Exploring our new pricing: lower entry points, fewer limits, and more features

When you’re building a product-led company, pricing is one of the most important things to get right.

It’s not just a business decision, it’s a product decision. It affects how people experience your product, how quickly they see value, and whether they stick around.

Classic SaaS pricing advice is to charge based on a value metric. 

At Canny, we’ve tested a few pricing plans and value metrics over the years. We’ve tried seat-based, feature-based, and usage-based models. Each time, we learned something about how our customers use Canny. Including where we were getting in their way.

With our new pricing, we’re back to a usage-based model. Our value metric is, once again, the number of people leaving you feedback. We’ve removed blockers, and made it easier for teams to get feedback.

Here’s what that means, and why we believe it’s the right move for the teams we serve.

Usage-based pricing is back

You can start for free, and access many of our most powerful features right away. When you’re consistently capturing feedback, paid plans begin at just $19 per month.

Pricing now scales with tracked users. A tracked user is anyone whose feedback ends up in Canny. That can happen in a few different ways:

• They submit feedback directly through your Canny portal
• They vote or comment on an existing post
• Your team tracks feedback on their behalf 
• Autopilot finds their feedback in tools like Intercom, Zendesk, Gong, or Zoom

If you’re not collecting much feedback yet, you’ll stay on the Free plan. As you collect feedback from more users, your pricing adjusts automatically.

You only pay for the value you’re getting, which is how it should be. 

What wasn’t working 

Back in 2021, we moved away from tracked-user pricing. We made tracked users unlimited and increased base pricing to reflect that change. Our value metric was the number of admin seats. 

We also introduced a new contributor admin role. This allowed customers to add unlimited teammates to help manage feedback.

That shift helped in some ways, but it also created new friction. Teams didn’t inherently see more value just by adding more teammates. Even though tracked users were unlimited, many teams struggled to get traction. 

We knew we had to revamp our pricing to focus on giving teams what they actually need to succeed.

What’s new: more features, fewer limits

When we looked at the data, we saw a clear pattern: many new signups weren’t capturing feedback, which meant they never saw Canny’s core value.

We were limiting access to key features that could help teams get feedback quickly. The biggest one was Autopilot’s Feedback Discovery. Customers had to buy credits to process conversations with Autopilot. The Free plan only included 25 credits per month. That wasn’t enough to see results.

So we revisited every feature and asked ourselves:

Does this help a team collect feedback?

If the answer was yes, we made it available on every plan. Now, you can build a complete feedback workflow from day one with no blockers.

Here’s what you now get on every plan:

• Unlimited Autopilot Feedback Discovery
  Autopilot’s AI captures and organizes feedback from the tools you already use like Intercom, Zendesk, Gong, Zoom, and G2. You get a complete picture of what customers are saying, automatically.
• Unlimited contributor seats
  Invite your whole team without worrying about cost. Anyone can help track feedback and build a healthy feedback culture.
• Unlimited posts and boards
  Organize feedback however you need and communicate your plans clearly with stakeholders.
• Unlimited feedback integrations
  Connect to tools like Intercom, Zendesk, and Help Scout to capture feedback on behalf of your customers. 

These used to be limited and gated by plan. Now, they’re included in all plans to help every team get traction quickly.

A quick look at our new plans

Our plans are built to grow with your team, from your first feedback to managing thousands of posts. 

Here’s what’s included at each level:

Your plan automatically upgrades when you hit your current tracked user limit, growing in increments of 100. 

You can also set a monthly spend limit in your billing settings if you want to control costs.

Check out the full details on our pricing page, or reach out if you’re not sure which plan fits your team best.

What this means for existing customers

If you’re already a Canny customer, your current plan is grandfathered. Nothing is changing unless you choose to switch.

If you’re curious about the new plans, you’re welcome to make the switch. In some cases, the new plans may give you access to more features or a lower price. You can easily switch plans in your billing page. Please feel free to get in touch with us if you’d like to discuss the new plans.

We’ll reach out if we think switching would benefit you. No changes are made without your permission. 

Final thoughts

Pricing changes are always a big deal. We knew this one needed to be thoughtful.

Our goal was simple. Make it easier for new teams to get started, and help existing customers keep growing with us. That meant removing early blockers and making sure pricing stays aligned with the value teams get over time.

We hope this update helps more teams collect great feedback, build better products, and stick with Canny as they grow.

If you have thoughts or questions, we’d love to hear from you.