Helpware is an AI-enabled business process management (BPM) partner that empowers growing companies and established enterprises to achieve the greater agility, reliability, and resilience they need to thrive in modern market realities.
Operating across 19 strategic locations globally, we design and run scalable CX systems where AI and humans work side by side to increase efficiency, reduce costs, and drive consistently high performance.
We bring over a decade of CX operations experience, supporting our partners end-to-end from strategy and consulting through implementation, delivery, and continuous improvement.
400+ companies, including global leaders like Microsoft, Pfizer, Healthcomp, Google, StubHub International, rely on us for high-impact results across healthcare, fintech, ecommerce, SaaS, gaming, logistics, and beyond.
Our partners consistently achieve 95–98% QA scores within 90 days of go-live and up to 60% savings in operational costs.
Why Our Partners Choose Us
10+ years delivering CX across 15+ industries
400+ clients, 600+ projects, with partnerships lasting 5 years on average
19 locations across 11 countries, enabling global, 24/7 delivery
90% CSAT / 86% ESAT — measurable satisfaction on both sides
Support in 45+ languages
30+ industry awards, including IAOP Global Outsourcing 100, Inc. 5000, and Stevie Awards
Fully compliant with SOC 2 Type II, GDPR, HIPAA, and PCI DSS standards
Key Differentiators
AI-enabled BPM model combining automation, analytics, and human-in-the-loop execution
Custom-built, dedicated teams fully aligned with client workflows and KPIs
Seamless integrations with CRMs, APIs, and internal systems
Global delivery model enabling scalability and 24/7 operations
Proven, structured onboarding process
Proactive, consulting-led approach
Min project size
$5,000+
Hourly rate
< $25 / hr
Employees
1,000 - 9,999
Locations
Lexington, KY
Year founded
Founded 2015
Languages
Timezones
16 Languages that we service
Mandarin
English
Spanish
Arabic
Russian
Portuguese
Japanese
German
Korean
French
Vietnamese
Italian
Polish
Ukrainian
Romanian
Dutch
32 Timezones that we service
ACT
Australia Central Time (ACT)
AGT
Argentina Standard Time (AGT)
AKST
Alaska Standard Time (AKST)
ART
(Arabic) Egypt Standard Time (ART)
AET
Australia Eastern Time (AET)
BST
Bangladesh Standard Time (BST)
BET
Brazil Eastern Time (BET)
CAT
Central African Time (CAT)
CET
Central European Time (CET)
CNT
Canada Newfoundland Time (CNT)
CST
Central Standard Time (CST)
CTT
China Taiwan Time (CTT)
EAT
Eastern African Time (EAT)
EST
Eastern Standard Time (EST)
EET
Eastern European Time (EET)
GMT
Greenwich Mean Time (GMT)
HST
Hawaii Standard Time (HST)
IET
Indiana Eastern Standard Time (IET)
IST
India Standard Time (IST)
JST
Japan Standard Time (JST)
MET
Middle East Time (MET)
MIT
Midway Islands Time (MIT)
MST
Mountain Standard Time (MST)
NET
Near East Time (NET)
NST
New Zealand Standard Time (NST)
PNT
Phoenix Standard Time (PNT)
PRT
Puerto Rico and US Virgin Islands Time (PRT)
PST
Pacific Standard Time (PST)
PLT
Pakistan Lahore Time (PLT)
SST
Solomon Standard Time (SST)
UTC
Universal Coordinated Time (UTC)
VST
Vietnam Standard Time (VST)
7 Locations
Lexington , KY
Kyiv , Ukraine
Taguig , Philippines
Guadalajara , Mexico
Berlin , Germany
ახალქალაქი , Georgia
San Juan , Puerto Rico
No have been added yet...
Pricing Snapshot
Min. project size
$5,000+
Avg. hourly rate
< $25
/hr
Rating for cost
4.7
/5
What Clients Have Said
Helpware offers competitive pricing, with monthly costs ranging from $2,400 to $3 million depending on project scope and team size. Clients consistently report good value for cost, noting high-quality service and effective communication, particularly for outsourced customer support and back-office functions.
Clients commend Helpware for their excellent project management skills. They are known for clear communication, proactive problem-solving, and timely delivery of services. Regular meetings and updates ensure that projects stay on track and meet client expectations.
Expertise in Customer Support Services
Helpware consistently delivers high-quality customer support services across various industries, including healthcare, e-commerce, and technology. Their teams are praised for their professionalism, empathy, and ability to handle customer inquiries effectively, resulting in improved customer satisfaction scores and operational efficiency.
Seamless Integration with Client Teams
Helpware integrates seamlessly with client teams, often working as an extension of the client's workforce. This integration helps streamline processes and ensures that client objectives are met effectively.
