# Helpware CX Helpware CX Reviews (47), Pricing, Services & Verified Ratings - Verified - 4.8 out of 5 average review rating - 9 connections joined Helpware CX's Network [Visit Website](https://helpware.com/cx?utm_source=clutch.co&utm_medium=referral&utm_campaign=profile) [Get a Custom Proposal](https://clutch.co/profile/helpware-cx) **End-to-end CX solutions that delight customers** 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 ## Company Information - Minimum project size: $5,000+ - Hourly rate: < $25 - Number of employees: 1,000 - 9,999 - 9 Locations: - Lexington, KY (Headquarters) - Kyiv, Ukraine - Taguig, Philippines - Guadalajara, Mexico - Berlin, Germany - Kraków, Poland - ახალქალაქი, Georgia - Kampala, Uganda - San Juan, Puerto Rico - Founded in 2015 - 16 languages: Mandarin, English, Spanish, Arabic, Russian, Portuguese, Japanese, German, Korean, French, Vietnamese, Italian, Polish, Ukrainian, Romanian, Dutch - 32 timezones: Australia Central Time (ACT), Argentina Standard Time (AGT), Alaska Standard Time (AKST), (Arabic) Egypt Standard Time (ART), Australia Eastern Time (AET), Bangladesh Standard Time (BST), Brazil Eastern Time (BET), Central African Time (CAT), Central European Time (CET), Canada Newfoundland Time (CNT), Central Standard Time (CST), China Taiwan Time (CTT), Eastern African Time (EAT), Eastern Standard Time (EST), Eastern European Time (EET), Greenwich Mean Time (GMT), Hawaii Standard Time (HST), Indiana Eastern Standard Time (IET), India Standard Time (IST), Japan Standard Time (JST), Middle East Time (MET), Midway Islands Time (MIT), Mountain Standard Time (MST), Near East Time (NET), New Zealand Standard Time (NST), Phoenix Standard Time (PNT), Puerto Rico and US Virgin Islands Time (PRT), Pacific Standard Time (PST), Pakistan Lahore Time (PLT), Solomon Standard Time (SST), Universal Coordinated Time (UTC), Vietnam Standard Time (VST) ## Services, Focus Areas, Industries, and Clients ### Service Lines - 50% Customer Service Outsourcing - 20% Call Center Services - 10% Back Office Outsourcing - 10% Content Moderation Services - 10% Data Annotation Services ### Focus Areas - Inbound Services: - 65% Answering services - 25% Inbound appointment scheduling - 10% Virtual receptionist - Outbound Services: - 50% B2C Telemarketing & telesales - 50% Collections Recovery Services - Customer Service Outsourcing: - 30% Chat Support Services - 30% Email Support Services - 30% Phone Support Services - 10% Order Processing & Taking - Data Annotation Media: - 30% Text Annotation - 25% Image Annotation - 25% Video Annotation - 20% Audio Annotation - Content Moderation Media: - 25% Audio Moderation - 25% Image Moderation - 25% Text Moderation - 25% Video Moderation - Back Office Outsourcing: - 25% Data Entry & Processing - 25% Medical Billing Services - 25% Payment Processing - 25% Revenue Cycle Management - Content Moderation Channels: - 20% Chat Moderation Services - 20% Online Community Moderation - 20% Profile Content Moderation - 20% Social Media Moderation - 20% Website Content Moderation ### Industries - 5% Gaming - 15% Medical - 15% Information technology - 5% Real estate - 15% Retail - 5% Business services - 30% eCommerce - 10% Financial services ### Clients - 20% Small Business (<$10M) - 60% Midmarket ($10M - $1B) - 20% Enterprise (>$1B) ## Pricing Snapshot Average rating for cost based on this provider's reviews: 4.7 out of 5 **What Clients Have Said** *(This summary is based on verified Clutch reviews.)*: 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. **Most Common Project Size**: $50,000 to $199,999 based on 34 reviews *(Pricing information for this provider is based on reviews where the project size was available.)* ### Pricing by Service - Call Center Services: $10,000 to $49,000 based on 14 reviews - IT Staff Augmentation: $10,000 to $49,000 based on 3 reviews - Customer Service Outsourcing: $50,000 to $199,999 based on 2 reviews - Social Media Marketing: Less than $10,000 based on 2 reviews - Market Research: $50,000 to $199,999 based on 1 review - HR Consulting: $10,000 to $49,000 based on 1 review - Cybersecurity: $200,000 to $999,999 based on 1 review - Business Consulting: $1,000,000 to $9,999,999 based on 1 review - BI & Big Data Consulting & SI: Less than $10,000 based on 1 review - Other IT Consulting and SI: $1,000,000 to $9,999,999 based on 1 review - Application Management & Support: $10,000 to $49,000 based on 1 review - Back Office Outsourcing: $200,000 to $999,999 based on 1 review - Custom Software Development: Confidential based on 1 review - Digital Strategy: Confidential based on 1 review - Graphic Design: Confidential based on 1 review - Other Marketing: Confidential based on 1 review - Video Production: Confidential based on 1 review ## Reviews Clutch investigates each reviewer's identity and work history. Every review goes through a rigorous, human-led verification process to confirm the reviewer's identity, and reviews that we verify are visibly marked as 'Verified' so you can trust that they come from a real client. [Learn More](https://help.clutch.co/en/knowledge/how-clutch-verifies-reviews) ### Helpware CX Review Insights Overall Review Rating: 4.8 - Quality: 4.8 - Schedule: 4.8 - Cost: 4.7 - Willing to Refer: 4.9 ### Top Mentions - Communicative (12 mentions) - Proactive (12 mentions) - Great project management (7 mentions) - High-quality work (7 mentions) - Team players (7 mentions) - Helpful (6 mentions) - Professional (6 mentions) - Timely (6 mentions) - Easy to work with (5 mentions) - Exceeds expectations (5 mentions) - Flexible (5 mentions) - Great team (4 mentions) - Adaptable (3 mentions) - Exceptional performance (3 mentions) - Understands their clients' needs (3 mentions) - Accommodating (2 mentions) - Efficient (2 mentions) - Passionate about their work (2 mentions) - Puts the customer first (2 mentions) - Reasonable pricing (2 mentions) ### Review Highlights **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. **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. **Strong Communication and Collaboration** Helpware's teams maintain open and effective communication with clients, using tools like Slack and Zoom for seamless collaboration. This approach fosters a sense of partnership and trust, ensuring that clients feel supported and informed throughout the engagement. **Scalable and Flexible Solutions** Helpware's ability to scale resources up or down based on client needs is highly valued. They provide flexible staffing solutions, allowing businesses to manage peak workloads without compromising service quality. This adaptability is crucial for clients with fluctuating demands. **Effective Project Management** 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. **Comprehensive Onboarding and Training** Helpware provides thorough onboarding and training for their teams, ensuring that employees are well-prepared to meet client needs. This attention to detail helps maintain high-quality service standards. **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. **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. **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. ### Helpware CX Reviews #### Call Center Services for Digital Government Partner (Featured Review) **The Project** - Services: Call Center Services - Project size: $10,000,000 + - Project length: Oct. 2021 - Ongoing **Project Summary**: Helpware provides call center services for a digital government partner. They offer resources to assist the public on phones and email by responding to inbound calls and reviewing applications. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Project Manager, NIC Virginia - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Jun 6, 2022 **Feedback Summary**: Helpware's consistent performance has been a significant help to the client, delivering 500 agents offering excellent call center services per day. The team has met the vast requirements despite the project's size and scope. Overall, the partnership has been a fruitful one. ""Helpware has consistently exceeded expectations even when we have special support needs."" **BACKGROUND** Please describe your company and your position there. I am a project manager and provide government support for local and state government programs, but had to deliver exceptional results for our partners during the COVID Pandemic. