Thanks for reaching out, and I’m definitely happy to help provide some additional clarity and transparency for the Webflow Community. My name’s Andrew - I’m on the Customer Success Team here at Webflow.
For the first question, we definitely receive quite a few questions about plans and pricing, and it’s something we’re looking at clarifying on the dashboard and marketing site to help our customers make a more informed decision.
There are two different types of plans: Account Plans and Hosting Subscriptions.
Account plans are for you, the designer and they do not include hosting or the ability to connect a custom domain.
Hosting subscriptions are sold one-per-site, and they allow you to connect a custom domain, but they do not include code export features.
Account Plans include Starter, Lite, Professional, and Team plans. These give you access to your Webflow account, your dashboard, and the Designer. The Lite Plan and above allow Code Export. The Professional Plan and above include white labeling.
Hosting Subscriptions include Basic, CMS and Business Hosting. These allow you to publish your site to a custom domain, receive more form submissions, and collaborate with our powerful CMS tools such as the Webflow Editor. You will need a Hosting Plan for any website that you want to connect to a custom domain.
For the second concern, I definitely understand that on-demand support is a huge benefit. We actually do provide live chat, and it’s available on the hosting page of your dashboard or anytime you’re on the plan selection page for your account. Last quarter [Q2 2018]:
- We had 3,629 live conversations
- And sent 12,942 replies
- With a 3-minute median response time
We provide live chat support for help selecting plans, DNS and custom domain help, and simple questions that don’t require engineers or additional resources to troubleshoot. But for technical questions, the best way to reach us is always going to be our support inbox.
For our email support, here are some statistics you [and the Webflow Community] may find interesting from Q2 2018:
- 15,960 messages received
- Less than < 1 hour average first response time across all inboxes [insane for this industry]
- 36 minute first response time for the Priority inbox
- 46% of conversations are resolved within the first reply
We did this with six Customer Success Specialists, helping many thousands of customers, and we’re scaling in Q3 for more live chat coverage and additional teammates. We aim for 95% Great or Awesome ratings across all channels for support requests, and we do our best to improve coverage and responsiveness without sacrificing quality of support.
We’re always going to take the time to work with you personally, review your account and all information, and provide a real response (even if your request falls outside of our statement of support). Additionally, we answer questions on the Forum and reach out to beleaguered designers on social media – all while creating new resources to help customers proactively and working on passion projects internally to help communicate our users’ needs within Webflow.
Please let me know if you have other questions – I’m always happy to help!