Areas for Improvement: Language and Cultural Nuances
Some clients have noted minor challenges related to language barriers and cultural differences, which occasionally lead to miscommunication. However, Helpware is responsive to feedback and works to address these issues promptly.
Commitment to Client Success
Helpware is dedicated to exceeding client expectations by continuously looking for ways to improve their services. Their proactive approach and willingness to adapt to client needs have led to successful long-term partnerships and positive outcomes for clients.
High Employee Satisfaction and Low Turnover
Helpware's work environment and culture contribute to high employee satisfaction and low turnover rates. This stability ensures consistent service delivery and builds strong client relationships over time.
"We've been impressed with their responsiveness and willingness to go above and beyond for us."
Nov 3, 2021
President, HealthTech Firm
Anonymous
Verified
Other industries
Ohio, United States
11-50 Employees
Online Review
Verified
A health technology company has hired Helpware for their BPO and IT services. The team provides ongoing support for any urgent IT-related matters or business process challenges.
So far, the client has been pleased with the results of the engagement. Helpware leads a seamless workflow, responds in a timely manner, and goes the extra mile to meet the client's needs, paving the way for a long-term partnership.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
President of our company and we use Helpware for BPO services in healthcare and IT services.
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Helpware?
We use Helpware on an ongoing basis for critical back office and IT services.
SOLUTION
How did you select this vendor and what were the deciding factors?
Trust factor with a midsize company that has global scale, at the right price.
Describe the project in detail and walk through the stages of the project.
Helpware provides BPO services and IT services for us.
How many resources from the vendor's team worked with you, and what were their positions?
Our account management team at Helpware is great and very helpful in our interactions with them.
RESULTS & FEEDBACK
Can you share any outcomes from the project that demonstrate progress or success?
Results have been great so far, we plan to grow with Helpware.
How effective was the workflow between your team and theirs?
Excellent
What did you find most impressive or unique about this company?
The responsiveness and willingness to go above and beyond for us.
Are there any areas for improvement or something they could have done differently?
So far so good!
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
4.5
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Call Center Services for Food & Beverage Company
Call Center Services
Confidential
June 2020 - Ongoing
5.0
Quality
5.0
Schedule
5.0
Cost
5.0
Willing to Refer
5.0
"We were most impressed by their company culture and adaptability."
Aug 10, 2020
General Manager of E-Commerce, Go Get Em Tiger
Noah McKeown
Verified
Other industries
Los Angeles, California
51-200 Employees
Online Review
Verified
Helpware ensures a customer support workforce for a food and beverage company is always available. They guarantee that all calls are being attended and support requests are cleared up immediately.
Thanks to Helpware, the company has saved an enormous amount of time since they don't handle support tickets anymore. What the client liked the most about them is their ability to grow new leads and suggest changes that can make the company more dynamic. Customers can expect a responsible team.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
I am the General Manager of E-Commerce for Go Get Em Tiger, a Los Angeles-based coffee company.
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Helpware?
They provide remote digital hospitality.
What were your goals for this project?
Our goal was to outsource our email, text, chat, and phone support to Helpware while offering the same expectation exceeding, high level of hospitality our customers have come to expect.
SOLUTION
How did you select this vendor?
We quantified several agencies and found that Helpware aligned with our service philosophies and company culture more than any other agency.
Describe the project in detail.
We have dedicated coverage across all channels, seven days a week during business hours, something we could not offer before. In addition to handling nearly all support tickets, our Helpware agent helps us quantify new opportunities for business growth and allows us to offer proactive hospitality rather than reactive problem-solving.
What was the team composition?
They have several dedicated teams and we get a support agent who only works on our project.
RESULTS & FEEDBACK
Can you share any outcomes from the project that demonstrate progress or success?
It saves me a ton of time and allows me to focus more on business strategy and project management.
How effective was the workflow between your team and theirs?
We have a weekly status meeting and they help set up a number of KPIs for the business and support agent.
What did you find most impressive about this company?
I was most impressed by their company culture and adaptability.
Are there any areas for improvement?
None.
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Customer Support for Retail Promotions Platform
$10,000 to $49,999
Aug. 2018 - Ongoing
5.0
Quality
5.0
Schedule
5.0
Cost
5.0
Willing to Refer
5.0
"Dedication, responsibility and competence are the three strengths that I would like to point out."
Oct 24, 2019
Product Manager, Software Development Company
Anonymous
Information technology
San Francisco, California
11-50 Employees
Online Review
Helpware provides a team of customer support engineers to help manage a retail promotions platform.
Helpware delivers excellent services on a consistent basis. The professionalism and experience of the team set it apart from other providers.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
I am a product manager in a software development company. My project is a platform for managing retail promotions worldwide
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Helpware?
