Startup Helpt, which provides outsourced 24/7/365, on-shore, Level 1 tech support, made its channel debut at the ChannelPro SMB Forum in Chicago last week and announced a new pricing plan designed for the MSP pricing model.
Co-founders Matthew Pincus and David Sohn launched Helpt last August. “We started out just about a year ago as a solution to the problems that we're seeing in the marketplace—those problems being difficulty with hiring techs or getting all the things that you need to get done in a timely, efficient manner by yourself,” Sohn says.
Headquartered in Irvine, Calif., Helpt currently has 10 full-time U.S.-based technicians and about a dozen MSP partners.
Initially priced for per-minute consumption, Helpt’s new pricing plan starts at $20 per user, per month for up to 100 seats; $18 per user, per month for up to 500 seats; and $16 per user, per month for more than 500 seats. MSPs can purchase the plan on a monthly basis, or annually for a discounted price.
“We bolt onto your service so that it's easy to manage what revenue is coming in on a monthly basis,” Pincus says. “What we intend to do is prove to our clients each day, each week, each month, that they are going to get phenomenal service and that their customers are going to get phenomenal service from us. And so we're happy to have clients with no lock in.”
Helpt looks to hire technicians with both the soft and hard skills to solve problems while being engaging with the MSP’s customers. “We're trying to make sure that when a customer calls in with an issue, they don't have to deal with the frustration of having to wait,” Pincus says. “Our objective is to make sure that that customer knows that they're getting urgency, that they're getting attention; that somebody is working on the case and it'll be resolved as quickly as possible. Because at the end of the day, that's what delivers a positive customer experience and a happy customer.”
Helpt currently integrates its ticket system with its MSP partners’ PSA systems, but the plan is to start building a platform “that will allow for more integration, a single pane of glass for our agents,” says Sohn, adding that the company is talking with providers of AI agents to potentially incorporate into the platform.
Finally, some SOC services are also on the roadmap. “We won't be the SOC, but when … there's an intrusion alert at 2:00 in the morning, somebody needs to triage that and determine whether it's a false alarm or whether it requires action,” Pincus says. “Rather than waking up our client in middle of the night … we'll have our team on staff able to do the analytical thinking to determine next steps."