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Pricing & Packaging

B2B SaaS

Help Scout

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Bye, Bye Seat-Based Pricing

Bye, Bye Seat-Based Pricing

Transforming pricing for better customer experiences

Transforming pricing for better customer experiences

Help Scout just made a bold change: they eliminated seat-based pricing. Why? Because it held them back from delivering great customer experiences. Their new model, “contacts helped,” focuses on the number of unique people a team supports—prioritizing value over cost. Here’s why it’s brilliant: It aligns with their customer-first POV (see previous PMM Files post) It sets them apart from competitors It connects pricing to clear benefits for buyers and investors. This is a real masterclass.

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