Our project is available across multiple countries around the world so there is a need to have customer support to resolve customers' issues. The size of our company makes it inefficient to house a team of support engineers that's why a decision has been made to outsource it
What were your goals for this project?
Provide timely customer support according to terms and conditions (e.g. responding to a support ticket no later than in one workday)
SOLUTION
How did you select this vendor?
We wanted to minimize time difference so we initially aimed at choosing service provider from the same country as our home office. Among different options Helpware stood out with their work ethics
Describe the project in detail.
Vendor provided and is still providing customer support services. My role in this project was to onboard them to all the internal systems and explain the business process, common customer issues and solutions
What was the team composition?
A customer support engineer and their manager was involved in the project from the start. When the communication and the process was established we started working directly with the support engineer. The team size didn't change over the course of the project but it is a possibility in the future
RESULTS & FEEDBACK
Can you share any outcomes from the project that demonstrate progress or success?
The metrics on customer support resolutions that are provided by a helpdesk software are used to evaluate project. They went from 'red' to 'green' within a month
How effective was the workflow between your team and theirs?
Since the workflow is quite simple, there wasn't a lot of need in project management after the first two weeks. There were also no issues with the support engineer hence the management effort wasn't needed.
What did you find most impressive about this company?
Dedication, responsibility and competence are the three strengths that I would like to point out. Competence is probably the most stand-out since other vendors in this field tend to provide mediocre services leaving customers unhappy with the resolution of their issues
Are there any areas for improvement?
Not that I can think of
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Research Data for Customer Service & Engagement Platform
BI & Big Data Consulting & SI
Less than $10,000
Mar. - Apr. 2019
5.0
Quality
5.0
Schedule
5.0
Cost
5.0
Willing to Refer
5.0
“Helpware went above and beyond to reach our goal.”
Apr 12, 2019
Senior Finance Manager, Zendesk
Nick Costa
Verified
Other industries
San Francisco, California
1,001-5,000 Employees
Online Review
Verified
Helpware conducted research on a customer metric to improve a sales process.
They reached 75% of the customer metric. Helpware’s responsive team provided critical guidance and led a well-structured project. Customers can expect goal-oriented results.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
I’m a senior manager in the finance and strategy department at Zendesk. We provide customer service and engagement products.
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Helpware?
My team hired Helpware to research a customer metric that we needed for our sales process.
What were your goals for this project?
We wanted to reach 80% of a metric for a product's consumer base.
SOLUTION
How did you select this vendor?
My company had previously engaged Helpware.
Describe the project in detail.
Helpware conducted research on our client metric.
What was the team composition?
We worked with a project manager and 5–10 team members.
RESULTS & FEEDBACK
Can you share any outcomes from the project that demonstrate progress or success?
Of our 80% reach goal, we successfully attained 75% of the customer metric. We were very satisfied with Helpware’s work.
How effective was the workflow between your team and theirs?
Our project manager deployed a fantastic workflow and guided us through the entire project. We had weekly meetings via Slack and Zoom.
What did you find most impressive about this company?
Their responsiveness was amazing. Helpware went above and beyond to reach our goal.
Are there any areas for improvement?
No, not at this time.
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Tech Support for Valet Tech Solution Provider
Call Center Services
Confidential
Jan. 2017 - Ongoing
5.0
Quality
5.0
Schedule
5.0
Cost
5.0
Willing to Refer
5.0
"They strive to resolve issues and increase their own learning while expressing empathy for our clients."
Jan 25, 2019
Client Happiness Lead, CVPS
Joannie Fowler
Verified
Other industries
United States
51-200 Employees
Online Review
Verified
Helpware provides software and hardware support for a tech company’s clients.
End-clients report being satisfied with their interactions with Helpware’s team. Helpware’s desire to expand their own knowledge and provide comprehensive service empowers them to provide effective solutions in a personable manner.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
I’m the tech support lead for CVPS, a valet parking technology solutions provider.
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Helpware?
We needed technical support.
What were your goals for this project?
We wanted to groom a knowledgeable tech support team.
SOLUTION
Describe the project in detail.
Their team provides effective solutions to hardware and software issues our clients experience.
What was the team composition?
Their team members are always upbeat, positive, and eager to help. It's a pleasure to have them as part of our team.
RESULTS & FEEDBACK
Can you share any outcomes from the project that demonstrate progress or success?
Our client base enjoys working with the Helpware team we have in place. They’ve given us positive feedback regarding how seamless the process is.
How effective was the workflow between your team and theirs?
We work together throughout each day. Their communication has been fantastic.
What did you find most impressive about this company?
They strive to resolve issues and increase their own learning while expressing empathy for our clients.
