Reach pricing and billing FAQ

Reach is an all-in-one lead generation and engagement tool that allows sales teams to reach more qualified prospects in less time. With Reach, reps can create targeted lead lists to discover new opportunities, enrich contact information to connect with the right people, and automate customized email sequences to engage prospects more efficiently. With full tracking and reporting, teams can analyze and improve their engagement efforts.

Reach is part of the Zendesk Sell CRM solution, so it automatically updates lead records and allows reps to work from one interface, eliminating manual work and boosting productivity. Teams can get started with Reach in minutes, without buying additional software or engaging another vendor. Reach is available for purchase as an add-on to Zendesk Sell and included in the Sales Suite.

This FAQ includes the following topics related to Reach pricing and billing:

• Trying Reach
• Purchasing and using Reach
• Using Lead Sequences
• GDPR restrictions

Trying Reach

Can I try Reach before I buy?

Yes, you can try Reach for free before deciding to buy. We offer a 14-day free Reach trial which includes free access to the Reach Advanced sales engagement features, as well as four prospecting and four enrichment credits per account. To try Reach, you will need a Sell customer or trial account.

What is included in the free Reach trial?

The free Reach trial includes 14 days of free access to the Reach Advanced sales engagement features as well as four prospecting and four enrichment credits per account.

How do I start a free trial?

To start a free Reach trial, you need administrative rights on a Sell account. Your Reach trial will start when you activate either the prospecting and enrichment tools or when you activate the lead sequences tools.

To activate a trial of the Reach prospecting and enrichment tools

• In your Sell account, click the Settings icon (), then click Data > Prospecting and enrichment.

To activate the Reach lead sequences tools

• In your Sell account, click the Settings icon (), then click Business Rules > Lead sequences.

Are there any limitations to the free Reach trial?

The free Reach trial is only 14 days, and includes four prospecting and four enrichment credits per account. If you want to finish your trial early you don't have to do anything, just let it expire. However, if your Reach trial expires, you can no longer access the Reach credits as any unused credits also expire.

Can everyone on my team try Reach?

Yes. During your Reach trial, all seats on your Sell account can use the prospecting, enrichment, and engagement features. Admins can disable prospecting and enrichment credit allocation to non-admins at any time.

How can I know what types of contact data are available for prospecting and enrichment?

Reach prospecting and enrichment data is powered by Clearbit, the leading data engine for customer interactions. With Reach, you get access to over 20 million businesses and 395 million prospect records, so reps can instantly discover new opportunities to take action on. To learn more about the data points available with Reach, visit https://clearbit.com/attributes.

What happens at the end of my Reach trial?

At the end of your 14 day trial, all scheduled sequences will stop. You will not be able to edit any existing lead sequences or enrol new leads in any sequence, but any emails sent during your trial period will stay in lead activity feeds. When you purchase Reach, you will regain access to any sequences created during your trial. Any prospecting or enrichment data obtained with trial credits will also stay in your account whether or not you choose to purchase Reach.

If you buy Reach, you receive your credit allotment on a monthly basis according to your Reach plan. Any unused credits expire.

Purchasing and using Reach

Which Reach plan should I buy?

There are three plans available for Reach: Basic, Standard and Advanced (see the Reach pricing page).

The right Reach plan depends on your organization’s specific needs. It might be helpful to reference previous funnel reports to get a sense of the number of leads your team will need to enrich or engage at any given time.

Can I buy any Reach plan, no matter what my Sell plan is?

Yes, you can buy any Reach plan no matter what your Sell plan is. Note that although the email templates feature is not available on our Sell Team plan, if you trial or purchase Reach, you will automatically have access to this feature.

How do Reach credits work?

When you purchase a Reach subscription, you are allotted a specific number of enrichment and prospecting credits per seat per month based on your subscription plan. The higher the plan, the more credits you receive to use towards acquiring new lead data and enriching existing leads and contacts (see the Reach pricing page).

Sell admins can choose whether the monthly allotted credits are shared across an account or only available for use by Admins. At the end of the month, any unused credits will expire, and a new allotment of credits is deposited into the account.

• Enrichment credits generate more relevant data about a lead or contact and build a more complete profile when you already have some information about the lead or contact. To use an enrichment credit on Leads or Contacts in Sell, you must have at least the company name and website for company leads or contacts and at least an email address for people leads or contacts.
• Prospecting credits generate brand new prospects or improve existing data about your current leads or contacts.