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware, and what were your goals?? Our team built the front and back end but needed scalable resources to assist the public on phones, e-mail, and via our administrative application. We needed to scale quickly and maintain 500 agents per day and adapt with specialty support for our client. **SOLUTION** How did you select this vendor and what were the deciding factors? We had worked with call centers before and Helpware came with high recommendations. Our direct and indirect research reinforced the decision to partner with Helpware. Describe the project in detail and walk through their service package, including any calling tools used. The Virginia Rent Relief Program (RRP) was created to provide temporary emergency rental assistance to ensure stable housing during the COVID-19 pandemic and was primarily funded by federal stimulus grants through the U.S. Department of Treasury. Our team built the front and back end but needed scalable resources to assist the public on phones, e-mail, and via our administrative application. Helpware provided skill and experience to scale support with results that exceeded objectives. Agents answered inbound phone calls, responded to inbound e-mails, and reviewed applications using our administrative system. We used Helpware's IVR, quality systems, language line, and outbound calls in some of the specialty support roles. Who did you work with and what was the feedback process like? We worked with Directors, Managers, line management, technical resources, and the quality team. Meetings were twice each week with clear communication and transparency to deliver the fastest results possible. **RESULTS & FEEDBACK** Can you share any measurable outcomes of the project or general feedback about the service? Helpware provided great talent for our project with consistent performance for the main channels of support, and was incredibly adaptable when we needed specialty support. Helpware delivered 500 agents per day and other targets to catalyze success. Their ability to scale support in a short period of time was remarkable. Describe their project management style, including communication tools and timeliness. The size and scope of our project was supported with overlapping management resources to make sure we had top minds available at all times. Standing meetings were scheduled for twice each weeks, but direct calls occurred at all times of the day when high priority communication was essential. I would describe communication as direct and continuous and a key to the success on this program. What did you find most impressive or unique about this company? Ramp up of resources was impressive and exceeded expectations. Helpware needed to deliver 500 agents, so their goal was to always have more than 500 agents trained and available to always meet the goal. Are there any areas for improvement or something they could have done differently? Helpware has consistently exceeded expectations even when we have special support needs. If improvement was possible, Helpware delivered it up front. --- #### Staff Aug & Back Office Outsourcing for Cybersecurity Co **The Project** - Services: Back Office Outsourcing, Cybersecurity, IT Staff Augmentation - Project size: $200,000 to $999,999 - Project length: Jan. 2023 - Sep. 2024 **Project Summary**: Helpware provided staff augmentation for a cybersecurity company. Helpware assembled a team of 15 resources and provided best practices and process training to support the client's alert monitoring service. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** CEO, Cybersecurity Company - Industry: Information technology - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — May 13, 2025 **Feedback Summary**: Helpware's work resulted in cost savings, increased quality, and positive scalability for the client. The team had better-than-expected project management skills and delivered training and outcomes on time and within budget. They were also proactive and collaborative in their communication. ""They are all so positive and on top of things that it raised the level of performance of my own company."" **BACKGROUND** Please describe your company and position. I am the CEO of an information technology company Describe what your company does in a single sentence.Managed Security Service Provider (MSSP): Cybersecurity **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Helpware to accomplish?Hire, train, and retain resources to support a defined alert monitoring service. **SOLUTION** How did you find Helpware?ReferralWhy did you select Helpware over others?High ratingsPricing fit our budgetGood value for costCompany values alignedHow many teammates from Helpware were assigned to this project?15+Describe the scope of work in detail. Please include a summary of key deliverables.Helpware assembled a team of around 15 resources, provided training on their best practices, and training on the specific technical processes using materials we provided.  They met and exceeded quality and timeliness targets every week.  There was little to no turnover, keeping our costs low.  Their management team provided clear updates to us on a weekly basis.  **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Cost savings of technical resources needed.  Quality increase; and ability to scale quickly and positively. Describe their project management. Did they deliver items on time? How did they respond to your needs?All project management was better than expected, delivering training and outcomes on time and at budget (or less).  Communications were proactive and collaborative. What was your primary form of communication with Helpware?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?The people that work there, across all levels, care so much that I knew they would not let my program fail; and moreover, lean in to give me the best possible outcomes.  They are all so positive and on top of things that it raised the level of performance of my own company.Are there any areas for improvement or something Helpware could have done differently?No --- #### Customer Service Outsourcing for Parking Software Company **The Project** - Services: Customer Service Outsourcing - Project size: $1,000,000 to $9,999,999 - Project length: Apr. 2018 - Ongoing **Project Summary**: Helpware provides ongoing customer service outsourcing services for a parking software company. The team handles equipment and software; they’re in charge of remotely troubleshooting issues for end clients. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 4.5 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** Customer Support Team Leader, Parking Software Company - Industry: Other industries - Client size: 11-50 Employees - Review Type: Phone Interview - Verified **The Review** — Feb 12, 2024 **Feedback Summary**: End clients are satisfied with Helpware’s quality services; the team consistently meets the client’s 25-ticket weekly quota. They’re timely, friendly, and communicative through Microsoft Teams, phone calls, and texts. Overall, they stand out for their ability to build relationships with customers. "“They’re patient, professional, and polite.”" **BACKGROUND** Introduce your business and what you do there.I’m the customer support team manager for a software company in the parking industry. Our client base includes over 1,000 hotels, casinos, hospitals, and universities. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Helpware?We needed someone who could troubleshoot our system when our clients have issues with the parking software. **SOLUTION** What was the scope of their involvement?Helpware handles an array of equipment and software; they don’t do any purchasing. If the equipment goes faulty, they troubleshoot it remotely, including cameras, gates, scanners, tablets, PCs, and credit card readers. They also install software onto the cameras, PCs, and credit card readers.All the employees work remotely. If the software goes down, our clients can call the support line. Then, the technicians directly reach out to the client. People think they’re working with us but are actually in contact with Helpware.For example, a client might call because their gates aren’t opening, and they have 1,000 people trying to get out of the parking lot. Helpware comes in remotely and troubleshoots the gate so it’ll start working again.What is the team composition?We now have six technicians. We hired three last year, and they became comfortable with our software and system within a year.How did you come to work with Helpware?At the time, my supervisor handed me the contact for Helpware and told me to contact them and start interviewing somebody to bring on board. I’m not sure how he got the contact information.How much have you invested with them?We pay roughly $18,000 a month for six teammates.What is the status of this engagement?We hired them in April 2018, and our relationship is ongoing. We’ve renewed the contract and come to an agreement for another year. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement?We request a quota of 25 ticket closures a week, and Helpware always comes close to or exceeds the quota every week. Overall, their quality is excellent; they’re great with our clients.How did Helpware perform from a project management standpoint?They meet deadlines and stay within the budget. We work together through Microsoft Teams and are in touch daily through texts. End clients communicate with them through phone calls, WebEx, LogMeIn, and other kinds of communication depending on the client.Are there any employees from the service provider's team that you would like to give a shout-out to in this review?The first employee we had quickly became our shining star. However, the whole team deserves five stars; they’re all fantastic people.What did you find most impressive about them?We’ve been impressed by how they deal with clients. They’re patient, professional, and polite. Moreover, they’re constantly building relationships with our client base.Are there any areas they could improve?Most companies are constantly changing their software. The only improvement would be that they keep up with the software changes.Do you have any advice for potential customers?Keep an open line of communication with the management team and technicians. --- #### Customer Support Services for Grocery Delivery Company **The Project** - Services: Call Center Services - Project size: Confidential - Project length: Nov. 2020 - Ongoing **Project Summary**: Helpware provides customer support services to a grocery delivery firm. They've deployed over 30 agents to provide support in the client's email, text messages, and social media channels. