FAQ

How does it work?

When you sign up with Helpt, you immediately launch the onboarding process. Our team will learn about your system and get our agents plugged in.

Once live, our agents will answer support calls and respond to tickets quickly and effectively using your tools and procedures.

We monitor your account on an ongoing basis to ensure your clients are served well and you have the plan that fits you best.

Keep reading if you want to learn more.

Agents

  • All Helpsters are trained, experienced technicians with excellent communication and technical skills.

  • All of our Helpsters are in the USA, from Maine to California, working from their home offices.

  • While we bring in experienced technicians, we train them in our environment first by familiarizing them with our tools and system, then having them shadow a fellow technician, and having them shadowed as they first enter the ticket queue. Then, our team leads provide ongoing coaching and performance reviews.

  • Part of our onboarding process is training us on your unique tools. You can be in regular communication with the team to provide feedback and count on your lead Helpster to train the team if you roll out a new system.

  • Helpt uses Slack internally, but our system can integrate with your Slack, Teams, or other communication channel. However, tickets are worked strictly based on what’s received in the queue.

  • Like with a new employee, it takes time for our team to fully understand your organization. Our team works within pods. Each pod lead is responsible for maintaining that understanding throughout the pod, so unlike with a single employee, if somebody leaves, that knowledge and understanding stays with the group and continues to grow.

Support

  • No. Our agents are trained in working across multiple organizations, and train to represent each as part of that organization without revealing any information to suggest they are not an employee of that organization.

  • Helpt is available 24 hours per day, 7 days per week, 365 days per year - including holidays.

  • Peace of mind. Helpt is on call first, so your team can focus on the field or relax more on nights and weekends. Helpt’s flexible offering means you can use as much or as little as you need to provide your clients with the excellent service they demand.

  • Helpt aims to answer every phone call and address every ticket as quickly as possible. Our standard ring time is 2 minutes and 98% of calls are answered within that time. Similarly, during business hours, 98% of tickets are addressed within 60 minutes.

  • Yes, Helpt integrates with any system by granting named or shared licenses to our agents. All ticket notifications enter the Helpt queue and then are addressed within your system.

  • Yes, Helpt integrates with your remote tools and enforces best practices to ensure security.

  • The more, the better, but Helpt finds agents who are analytical and are troubleshooters; our intention is to resolve the issue, whether or not the documentation exists.

    Further, as we resolve issues where no documentation exists, we can create documents for future use.

  • Helpt uses a proprietary application that empowers our agents to seamlessly switch between client environments. That way, when a call or ticket comes in, the agent is instantly operating with the necessary tools to resolve the customer’s issue.

  • All calls are recorded for monitoring and quality assurance purposes. Tickets and calls are reviewed on a regular cadence for training and continuous improvement.

Getting Started

  • Helpt believes in transparent pricing. Our plans are available here.

    We will work with you to determine which plan fits you best and can adjust the plan as needed.

  • Helpt is here as much or as little as you need. For some organizations, our base plan serves as a security blanket, ensuring customer calls are received even during busy times or out of hours.

  • Any Helpt plan can be a single month. We will prove ourselves each day, with each customer concern that we address.

  • Once, we took a panicked call on a Friday afternoon, had an hour onboarding Saturday morning, and were live on Monday.

    Typically, we expect that initial one-hour onboarding conversation to be followed by license/access setup, then a quick follow up to ensure everything is ready to go live.

  • You can enroll today or reach to (949) 996-3257 with any questions or to find the right plan.