Bye, Bye Seat-Based Pricing

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.