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** Customer Care Manager, Grocery Delivery Company - Industry: Other industries - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — May 1, 2023 **Feedback Summary**: Helpware has helped the client achieve the highest customer satisfaction scores they've ever had. The client commends the vendor's empathetic agents, dedicated leadership team, company culture, and quick reply times. They also praise the vendor's seamless project management and communication. ""The leadership team has taken our current processes, learned them quickly, and trained the new teammates."" **BACKGROUND** Please describe your company and position. I am the Customer Care Manager of a food & beverages company Describe what your company does in a single sentence. Online grocery and recipe delivery service. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Helpware to accomplish? Decrease our average FRT during a time when the business grew quickly and more customers were relying on grocery delivery. **SOLUTION** How did you find Helpware? Other Why did you select Helpware over others? High ratings Pricing fit our budget Other What was the size of Helpware’s team? 35+ Describe the scope of work in detail. Please include a summary of key deliverables. Our project has been running for 2+ years. Our initial team of 4 agents has now grown into a team of 30+. Besides continuing to support emails and text messages, Helpware now also provides support for our Social Media channels. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success? Our customer satisfaction scores are the highest they’ve ever been. Quick reply times, empathetic agents and a dedicated leadership team are making a difference for our customers. Describe their project management. Did they deliver items on time? How did they respond to your needs? On point and timely. Near seamless. The leadership team has taken our current processes, learned them quickly, and trained the new teammates. Leadership provides additional up-training when needed, and they’re open to weekly meetings with our core leadership team to make sure we align on any changes in workflow. What was your primary form of communication with Helpware? Virtual Meeting What did you find most impressive or unique about this company? Their company culture is unique - and closely reflects ours. Are there any areas for improvement or something Helpware could have done differently? More advanced notice for agent schedule changes and agent departures. --- #### Video Labeling For IoT Company **The Project** - Services: Business Consulting - Project size: $1,000,000 to $9,999,999 - Project length: Dec. 2020 - Ongoing **Project Summary**: An IoT company hired Helpware to handle their video labeling efforts. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** Vendor Manager, Samsara - Industry: Other industries - Review Type: Phone Interview - Verified **The Review** — Oct 3, 2022 **Feedback Summary**: Helpware boasts a 98% accuracy rate on video review, and their agents are able to process over 350 video events per hour. They excel at project management and communicate well to ensure a fruitful partnership. They've done a great job of adapting to the client's ever-evolving products and software. "“Helpware excels at project management.”" **BACKGROUND** Introduce your business and what you do there. I’m the vendor manager at Samsara, an IoT company focused on helping companies become safer and more efficient through AI and data. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Helpware? We needed video labeling support. **SOLUTION** What was the scope of their involvement? Helpware handles our video labeling efforts for us. What is the team composition? We’ve worked with around 60 people from Helpware, including a client services manager, an operations manager, and their VP of development. How much have you invested with them? We’ve spent somewhere between $2,000,000–$3,000,000 so far. What is the status of this engagement? We started working together in December 2022, and the engagement is ongoing. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? Helpware has a 98% accuracy rate on video review, and their agents are able to process over 350 video events per hour. How did Helpware perform from a project management standpoint? Helpware excels at project management. We use Lucid for project management. What did you find most impressive about them? We are a technology company, and our software and products are constantly changing and evolving. Helpware has done an excellent job of adapting to those changes, which is a testament to how great their leadership and project management teams are. Are there any areas they could improve? They've been great partners, so I don't have any complaints. Do you have any advice for potential customers? Make sure to build a strong relationship with their leaders and their CSMs. It would be a great idea to have open and consistent communication with them. --- #### Call Center Services for Digital Government Partner **The Project** - Services: Call Center Services - Project size: $10,000,000 + - Project length: Oct. 2021 - Ongoing **Project Summary**: Helpware provides call center services for a digital government partner. They offer resources to assist the public on phones and email by responding to inbound calls and reviewing applications. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Project Manager, NIC Virginia - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Jun 6, 2022 **Feedback Summary**: Helpware's consistent performance has been a significant help to the client, delivering 500 agents offering excellent call center services per day. The team has met the vast requirements despite the project's size and scope. Overall, the partnership has been a fruitful one. ""Helpware has consistently exceeded expectations even when we have special support needs."" **BACKGROUND** Please describe your company and your position there. I am a project manager and provide government support for local and state government programs, but had to deliver exceptional results for our partners during the COVID Pandemic. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware, and what were your goals?? Our team built the front and back end but needed scalable resources to assist the public on phones, e-mail, and via our administrative application. We needed to scale quickly and maintain 500 agents per day and adapt with specialty support for our client. **SOLUTION** How did you select this vendor and what were the deciding factors? We had worked with call centers before and Helpware came with high recommendations. Our direct and indirect research reinforced the decision to partner with Helpware. Describe the project in detail and walk through their service package, including any calling tools used. The Virginia Rent Relief Program (RRP) was created to provide temporary emergency rental assistance to ensure stable housing during the COVID-19 pandemic and was primarily funded by federal stimulus grants through the U.S. Department of Treasury. Our team built the front and back end but needed scalable resources to assist the public on phones, e-mail, and via our administrative application. Helpware provided skill and experience to scale support with results that exceeded objectives. Agents answered inbound phone calls, responded to inbound e-mails, and reviewed applications using our administrative system. We used Helpware's IVR, quality systems, language line, and outbound calls in some of the specialty support roles. Who did you work with and what was the feedback process like? We worked with Directors, Managers, line management, technical resources, and the quality team. Meetings were twice each week with clear communication and transparency to deliver the fastest results possible. **RESULTS & FEEDBACK** Can you share any measurable outcomes of the project or general feedback about the service? Helpware provided great talent for our project with consistent performance for the main channels of support, and was incredibly adaptable when we needed specialty support. Helpware delivered 500 agents per day and other targets to catalyze success. Their ability to scale support in a short period of time was remarkable. Describe their project management style, including communication tools and timeliness. The size and scope of our project was supported with overlapping management resources to make sure we had top minds available at all times. Standing meetings were scheduled for twice each weeks, but direct calls occurred at all times of the day when high priority communication was essential. I would describe communication as direct and continuous and a key to the success on this program. What did you find most impressive or unique about this company? Ramp up of resources was impressive and exceeded expectations. Helpware needed to deliver 500 agents, so their goal was to always have more than 500 agents trained and available to always meet the goal. Are there any areas for improvement or something they could have done differently? Helpware has consistently exceeded expectations even when we have special support needs. If improvement was possible, Helpware delivered it up front. --- #### Customer Support for Custom Meal Service Provider **The Project** - Services: Application Management & Support, HR Consulting - Project size: $10,000 to $49,999 - Project length: Nov. 2020 - Ongoing **Project Summary**: Helpware provides customer support for a custom meal service provider's geographically diverse clientele. Their aim is to increase the client's coverage of time zones with more agents. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** Customer Experience Manager, Chowbotics by DoorDash - Industry: Other industries - Client size: 5,001-10,000 Employees - Review Type: Online Review - Verified **The Review** — Feb 4, 2022 **Feedback Summary**: Helpware is friendly and composed, regardless of what situation they're dealing with. There is limited to zero bureaucracy when it comes to implementing changes, as well. They have a responsive team who are always ready and willing to help. ""I always feel highly supported by the team leads and I really appreciate their attentiveness."" **BACKGROUND** Please describe your company and your position there. Chowbotics by DoorDash operates food dispensing robots. I am the Customer Experience Manager here. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware? Our Customer Support Team needed Helpware's assistance with providing customer support to our geographically diverse customers. **SOLUTION** How did you select this vendor and what were the deciding factors? We wanted a team that was agile, responsive and that could cover a lot of geographical territory. Describe the project in detail and walk through the stages of the project. Helpware was onboarded and the first agent we brought onto the project eventually was able to answer calls and from there on we increased the number of agents to allow for increased coverage of time zones. How many resources from the vendor's team worked with you, and what were their positions? We worked directly with the account manager, and with several team leads. I always feel highly supported by the team leads and I really appreciate their attentiveness. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? The first agent hired with our account was able to answer and respond to a high volume of calls every week. He came into his own as an agent and was able to take ownership of every call and every case he encountered. His knowledge of our product and his interpersonal skills have made him a huge asset to our team as we can trust him with responding to our customers while we focus on equally high priority tasks. How effective was the workflow between your team and theirs? It felt like there was very little divide between our teams. There was limited to zero bureaucracy when it came to implementing changes, which was extremely beneficial to us because we as a team need to move fast and having a simple but effective work flow made all the difference. What did you find most impressive or unique about this company? Their friendless and composure regardless of what situation we were dealing with was always very welcome. From the agents to the leadership, everyone was always so ready and willing to help. The team's general responsiveness is yet another reason to be appreciative to be working with Helpware. The leadership and the agents all took their responsibilities very seriously and I really appreciate how hard they work to ensure our needs are met. Are there any areas for improvement or something they could have done differently? It might have been useful to have the team leads more involved in onboarding and trainnig. --- #### Centralization Process & Outsourcing Svcs for Treatment Firm **The Project** - Project size: $200,000 to $999,999 - Project length: Jan. 2017 - Ongoing **Project Summary**: Helpware helped a treatment center centralize their processes by identifying their training needs and performance metrics. They continue to provide outsourcing services to the company. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** CMO, Pain Treatment Center - Industry: Other industries - Client size: 51-200 Employees - Review Type: Phone Interview - Verified **The Review** — Aug 18, 2021 **Feedback Summary**: Thanks to Helpware's support, the company's efficiency and performance have dramatically raised. Their high-quality work and their strong communication skills are key to their success. Customers can expect transparency, proactiveness, and timeliness, which encourages long-term partnership. ""Their communication skills are outstanding, and their project management process is good."" **BACKGROUND** Introduce your business and what you do there. I’m the CMO of a pain treatment center. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Helpware? A lot of our new patients were coming in through different offices. In total, we had five clinics and three surgery centers, so we got referrals every day from doctors that come in through different channels. After that, those referrals went to individual offices, and they had different processes in handling them. As a result, we hired Helpware to centralize our processes. **SOLUTION** What was the scope of their involvement? Helpware started by helping us put together a workflow that identified the internal team’s training needs and KPIs that would be used to measure their performance. The team continues to provide outsourcing services to us. What is the team composition? We’re working with three people in the management and performance improvement team. They also have one trainer and other members. How did you come to work with Helpware? We interviewed several companies who could help us, and Helpware turned out to be the best choice. How much have you invested with them? Weve spent $250,000–$500,000. What is the status of this engagement? Our ongoing partnership began in January 2017. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement?  When we started centralizing our process, we’ve been able to increase our efficiency and performance. Helpware’s quality of work is phenomenal, and they ensure that they present regular reports. Overall, we have a close-knit integration with them. How did Helpware perform from a project management standpoint? Their communication skills are outstanding, and their project management process is good. Above all, they meet their deadlines. What did you find most impressive about them? Their transparent and proactive approach has been impressive. On top of that, they’re great to talk with. Are there any areas they could improve? No, they have no areas to improve. Do you have any advice for potential customers? I highly recommend working with Helpware. To get the most out of the partnership, have an idea of the end result you want. Start with the end in mind and work your way to the project’s phases. --- #### Call Center Services for Nonprofit Organization **The Project** - Services: Call Center Services - Project size: $200,000 to $999,999 - Project length: Mar. 2021 - Ongoing **Project Summary**: Helpware handles call center services for a nonprofit organization. The team provides daily operational support, making outbound calls to pharmacies and clinics to gather COVID-19 vaccination data. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** Director of Operations, Vaccinate The States - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Jun 1, 2021 **Feedback Summary**: Since partnering with Helpware, the client has seen a boost in overall productivity and efficiency. The team learns and works fast without compromising quality. Their communicative and proactive attitude continues to pave the way for a long-term partnership.  ""I've been most impressed by their enthusiastic and proactive approach." " **BACKGROUND** Please describe your company and your position there. I'm the Director of Operations for VaccinateCA / Vaccinate The States. We gather the latest information about which locations are offering the COVID-19 Vaccine, who is eligible, and how to get an appointment. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware, and what were your goals?? In March, we needed to quickly scale up our calling operation, from several hundred calls per day to several thousand calls per day. We were expanding our footprint from California to the entire United States, as well as responding to frequent updates to which groups of individuals were eligible to be vaccinated (which meant frequent updates were needed to our site statuses.) We hired Helpware to be able to quickly hire and manage the additional callers necessary. **SOLUTION** How did you select this vendor and what were the deciding factors? We completed interviews and trial periods with 2 vendors. We selected Helpware because of their quality scores, their team lead's responsiveness to feedback, and their proactive customer account management. Describe the project in detail and walk through their service package, including any calling tools used. Helpware's agents work 5 days per week, making outbound calls to pharmacies, clinics, and other locations that are prioritized in our calling app. They use their own lightweight dialer that they were able to configure to dial out based on our app's call link. We provided a script, training, and QA rubric/guidance. Given that we had already done this with internal volunteers and paid agents, we were able to re-use processes and training, and ramp Helpware's agents up quickly. Our script covers whether a given location is vaccinating, which groups are eligible, and the process for scheduling appointments. There's also a process to submit data corrections. Throughout the day, Helpware's managers/QA continually review their agents work and coach them to achieve truly impressive QA metrics as well as efficiency. Who did you work with and what was the feedback process like? We have a manager who directly oversees around 25 agents. As we grew the project, one agent was promoted to also work on QA with the manager. This prior experience as an agent makes them very valuable on QA! We have a shared Slack channel that we talk on regularly, as we see any QA issues or they have any questions. We also have a regularly weekly sync as our main touchpoint. **RESULTS & FEEDBACK** Can you share any measurable outcomes of the project or general feedback about the service? Their latest calls per hour was 15.3, compared with our target range of 10-15 calls per hour. Their QA accuracy is currently around 99%. In general, we've found them to be motivated, professional, and responsive to feedback. Describe their project management style, including communication tools and timeliness. In the beginning, our team was an implementation manager, team lead, operations lead, and technical lead. This was a good balance of expertise and keeping the team small enough to move quickly. At this point, we have weekly check-ins with the customer success lead, team lead, and QA, as well as a monthly QA trends meeting. What did you find most impressive or unique about this company? I've been most impressed by their enthusiastic and proactive approach to calling out things going well, things going poorly, and risks. The communication has helped us move quickly and prevent issues before they happen. Are there any areas for improvement or something they could have done differently? We had noticed a few issues with agents' grammar in some of our public-facing notes, which we want to ensure make a good impression on our site. But, this was also addressed very well through coaching and creating guides with standard phrasing for the agents. --- #### Call Center Services for Resume Builder Website **The Project** - Services: Call Center Services - Project size: Confidential - Project length: Aug. 2020 - Ongoing **Project Summary**: Helpware provides ongoing call center services for a resume builder website. The team provides product support and technical troubleshooting via email and phone channels. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** Customer Service & Operations Manager, Rocket Resume - Industry: Media - Client size: 1-10 Employees - Review Type: Online Review - Verified **The Review** — Apr 29, 2021 **Feedback Summary**: Thanks to Helpware's support, the client's customer satisfaction score has improved by 30 points, resulting in a tangible impact on their business growth. The team is proactive and flexible. They are composed of highly skilled personnel who work hard to ensure that quality standards are met. ""We appreciate most just how flexible they were in working with a smaller, but rapidly growing, business." " **BACKGROUND** Please describe your company and your position there. Rocket-Resume.com provides workers with software to easily create robust and attractive resumes. Our passion is helping people best represent their experience and skills so to help them get hired. I manage the Customer Service and Operations functions for the company. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware? Our customer growth necessitated hiring a partner to handle the growing number of customer inquiries. We hired Helpware to provide English language support via email and phone channels. What were your goals for this project? Our goal was to ensure a positive and smooth customer experience, reflected in an improved Customer Satisfaction score. **SOLUTION** How did you select Helpware? We started with an Internet search, identified several potential providers, set up conversations with each, and then asked for bids from those that aligned best with our project. We wanted a partner who could be nimble, would be willing to start with a smaller project and then grow with it, and one who had a proven track record of success working with companies like ours. Describe the project in detail. We have phone and email English language support, 8am-5pm CST. Customer support consisted of transactional questions related to customers' accounts, but also product support and technical troubleshooting. Helpware onboarded easily as, after we ran them through the product, and most common customer questions, Helpware had a team of outstanding personnel who ensured quality standards were met, all documentation was maintained, etc. We were charged monthly a single amount that covered our agents, as well as those supporting the overall project. What was the team composition? We started with a single agent at the start, which is not a typical team size that most outsourcing partners will accept. Team minimums of 3-5 are more common. To support our single agent, there was an additional team of 4 who managed our agent as well as agents on other projects, a project leader, an account manager, and a quality and training specialist. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? The team answered 100% of tickets beginning day 1. This was hugely impactful because it freed other employees up to focus on growth and product development. Over the duration of the partnership, our principal metric for measuring customer satisfaction (CSat) improved by 30 points and that had tangible impact on the growth of our business as well. They really exceeded our expectations in that regard. I can't say enough good things about Jonathan, Areli, Marcela, Sergio, and Oliver. How effective was the workflow between your team and theirs? We connected virtually both via a shared Slack channel, and met bi-weekly to review key performance metrics on a shared Google Slides deck. This regular, ongoing contact ensured we were always aware of what was happening with our customers. What did you find most impressive about this company? Helpware was critical to our business growth. They were very quick to onboard and ramp up, which allowed others to focus on other business matters. They were extremely proactive in surfacing opportunities for improvements either in our product or our business practices. We appreciate most just how flexible they were in working with a smaller, but rapidly growing, business. Are there any areas for improvement? Like working with any team based in another country, there is an opportunity to improve customer communications when conducting it not in one's native language. Word choice/vocabulary/accent work, all help with the customer experience. --- #### Design & SMM for Graphic Design Firm & Online Shop **The Project** - Services: Social Media Marketing - Project size: Less than $10,000 - Project length: May 2020 - Ongoing **Project Summary**: Helpware provides ongoing design and social media marketing for a graphic design firm and online shop. The team was hired to provide design and production assistance, as well as create a social media plan. **Review Rating**: 4.5 - Quality: 4.5 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 4.5 **The Reviewer** Owner & Creative Director, EnZed Design, LLC - Industry: Advertising & marketing - Client size: 1-10 Employees - Review Type: Online Review - Verified **The Review** — Jan 13, 2021 **Feedback Summary**: Thanks to Helpware's efforts, the client was able to increase its social media presence significantly.  The communication is easy and effective and is carried through Zoom and Slack. The team was able to listen to the client's ideas and find ways on how to address them. ""They seem to have a resource for any skill I need." " **BACKGROUND** Please describe your company and your position there. I'm the owner and creative director of a graphic design firm and online shop for our stationery products. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware? I needed design and production assistance for my design firm projects as well as a strong social media plan for my online shop. What were your goals for this project? My goals were to create a social media strategy to increase awareness and engagement, growing followers in the near term. **SOLUTION** How did you select Helpware? After downsizing our staff due to COVID, I looked to Helpware as a support to take on overflow client work, such as design production tasks. I had learned of Helpware through a client that raved about their digital offerings. After working with them for a short time, I soon widened my use of their expertise to social media and then shifted their focus to supporting my online shop. Describe the scope of their work in detail. The Helpware team researched the best hashtags and content practices for our company posts, assisting with daily posting and creating visual assets, like product mock ups and icons that fit within my brand guidelines. They also have advised me on improving my shop website to optimize it for attracting more sales and adding a blog. What was the team composition? I have a team leader whom I meet with weekly and she pulls in her team members who have expertise in specific tasks, such as website optimization and development, graphic design, illustration, and video creation. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? My social media presence has increased significantly, adding followers and interactions with them. The overall look of the Instagram feed is strategic and attractive now. They also added a Pinterest presence. How effective was the workflow between your team and theirs? We work on Slack and through Zoom to communicate. It's easy and effective. They listen to my ideas and research ways to address them. The regularity of our communication motivates me to provide them with tasks and feedback to keep internal projects moving. What did you find most impressive about this company? They seem to have a resource for any skill I need. Are there any areas for improvement? At times there's a misunderstanding of my task request. I have to explain more completely using visuals in the Slack channel to get the project done. However, that's the nature of online interactions and would be an issue with any team during these times of working from home. They are always open to my feedback and quick to respond. --- #### Call Center Services for Online Store Platform **The Project** - Services: Call Center Services - Project size: Confidential - Project length: Jan. 2013 - Ongoing **Project Summary**: Helpware provides ongoing call center services for an online store platform. The team supplies seven days a week coverage and they handle calls, chats, and other support and assistance channels. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Senior Customer Success Representative, SquadLocker, INC - Industry: Arts, entertainment & music - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Dec 17, 2020 **Feedback Summary**: Helpware's collaboration with the client helps them in saving a lot of time. The team has been accommodating to feedback and have improved communications across all teams. The team leaders meet with the client weekly. Furthermore, Mexico and Kiev meet ups are daily. ""When we needed a schedule adjusted, they are very quick to make the change in a way that benefits everyone." " **BACKGROUND** Please describe your company and your position there. I am a Senior Customer Success Representative and I work for SquadLocker, INC. SL is an online store platform for folks to create stores and sell sports apparel. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware? We hired Helpware to outsource employees for our Customer Service Teams (Customer Experience and Customer Onboarding) What were your goals for this project? Our goal was to free up our in-house staff from online queues (chats, emails, and phone calls) And have Hellpware folks take over. **SOLUTION** How did you select Helpware? We were using Helpware by the time I came on. Describe the project in detail. We have coverage 7 days a week (Mon-Sun 11am-8pm ). We have reps taking calls 10am-4pm). We have chats open 8:30am-8pm) and Helpware assists us on those channels 11am -8pm What was the team composition? We have rotating staff 7 days a week. Helpware enables us to have chat hours as late as 8pm to accommodate west coast users. Being able to provide 24/7 service through our chat channel (most popular and used) has made a huge inpact. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? Having Helpware saves us a lot of time. We do not have to use internal resources to train new HW representatives as HW does that part on their end. That is a huge time saver. They have also been very accomodating to feedback to improve communication across all teams. How effective was the workflow between your team and theirs? We connect with Helpware leaders by weekly. However, we communicate with Mexico and Kiev teams daily. What did you find most impressive about this company? The turnaround time to make changes. When we needed a schedule adjusted, they are very quick to make the change in a way that benefits everyone and causes no disruptions Are there any areas for improvement? Honestly, I feel like working with Yehor and Sergio has been a breeze. We tried out Helpware's resources out of Mexico and have learned so much. --- #### BPO for Meditation App Business **The Project** - Project size: $50,000 to $199,999 - Project length: Mar. 2020 - Ongoing **Project Summary**: Helpware provides reps to support the organization’s small and medium-sized businesses (SMBs). Their work has involved automating and documenting onboarding processes. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** Former Senior Manager of Partner Success, Headspace Inc. - Industry: Other industries - Client size: 201-500 Employees - Review Type: Phone Interview - Verified **The Review** — Nov 9, 2020 **Feedback Summary**: Helpware has consistently exceeded expectations, maintaining net retention of about 70%, which is 20% more than originally planned. The team manages the project excellently, clearly outlining their progress regularly. They’re a proactive partner who takes a thorough approach to their work. ""Their communication is impressive." " **BACKGROUND** Introduce your business and what you do there. I’m the senior manager of partner success at Headspace Inc, but I’m leaving the organization. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Helpware? We hired them to support our small and medium-sized businesses (SMBs). We’re trying to automate, so we brought on Helpware to support those organizations. **SOLUTION** What was the scope of their involvement? Helpware has reps that support our SMBs, and they're fully embedded in our organization as far as technology. They automated and documented our onboarding. Helpware also works with our CX support team, so they brought forward some ideas to me that had worked on that other team. What is the team composition? We work with five reps, and we also have a manager who oversees everything. How did you come to work with Helpware? They started working with our CX team. Additionally, one of our senior directors had previously worked with Helpware at his previous company. I wasn’t part of the initial conversations. How much have you invested with them? For the year, we would’ve spent between $90,000–$100,000. What is the status of this engagement? Initial implementation began in March 2020, and the engagement is ongoing.  **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement?  They’re an awesome organization to partner with. We had clear expectations in terms of revenue targets and they exceeded them. In their first quarter, they were right on-par with if not performing better than our previous rep. When we first engaged them, we were expecting them to at least perform at 55% net retention, and they’ve exceeded that for two quarters going into their third in the 70% range. Helpware has performed well. How did Helpware perform from a project management standpoint? Their project management is excellent. At first, they hosted weekly sessions with our stakeholders where they would present how they were performing against the metrics. We did that for about six months, and they now present a biweekly review.  They present on how they’re performing on their retention, how the sales reps are doing, and how many outreaches they’ve done. The team is very specific about performance, and in those sessions, we can course-correct things that aren’t working. There’s been some turnover on their team, but the manager was there to cover for the reps. What did you find most impressive about them? Their communication is impressive. The team has been excellent. Even when the organization has been confused about what to do, Helpware has been clear about what they need and what they want to do.  They document everything and send follow-up emails after every single one of our calls. It’s been great working with them, and they’ve accelerated some of our slow decisions.  Are there any areas they could improve? No, I have no suggestions. Do you have any advice for potential customers? Go in with some clear expectations on how you need them to perform. For example, we had 12 months’ data on how we needed them to perform. We knew our KPIs, so it was easy for us to communicate on performance. Because we had that bar set, it was just a matter of Helpware reaching and exceeding it, which they were able to do.  --- #### Support Program Dev for Volunteer Computer Software Startup **The Project** - Services: Call Center Services - Project size: Less than $10,000 - Project length: Mar. 2020 - Ongoing **Project Summary**: Helpware is working on customer support services and establishing a 3-tier customer support program that supports users and provides quick feedback. **Review Rating**: 4.5 - Quality: 5.0 - Schedule: 3.5 - Cost: 3.5 - Willing to Refer: 5.0 **The Reviewer** Volunteer, Computer Software Company - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Oct 12, 2020 **Feedback Summary**: Helpware's work has contributed to continuous improvement since the project began. The clarity of roles and communication was low in the beginning but has improved, finding a good working model. ""Helpware has a great track record of working with startups." " **BACKGROUND** Please describe your company and your position there. Our team is on a mission to help communities reopen responsibly during the COVID-19 pandemic without compromising privacy. