How your support is shaping the future of Customerly

Luca MicheliMar 11, 2024
How your support is shaping the future of Customerly

Dear Customerly Community,

As we navigate the changes ahead, particularly the phasing out of our Basic plan, we want to share the deeper “why” behind this decision.

Our journey at Customerly has been unique and intentionally so.

From day one, our goal has been to serve you to the best of our ability, not just as a service provider but as a partner in your growth.

Our Commitment to Independence

In a world where raising capital is often seen as the only path to success, we chose a different route.

We made a conscious decision not to seek external funding.


Because we wanted to ensure that every decision we made was for the benefit of our customers, not to appease venture capitalists.

In essence, our customers are our investors.

This approach has allowed us to prioritize your needs, develop features that matter to you, and set pricing that makes sense for your business, not just our bottom line.

Reinvestment Over Profit

It might come as a surprise, but none of the founding members of Customerly have taken any money out of the company in the seven years since our inception.

Every dollar we’ve earned has been reinvested into making Customerly the most comprehensive and powerful communication platform available.

This is what we have built thanks to your trust in us in the last 7 years:

  • AI Chatbot with powerful capabilities to automate support in the proper way
  • Professional Shared inboxes
  • The fastest Help Center software on the market
  • One of the most powerful marketing automation tools with email marketing and advanced customer segmentation
  • The integrated survey tool to gather feedback from your customers via chat and email.

Our dedication to this cause is unwavering, driven by our passion for creating a tool that genuinely serves your needs.

We are committed to creating the most powerful support and communication tool on the market and we have a public roadmap you can contribute to.

There is a lot on the horizon and we are excited about what is on our roadmap for all of you.

Facing the Reality of Competition

Despite our best efforts, the reality is that our competitors, backed by significant funding, have a competitive edge that we cannot match through traditional growth methods alone.

While we’ve achieved remarkable milestones through word of mouth and referrals, reaching our ultimate goal—to serve you better—requires a strategic shift.

A Strategic Shift for Sustainable Growth

To continue on our path without compromising our values or your experience, we need to adapt.

This means making tough decisions, like discontinuing the Basic plan, to focus on delivering even greater value through our other offerings.

This decision wasn’t made lightly but with the future in mind—a future where Customerly remains independent, customer-focused, and innovative.

Your Role in Our Journey

By transitioning to the Essential plan or exploring our other plans, you’re not just subscribing to a service; you’re investing in a vision of what customer communication can be.

You’re supporting a platform that values its users over external pressures and is committed to reinvesting in its mission to empower businesses like yours.

Looking Ahead

We believe this change is a stepping stone to providing you with an even better Customerly experience, free from the constraints of external investors.

Our dedication to your success is as strong as ever, and we’re excited about the possibilities this new chapter brings.

We understand that change can be challenging, but we’re here to support you every step of the way.

If you have any questions or concerns, please reach out.

Your feedback, support, and partnership mean the world to us.

Together, let’s continue to break new ground.

With Love, gratitude, and commitment, from Luca, Daniele, Matteo, Gianni, Igor, Naomi, Giorgio, and the rest of the team at Customerly we wanted to say thank you for your continued support along the way, and we’ll be immensely grateful if you decide to support this vision and mission.

Luca Micheli

Luca Micheli

CEO @ Customerly

Luca Micheli is a serial tech entrepreneur with one exited company and a passion for bootstrap digital projects. He's passionate about helping companies to succeed with marketing and business development tips.

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