FAQ

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.