I run a very small business that sells used baby strollers and relies on customers placing orders via Facebook Messenger. We set up Chatfuel to automate the initial part of the conversation (what model, what colors, what budget, what time constraints and so on) and it has worked well - it was well worth the $15 we initially paid per month. We set it up once and have only gone in to do small adjustments to the chatflow over the 3 years we've been using it and this step was easy enough. Review collected by and hosted on G2.com.
The Chatfuel pricing structure. The reason I am writing this review is to make it visible that Chatfuel will automatically increase your plan each month by default as your amount of "subscribers" increases. What I didn't understand was that ALL conversations are saved as "reachable" inside of Chatfuel and thus will contribute to your monthly price. Looking over my bills over the last 3 years that I have been a customer and it has been increased 5 times in that time due to increased "usage" - here's the thing, we see the same active usage every month. It's just the pool of finished conversations, marked as "done" on Facebook that are inflating the bill.
My subscription went from $15 to $66 and I feel like it happened without my approval. I contacted the support team about this and the agent I connected with, Larisa, told me there's nothing she can do - so, reading between the lines, it is my own fault that I didn't disable this autoscaling feature in their settings.
I am an Account Manager with another SaaS company. If one of my clients reached out to me with this type of issue, I would try to do something to ease the friction.
These guys? They do not care. Review collected by and hosted on G2.com.
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Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.
