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Guides

Handle tickets after a price increase

A price increase brings a short wave of tickets that are mostly the same message. A calm, consistent reply prepared in advance does most of the work.

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Announce it before the first ticket

Tell customers in advance by email, with the new price, the date and the reason. Most angry tickets come from people who found out on the invoice.

Write the main reply once

Prepare a saved reply that states the new price, what changed and where to see the plan. Agents edit the first line to answer the person's specific question.

Decide grandfathering up front

Choose whether existing customers keep the old price for a period, and say so. Making this up per ticket looks unfair and causes more tickets.

Offer options before discounts

Point out a cheaper plan, an annual price or fewer seats before reaching for a discount. A reflex discount teaches customers to complain.

Handle cancellations kindly

If someone leaves, make it easy, confirm the end date and ask one question about why. Keep the door open without pushing.

Watch the numbers for a month

Count tickets, cancellations and plan changes by day. Use what you see to adjust the wording, not the price, unless the data says otherwise.

Questions

How do I reply to an angry customer about a price rise?

Acknowledge it, state the new price and what they get, and offer the options available. Keep it short and avoid defensiveness.

Should existing customers keep the old price?

That is a business decision. Whatever you choose, decide it before announcing and apply it consistently.

Should we offer discounts to everyone who complains?

Not by reflex. Offer a cheaper plan or annual pricing first, and keep discounts for clear cases you have defined.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.