What I think is a valuable take-way on this point is that "Ignorant customers do not have the tools to make an informed decision. They are therefore likely to be a) less confident and b) staring at 3 big price points. What do you think someone who is ignorant and unsure is going to do at this juncture?"
It's a really valuable point worthy of consideration even in the absence of concrete data.
It may be a good idea to make it clearer in your post that what you're stating is a reasoned hypothesis, and that testing it would be useful. It seems a reasonable claim, but absent validation the tone of the post seems too definite to me.
I think the gist of the post is intriguing but I felt that there were too many of these seemingly thin-air sourced assertions for me to take it without a grain of salt. I think a lot of the stuff could be true and it makes sense to me, but my intuition on such complex topics as human behavior is frequently wrong, so I don't trust it w/o supporting evidence. :)
> So it’s not that cheap people require more support. It’s that people who require more support are more likely to make their decision based on price alone.
What evidence is there of this? Surely if you have a plan for $10, $50 and $100 you're going to have more customers at the $10 price point simply because it's so cheap and therefore more support will go to people at that price point. Has anyone even actually released any sort of statistical analysis of price points and support taking into account the pricing, total customers and the amount they use the product?
Also who the price point is aimed at matters. For example if your product has a $10 price plan aimed at individuals and a $50 price plan aimed at businesses you could see the $10 price plan requiring more support (on average) simply because the personal users use the product more actively, not because they're paying less. I as a customer won't pay $50/m if your $10/m plan suits my needs.