Are there any areas for improvement?
No, not that I’ve seen.
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Customer Tech Support for IT Company
$10,000 to $49,999
Aug. 2017 - Aug. 2018
5.0
Quality
5.0
Schedule
5.0
Cost
4.0
Willing to Refer
5.0
"The communication and workflow were easy."
Oct 4, 2018
Customer Success Director, Blue Bite
Michael Elfassy
Verified
Other industries
New York City, New York
11-50 Employees
Online Review
Verified
Helpware provided remote technical assistance, answering customer questions and resolving issues over the phone.
Although they received few support requests, Helpware increased efficiency and supported the internal team. They were prompt, helpful, and knowledgeable.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
I'm the customer success director at Blue Bite. We have a cloud platform that creates and manages a digital mobile experience for physical objects. I manage the account and support team.
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Helpware?
We hired them to handle inbound support tickets from our customers.
What were your goals for this project?
We wanted to have offsite platform experts that could assist our customers and expertly answer their technical questions.
SOLUTION
How did you select this vendor?
We found them through online research.
Describe the project in detail.
They assisted our customers and expertly answered their technical questions.
What was the team composition?
We placed one Blue Bite employee on the team. Helpware provided one dedicated employee and a few staff members.
RESULTS & FEEDBACK
Can you share any outcomes from the project that demonstrate progress or success?
We don't have any hard metrics due to a low volume of support tickets.
How effective was the workflow between your team and theirs?
The communication and workflow were easy.
What did you find most impressive about this company?
The administrative staff was helpful in moving us forward and getting the most out of our support team.
Are there any areas for improvement?
No, it was a great experience.
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
4.0
Value / within estimates
Willing to Refer
5.0
NPS
Customer Support for Analytics Company
Call Center Services
$50,000 to $199,999
Jan. 2016 - Ongoing
5.0
Quality
5.0
Schedule
5.0
Cost
5.0
Willing to Refer
5.0
“Both the quality of their work and their passion for delivering a great service exceeded our expectations.”
Sep 27, 2018
Head of Product and Services, Kissmetrics
Derek Skaletsky
Verified
Business services
San Francisco, California
11-50 Employees
Online Review
Verified
Helpware provides full-service customer support throughout the business week. The team is contracted on an ongoing basis.
Customers are pleased with the level of support provided by Helpware. The team consistently offers high-quality services, leading to a lasting partnership. Their communication is one of their key strengths.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
I’m the head of product and services at Kissmetrics. We provide behavioral analytics and email campaign automation services.
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire Helpware?
We needed an agency to manage front-line support for our customer base.
What were your goals for this project?
Our main goal was to provide our customers with reliable support services.
SOLUTION
How did you select this vendor?
My company hired Helpware before I started, so I wasn’t involved in the selection process.
Describe the project in detail.
We hired them on an ongoing basis. They manage our customer service process, handling all of our support-based needs throughout the business week.
What was the team composition?
They provide a team of 2–4 dedicated resources that work directly on our project. There has been some turnover, but it’s been minimal and hasn’t caused any disruptions.
RESULTS & FEEDBACK
Can you share any outcomes from the project that demonstrate progress or success?
Our customers are pleased with the availability and quality of the services that Helpware provides. Internally, we’re very happy with their work, which is why we continue to renew our contract with them.
How effective was the workflow between your team and theirs?
We have a fluid communication process with the Helpware team. We interact daily with scheduled biweekly tactical calls and bimonthly management calls.
What did you find most impressive about this company?
Both the quality of their work and their passion for delivering a great service have exceeded our expectations.
Are there any areas for improvement?
I don't think that are any areas that need improvement.
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Showing 41-47 of
47 Reviews
Our Story
Helpware started in 2015, intending to reshape what outsourcing can be by making it more human, flexible, and performance-driven. What began as a small startup has grown into a global BPM partner operating across 19 locations on four continents. As we scaled, we expanded far beyond traditional customer support. Through strategic growth and acquisitions, we built out capabilities in software development, digital marketing, and AI—bringing everything together under one roof.
What Sets Us Apart
Our Mission
Our mission is to help companies work smarter, scale faster, and stay competitive in a constantly evolving digital environment. We blend human expertise with AI-driven innovation, focusing on delivering measurable business impact, as evidenced by high CSAT scores, improved quality and performance.
Our Vision
We aim to become the most trusted global partner for companies looking to grow intelligently. At the core of our vision is the belief that the best results come from the right balance between people and technology.
Why Helpware
What makes Helpware different is a simple but disciplined approach: focus on what matters and do it exceptionally well. The company is built to scale quickly, with global locations and flexible delivery models. At the same time, it stays deeply people-first—investing in teams & building culture.
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