Here’s an example: Say you have a certain company in mind that you believe would be a good fit for your product or service. You can use a Prospect credit to find a point of contact you need to get in touch with at that company. Once you have some data about that person, you can use the Enrich option to retrieve key details about that person or company that could influence buyer behavior, like company size, market capitalization, or technology solutions the company uses.

Where can I track my credit usage and how do I know how many credits I have left?

You can see how many enrichment and prospecting credits you have left and how many you have used in the Activity Log section of the Reach admin settings.

To view the Activity Log

• In your Sell account, click Settings (), then select Data > Prospecting and enrichment.

  

Can I purchase Reach for only a few users on my team?

No, you must purchase Reach for every user you have in your Sell account. Enrichment and prospecting credits are designed to be “pooled” or shared across seats on an account. You can choose to have these credits shared across the entire account or limit to only admins on the account.

Can I purchase more Reach credits a la carte?

No, we do not currently offer additional credits for purchase a la carte. If you find that your team needs more credits, you will need to upgrade your Reach subscription plan, or wait until the next month when a new allotment of credits is deposited into your account.

Can I move to a different Reach plan?

Yes, you can move to a different Reach plan at any time. If you pay for your account via credit card, you can make changes within your account.

To upgrade your Reach plan

• In Sell, click the Settings icon (), then click Upgrade > Plans and Pricing.

  If you pay for your account via invoice, contact your account representative for help.

What happens to credits that my team doesn't use? Do they roll over?

At the end of the month, any unused enrichment or prospecting credits will expire and will not be rolled over to the next month. At the start of a new month, your team will have a new allotment of credits.

Can we pool our credits?

Enrichment and prospecting credits are designed to be “pooled,” or shared across seats on an account. You can choose to have these credits shared across the entire account or limit to only admins on the account.

For example, if you have 10 seats on the Reach Advanced subscription plan, every month you and your team have 100,000 total enrichment credits to use (10,000 per seat) and 3,000 total prospecting credits to use (300 per seat).

What if we meet our usage credits before the end of the month?

If you go over your usage credits and need more before the next month’s allotment, you will not be able to do any further enrichment or prospecting. If you find that your team needs more credits, you will need to upgrade your Reach subscription plan or wait until the next month when a new allotment of credits is deposited into your account.

Using Lead Sequences

What is a lead sequence?

A lead sequence automates a series of emails that specify how and when sales reps contact new leads. Admins can create custom lead sequences using email templates and specific cadences defined in weekdays (see Setting up email and task sequences in Sell).

What is an active enrollment?

When a lead is actively enrolled in a sequence, they will receive scheduled emails as part of the email sequence. Any user can enroll leads individually or in bulk to a sequence to be sent on their behalf. Leads stay in sequence until they reply, are converted to a contact, or are manually removed. Emails from a sequence show up in lead activity feed and reports, just like any other email.

How do active lead enrollment limits work?

Depending on your Reach subscription plan, there may be a limit to the number of unique leads in your account that can be actively enrolled in sequences at one time. The higher your Reach plan, the more leads can be in an active email sequence at one time across your account (see the Reach pricing page).

Where can I track my active enrollments?

The ability for admins to track active enrollments across all sequences is not currently available. However, this functionality will be added soon.

What happens if we reach the maximum number of leads actively enrolled in sequences?

If you reach your lead limit, you will not be able to enroll additional leads into email sequences until sequences finish or are ended for currently enrolled leads.

If you find that your team needs to enroll more leads, you will need to upgrade your Reach subscription plan. If you pay for your account via credit card, you can make changes within your account.

To upgrade your Reach plan

• In Sell, click the Settings icon (), then click Upgrade > Plans and Pricing.

  If you pay for your account via invoice, contact your account representative for help.

Is there a limit to the number of emails that our team can send?

Zendesk Sell allows each user to send up to 300 emails per day (see learn more about the 24-hour rolling limit here). This limit is in place by default for security reasons, but can you can increase it to match your email server's sending limit by contacting [e-mail].

GDPR restrictions

Are there any GDPR restrictions?

On May 25th, 2018, a new privacy law came into effect across the European Union (EU). It is called GDPR or General Data Protection Regulation. Any company that does business in the EU is required to adhere to GDPR. Learn more about Reach and GDPR.