We will soon be changing the way our customers pay for user interviews in Hotjar Engage (formerly PingPong).
From April 5 2023, we’re retiring credits and introducing new subscriptions. Remaining credits will still be valid, but it won’t be possible to buy new credits. The Terms and Conditions for Engage will be updated as a result.
How does it work now?
Until now, the primary way of paying for Engage has been pre-paid credits. Credits are used to recruit participants from our pool, schedule and run interviews, and a fixed amount is paid to users as compensation.
We’re moving to a subscription-based model, with the ability to recruit from your own network as well as from our participant pool, and to customize the compensation amount.
Here’s how it will work from April 5, 2023:
- Sign-up for a subscription that includes multiple interviews/month (starting from free!)
- Recruit users from our participant pool or from your own network
- Schedule and run the interviews
- A custom amount that you choose is paid to the users as compensation. This will be charged on top of your monthly subscription.
There will be multiple subscriptions to suit different user research needs, including a free plan that allows you to run 5 interviews/month with users from your own network. Our Terms and Conditions will be updated as a result.
Here’s a preview of the new subscriptions:
Annual plans for Hotjar Engage
Monthly plans for Hotjar Engage
Why the change?
We’ve done our own user research, listened to our customers, and learned that the researchers getting the most value from Engage are taking a continuous discovery approach. They stay up-to-date with users’ behavior, preferences, and needs by running interviews on a regular basis. They’ve also told us that they want to interview users from our participant pool, as well as users from their own network, and would like to customize the compensation amount.
We’re confident that our customers will get a lot more value from these new subscriptions, with a much lower cost per interview. Also, simplifying to a subscription-only model will allow our team to focus on improving Engage and building great new features.
What does this mean for you?
You don’t need to take any action. Any remaining credits you have remain valid for 1 year from their date of issue and can still be used after April 5, but you won’t be able to buy new ones after this date.