CROSS-CATEGORY: Outcome-Based Pricing Reaches Critical Mass — Zendesk $1.50/Resolution, Intercom $0.99/Resolution, 43% of SaaS Now Hybrid

SaaS Mag·high signal

Outcome-based pricing has crossed from experimental to mainstream: Zendesk charges $1.50 per automated resolution (committed) or $2.00 pay-as-you-go, Intercom's Fin charges $0.99 per resolved conversation (no charge if unresolved), and 43% of all SaaS companies now use hybrid pricing models (projected 61% by end of 2026). Companies using hybrid models report 38% higher revenue growth and 38% higher NRR. Gartner projects 40%+ of enterprise SaaS spend shifts to usage/agent/outcome-based pricing by 2030.