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware? Primary Customer Support Services. What were your goals for this project? Establish a Tier 1-3 Customer Support Program that supports users and provides quick feedback to our company. **SOLUTION** How did you select Helpware? We reviewed several 3rd Party BPO options using an RFP format. Helpware was 1 of 2 of the finalists before we selected Helpware as the partner of choice. Describe the project in detail. With our app, anonymously check symptoms and receive clear guidance for you. Feel confident that the places you need to go are accessible to you and follow public health guidelines. Generate a pass to get in quickly without sharing personal health data. The app is designed to help communities reopen responsibly. What was the team composition? Our company is a volunteer Non-Profit Startup with about 20 Full Time Volunteers and a large handful of part time volunteers. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? With Helpware's support we've established live Tier 1 Customer Support across email and chat channels. We've been constantly improving the Support Model since the project inception. How effective was the workflow between your team and theirs? At the beginning the clarity of roles and communication was low but overtime we found a good working model with the Helpware Team. What did you find most impressive about this company? Helpware has a great track record of working with startups and they were willing to take a risk on a small Non-Profit startup. Are there any areas for improvement? Helpware bills for the following months estimated charges to improve its cash position. For small startups that are cash reliant this can be a challenge. --- #### Call Center Services for Professional Services Company **The Project** - Services: Call Center Services - Project size: Less than $10,000 - Project length: Aug. 2020 - Ongoing **Project Summary**: Helpware provides customer support for a resume building website. They were involved in the hiring process, and they brought on qualified services agents to handle incoming calls and field emails. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** CEO, Rocket Resume - Industry: Other industries - Client size: 1-10 Employees - Review Type: Phone Interview - Verified **The Review** — Sep 24, 2020 **Feedback Summary**: Helpware was able to bring on and train an agent in a matter of weeks. They stand out from their competitors because they are willing to provide just one agent at a time, making the process affordable and scalable. The stick to the schedule and communicate frequently with the client. "“The value we get for our money is off the charts.” " **BACKGROUND** Introduce your business and what you do there. I’m the CEO of Rocket Resume, a web site where users can build a resume in less than 10 minutes. We also provide other services around helping people get jobs. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Helpware? We needed help with customer support. **SOLUTION** What was the scope of their involvement?  They’re basically handling all of my customer support, including fielding emails, and handling in- and outbound phone calls. Before them, we didn’t have any support. They also helped with the hiring and training process so our new call center agents were up to speed on my product. It was the full white glove treatment for rolling out customer support. They use Zendesk and interact with our payment processor dashboard to cancel subscriptions and issue refunds when appropriate. What is the team composition? They have a very big team. I would say I've interacted with 15 people at some point or another. There’s a training team, and onboarding team, a continuous improvement team, a sales team, and the  CEO was involved briefly. How did you come to work with Helpware? I found them on Clutch. I selected them because my business is small, but is growing rapidly. They had the option of a single call service agent so we could start small and scale as needed. Once I want a second agent, they will find and train them. How much have you invested with them? We spend $2,400 per month. What is the status of this engagement? We started working together in August 2020 and it’s ongoing. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement?  They’ve exceeded expectations. Once we agreed to the deal, they had an agent hired in two weeks. Now they’re handling all of my customer support issues. They created a schedule and a plan and they always hit their deadlines.   How did Helpware perform from a project management standpoint? They’ve been great. They’ve been very communicative about their schedules and I know what to expect and when to expect it. They hit every aspect of those expectations. What did you find most impressive about them? There are so many people involved in the onboarding, so it went smoothly. It was quick and efficient. To me, I really appreciated that I can scale my business with Helpware. On top of that, they were affordable and were competitive when it came to cost. The value we get for our money is off the charts. Are there any areas they could improve? I think they’re accustomed to working with people who have customer service experience. We had zero experience before this so I needed them to set up everything. There was some training that I had to give that I was completely unprepared for. I’m the only one who can explain my business to them, but if the process was more formalized, it could have gone a lot smoother. It was uncomfortable for me, but if I had an outline of what I needed to explain, it could have been easier. Do you have any advice for potential customers? I highly recommend Helpware. Trust them because you’re in good hands. --- #### Call Center Services for E-Learning Software Company **The Project** - Services: Call Center Services - Project size: $10,000 to $49,999 - Project length: Aug. 2020 - Ongoing **Project Summary**: Helpware provided call center services for an e-learning software company. The team provides support to students who are attempting to navigate the software. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** CEO, Statecraft Simulations, LLC - Industry: Education - Client size: 1-10 Employees - Review Type: Online Review - Verified **The Review** — Aug 28, 2020 **Feedback Summary**: The engagement has met the expectations of the internal team, providing regular support to customers and students. The Helpware team establishes an effective workflow through clean and open communication. The team is knowledgeable and personable. ""They are experts in customer support." " **BACKGROUND** Please describe your company and your position there. Statecraft simulations leverages technology to help demonstrate course concepts, achieve an engaged classroom, and save time using the most innovative and effective digital political science teaching tools in the world. With Statecraft Simulations your class is transformed into an immersive, unforgettable learning experience! **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware? Customer support for students utilizing our software What were your goals for this project? To have fast and helpful support to ensure that students and instructors were gaining the optimum experience. **SOLUTION** How did you select Helpware? Found them in a web search and they seemed highly recommended. Describe the project in detail. Supporting students as they navigate our simulation software offering technical help, gameplay advice, and strategy recommendations and tips. What was the team composition? 5 day a week staff with backup answering emails 12 hours a day. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? Team quickly learned the system, built a solid support ticket plan, and was proactive and super helpful how they answered tickets and made themselves available. How effective was the workflow between your team and theirs? Very effective. Very well planned onboarding plan and sessions designed to clearly communicate and get everyone on the same page. What did you find most impressive about this company? They are experts in customer support. They try to take our system for supporting our customers to the next level. Are there any areas for improvement? I have not worked with them long enough to find any, but for now I am super pleased with my experience. --- #### BPO Services for Sports Management Technology Platform **The Project** - Project size: $50,000 to $199,999 - Project length: Dec. 2019 - Ongoing **Project Summary**: Helpware supports business processes for a sports management technology platform. They assist customers with technology to build registration profiles in order to extend hours. **Review Rating**: 4.5 - Quality: 4.0 - Schedule: 5.0 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** Director of Customer Success, SportsEngine - Industry: Other industries - Client size: 501-1,000 Employees - Review Type: Phone Interview - Verified **The Review** — May 11, 2020 **Feedback Summary**: Customers have provided excellent feedback on their services. When surveyed, customers gave them a perfect five-star rating. Trained like an internal team, Helpware provides excellent service. They’re communicative and easy to work with despite the time difference. "“We greatly appreciate the fact that they’re forward-thinking and driving results constantly.” " **BACKGROUND** Introduce your business and what you do there. SportsEngine is a sports management technology platform that's used by youth and adult organizations throughout the country and into Canada as well with multiple platforms underneath this pretention umbrella. And I'm the director of customer support. