Case Study: Help Scout retains customers and moves upmarket with ProfitWell Metrics

How a Help Desk Solution Retained Customers and Went Upmarket Thanks to Price Intelligently

Help Scout, a Boston-based B2B SaaS help desk, faced a critical pricing challenge after not updating prices for nearly two years and worrying that their plans made the product appear underpriced. To get unbiased, data-driven guidance, Help Scout engaged ProfitWell Metrics’ Price Intelligently pricing research service to validate assumptions and gather market and customer feedback.

ProfitWell Metrics used Price Intelligently methodologies—market panelists, feature-value quantification, and analysis of annual payments and grandfathering—to redefine Help Scout’s pricing architecture, identify upgrade triggers, and create a new plan while enhancing an existing one. The changes delivered measurable revenue improvements, helped Help Scout move upmarket, and enabled existing customers to grow with the platform rather than migrating to enterprise alternatives.

Help Scout

Nick Francis

Chief Executive Officer