How to calculate the rates for a web service correctly?

Question

Marketing

Hello!
We are currently developing a web application. No experience, doing for the first time.
There was a question of development of a tariff scale. We want to make a basic tariff, at which payment is made depending on how actively the client uses the service, to simplify, it will turn out to be 2-5% of each operation on which he earns money. For example, our client rendered a service to his client for 500 rubles, using our service, paid us 10 rubles of commission.
The questions are:
1. Is it reasonable to include support through the ticket system in the base price, and make phone support paid? If yes, how to calculate its cost?
2. What other additional paid services (in addition to the extended functionality of the application itself) are usually offered to customers?

Answer 1

It's very easy to calculate. I must say right away that the numbers are not accurate from the ceiling.
You start by calculating the cost of one worker on support and how many people he alone can hold.
For example, 1 person on support will be able to support 25 clients without long delays. Its maintenance will cost 50,000 rubles per month, including a workplace, Internet, and other expenses. This means that 50,000 / 25 = 2000.
In order to recoup the work of an employee, you need each client to pay approximately 2,000 rubles per month.
But this is a lot. Therefore, people basically break down the types of
support into - Forum support
- Chat
- Personal manager
- Phone call
And then you get it differently. One employee will be able to serve 500 customers per month on the forum. And this is 50,000 / 500 = 100 rubles per month in total.
In the chat, you can serve 10 people a day, which is already 250 a month. And that 200 rubles a month.
Here you have
- Support on the forum - 100r
- Chat - 200r
- Personal manager - 2000r
- Phone call - 300r
Now you can create tariffs for support. For example
Basic support - 150 rubles per month - the ability to ask questions on the forum.
Advanced support - 500 rub per month - the ability to call and chat
Personal - 2000 rubles per month - assigned manager. Not only will he help answer questions, but he can do what you need. He will be able to configure, install, ...
This is the principle of calculation. I would apply 1.3 to the final settlement price. That is, if, according to the calculations, it turned out to be 100 rubles per month, then this should become 130 rubles.
Now the technique. You take on one employee and as soon as he stops getting pissed off, you take on a new employee. But at the same time, you check whether, on average, the support payment for one employee pays for itself or not. If yes, then you are correct. If not, just increase the rate.