Priced against the minutes it saves.
Not per ticket. In the three Dutch shops we modelled, staff time cost nine to ten times more than the software did. That is what we measure ourselves against.
The shadow week first, free.
A week in which nothing reaches your customers and you keep a measured number: the minutes it saves per conversation. Only then do we talk about an amount.
There is no contact address yet, so shadow weeks run by introduction for now.
How the shadow week works€2,650a month
Up to 3,000 conversations a month
- Every workflow and every stage of the ladder
- Your limit and your written policies
- Unlimited seats for your team
- The full record of every conversation
Pays for itself if it saves 1.9 minutes per conversation.
A conversation costs you €5.13 in time today.
At 3,000 conversations that is €15,400 a month.
For comparison: three Dutch shops we spoke to spend 11 to 20 minutes on a conversation, by their own helpdesk dashboards.
Why not a price per ticket
Conversations are not interchangeable. A furniture shop has long threads and low volume; a food shop has short ones arriving constantly. One price per ticket charges both the same for work that is not the same, and quietly penalises the shop whose questions are hardest. A band follows the volume you can read off your own dashboard, and does not change because a month was complicated.
Questions about the price
What counts as a conversation?
One thread, not one message. A customer who writes four times about the same order is one conversation. Anything you would never have replied to is not counted: spam, no-reply notifications, and messages that are only a thank-you.
What happens above the limit I set?
It stops and asks. It still reads the order, applies your policy and writes the reply, then attaches it to the ticket for a person. The amount your limit is compared against is read from the order, not from the customer’s email.
How do we agree which band I am in?
With the shadow week, before anything is signed. At the end you have your real conversation volume, a week of drafts beside what your team sent, and a band.
Can I start today?
With a shadow week, yes, as soon as there is a contact address; until then through an introduction. Maximal is new and not yet running in production anywhere. The prices are here so the shops we talk to can tell us if they are wrong.