Every customer call offers an opportunity for MSPs to prove their value, but the stakes are high. Balancing immediate support with the demands of running a business isn’t easy. That’s where Helpt steps in. As a leader in help desk support services, the Los Angeles area-based company ensures that MSPs never miss a beat.
In November, the company introduced HelptFlow, a solution that streamlines technical support for MSPs by handling routine issues and improving ticket resolution without overburdening internal teams. It was designed as an “intelligent filter,” according to Helpt Co-founder Matthew Pincus.
“We call it ‘structured troubleshooting,’ where we handle a certain level — maybe 40%, 50%, or 60% of those Level 1-type issues on that first call. Rather than just getting the triage desk, the person calling is getting a technician who may be able to help them actually solve the issue without sending it to one of the high-level technicians.”
This allows MSPs to dedicate their expert techs to high-level tasks while end users feel supported from the first interaction.
A Solution Designed with MSPs in Mind
HelptFlow emerged from years of collaboration with MSPs, particularly those working with small and midsized businesses (SMBs). Helpt’s clients often struggled to retain customer support techs, a role prone to high turnover, Pincus shared.
Matthew Pincus
“So many MSPs bring in that Level 1 tech at whatever salary. Then, three or six months later, they want that huge raise or promotion,” he explained, adding that many of those techs end up leaving for other jobs. “It creates this huge burden because of all the time and effort that goes into recruiting, hiring, training, and then replacing them starts that cycle over again. It’s an enormous cost to the MSP.”
Helpt’s solution mitigates that challenge by providing a team of domestically based agents who are always accessible. With HelptFlow’s approach, these techs can resolve common issues without escalating them to the MSPs’ teams. This saves time and reduces the workload for service providers’ in-house techs.
It’s especially valuable for smaller MSPs who may not have the resources to maintain round-the-clock help desk, he added.
Why Onshore Support Matters
One of Helpt’s key differentiators is its entirely U.S.-based team. In a market saturated with offshore outsourcing options, Helpt offers a domestic alternative at competitive rates, emphasized Co-founder David Sohn. In fact, many prospects are surprised to learn that this support is an option within their budgets, he shared. They often assume offshore outsourcing is their only choice.
“There are a lot of people out there offering overseas [support], which is fine since expertise lives everywhere. But with that model, they’re really doing staff augmentation,” Sohn revealed. “With us, you’re getting a team of people that are there to support you literally around the clock.”
From left, Helpt co-founders Matthew Pincus and David Sohn speak with an MSP about the company’s U.S.-based help desk services.
Helpt’s approach to support is more than just a differentiator; it’s integral to the company’s ability to offer scalable services. This model allows MSPs to adapt their support strategies without compromising quality or reliability.
A Flexible, Scalable Solution
Helpt designed its solutions with flexibility in mind, making it an ideal choice for small and midsized MSPs. The company offers three core services tailored to channel partners’ needs:
- HelptFul: Embedded help desk with continuous Tier 1 support
- HelptNow: Priority-based triage and call answering, ensuring that customers always reach a live person
- HelptFlow: The newest offering, providing resolution for common issues on the first call
Another advantage: Helpt offers consumption-based pricing that can scale with an MSP’s needs. Whether an IT provider wants to offer basic call answering, tech support, or embedded help desk services, Helpt can provide the right level of support. “You don’t need to fully turn your Level 1 desk over to us,” Pincus noted. “It can be as much or as little as you need.”
David Sohn
Human-centric Service in an AI-driven Future
While AI’s influence is transforming the IT industry, Helpt is committed to maintaining a human approach to support.
Sohn added that the company seeks to deliver the professional services required regardless of the client’s issue, he said. “AI is becoming this massive thing in the industry. And yes, it’s neat; it’s going to be able to do a lot. But a lot of people still want to be able to press a button or say, ‘Send me to an agent.’ So, we want to focus our efforts on being the professional, warm-and-fuzzy deliverers.”
HelptFlow: The ‘Easy’ Button for MSPs
As its solutions evolve, Helpt’s goal is to always help MSPs enhance service quality without overextending their internal resources. By resolving routine issues quickly and efficiently, it allows MSPs to focus on building stronger client relationships and delivering high-value IT solutions.
With HelptFlow, MSPs don’t just keep pace with the competition; they can deliver better service and grow more efficiently. As Sohn put it, “We can be the easy button so you can keep up.”
Whether you’re just starting out or scaling up, Helpt is here to help you compete and succeed.