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Helpware? We were looking to expand our hours of live coverage. **SOLUTION** What was the scope of their involvement? They function and have been trained the same as our support teal. They assist customer with technology needs while building sports registrations. They do not do live conversations because we only do scheduled calls and do not have an inbound line. What is the team composition? I have two points of contact. We currently have four contractors and are looking for a fifth. How did you come to work with Helpware? I did research online and talked to colleagues about companies they’ve worked with. I heard great feedback on Helpware, and they’ve worked with NBC Universal, who owns SportsEngine, so I know they were vetted in the past. How much have you invested with them? Our annual contract is for $130,000. What is the status of this engagement? We started working together in December 2019 and it’s ongoing. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement?  Receipts are at 100% for the month of May. So far, everyone who has worked with them has given them five stars, and that’s incredible. They’re keeping up with our expectations. Volume is lower than normal due to COVID-19, but they’ve still me our expectations. How did Helpware perform from a project management standpoint? We use a joint slack account to communicate throughout the day. Any questions they have, they’re quick the jump on and reach out to us. Whenever we need anything, it doesn’t matter what time it is, they will jump on a phone to connect with us and ensure we’re on the same page. What did you find most impressive about them? They’re constantly asking to grow. They’re not complacent and are always looking for additional things to do. They ask for they can assist us further. We greatly appreciate the fact that they’re forward-thinking and driving results constantly. Are there any areas they could improve? No. Do you have any advice for potential customers? Be clear, set firm deadlines, and have a very detailed training outline and point of attack to onboard the team. It has been helpful for us to use onboarding materials that we’ve consistently used for our internal team. --- #### Staff Augmentation for Marketing Agency **The Project** - Services: IT Staff Augmentation - Project size: Confidential - Project length: Aug. 2018 - Ongoing **Project Summary**: Helpware buttressed the marketing efforts of an e-commerce-focused marketing agency. They helped the client craft personalized messaging for prospective clients. The team also spearheaded email campaigns. **Review Rating**: 4.5 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** SVP of Sales, Marketing Company - Industry: Advertising & marketing - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Feb 20, 2020 **Feedback Summary**: Helpware's efforts led to the acquiring of several customers for the client. Their work has saved the client many hours of intensive tasks, enabling them to focus on more important business operations. Their professionalism, communication, and ability to drive results were remarkable. ""We've won some great clients using this approach!" " **BACKGROUND** Please describe your company and your position there. Visiture helps eCommerce companies grow their brand online and increase their bottom line. We do this through an omni-channel marketing approach that incorporates web design, CRO, best-in-class development, Google Shopping campaigns, content marketing, social ads and more. As SVP of Sales, I am responsible for our new client acquisition, =go-to-market strategy and overall revenue growth. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware? Visiture hired Helpware to augment our internal sales and marketing efforts. Helpware has been instrumental in helping us to craft personalized, relevant messaging for our prospective clients, through various email campaigns. Additionally, Helpware has taken on various other projects to save our team time and resource, and all have been very successful. What were your goals for this project? Our overall goal in partnering with Helpware was to create an extension of our small sales team while keeping costs low and quality high. The idea was that Helpware would assist with the more manual, time-intensive tasks. **SOLUTION** How did you select this vendor? We found Helpware through online research. Describe the project in detail. Email sequence project (ongoing): Helpware uses several online tools to find specific organic google search effectiveness for the websites of our prospective clients. They take screenshots and build customized prospecting emails. We've won some great clients using this approach! Sales deck project (ongoing): Helpware uses several online tools to help us create customized sales demo decks for our prospect meetings. They are able to take 90%+ of the work off of our plate! Helpware has assisted with numerous other projects, and all have been completed in time and with high-quality output. What was the team composition? We have 3 dedicated, professional, talented Helpware staff (full-time), in addition to a fantastic project manager! **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? As I mentioned, through Helpware's efforts, we have won multiple clients and saved our team countless hours of manual, time-intensive tasks, buying them time to focus on selling. How effective was the workflow between your team and theirs? Very effective workflow. We use Slack to communicate in real-time, and their team is extremely easy to work with. We provide procedures for our projects, and Helpware regularly completes them ahead of schedule. We have regular meetings with our project manager to stay in sync. What did you find most impressive about this company? Professionalism, communication and results! Are there any areas for improvement? None that I can think of. --- #### Customer Support & Back-Office Work for Software Company **The Project** - Services: Call Center Services - Project size: $10,000 to $49,999 - Project length: June 2018 - Ongoing **Project Summary**: Helpware provides call center services (e.g., live chat, email) to manage a software company's customer support line. They also handle customer billing and subscription-related tasks. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Director, NitroLabs Ltd - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Feb 5, 2020 **Feedback Summary**: Since engaging Helpware, customer satisfaction scores have continued to increase month-on-month. The team meets on a biweekly basis to discuss any potential issues, and they maintain a constant connection through Slack. ""Their impressive track record of organization stands out." " **BACKGROUND** Please describe your company and your position there. Our company develops and delivers an online cloud-based software products to a large individual and corporate user base **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware? We hired Helpware to manage our customer support pipeline. In addition, we also contracted our customer billing and subscription services (Back office administration) to Helpware What were your goals for this project? To establish better communication channels with our customers To improve overall customer satisfaction To improve the efficiency of our subscription/billing support pipeline **SOLUTION** How did you select this vendor? We started this process with a simple search on the internet and made a list of companies. We contacted each of the companies and interviewed our five favorites. The client satisfaction history was a major factor for us Helpware had a fantastic record of successful projects so we engaged them on a trial basis. They did not disappoint so we continued to expand the contract. Describe the project in detail. We have live chat and email coverage 5 days a week. Helpware manages all emails and chat messages related to billing and technical issues. Novel or difficult technical issues are escalated to our development team. What was the team composition? We have 2-3 agents that rotate based on availability. We have managers for training and quality assurance, which helps us to maintain a great standard of support **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? Our customer satisfaction scores continue to increase month-on-month How effective was the workflow between your team and theirs? Really good. We have bi-weekly meetings where we discuss any issues with the support pipelines. The Helpware team maintains a constant connection with myself and my team through Slack What did you find most impressive about this company? Their commitment to client and customer (our customers) satisfaction. Their impressive track record of organization stands out. Are there any areas for improvement? - --- #### Customer Service Team for Lifestyle Brand **The Project** - Services: Call Center Services - Project size: $50,000 to $199,999 - Project length: May 2017 - Ongoing **Project Summary**: Helpware provided customer support services for a lifestyle brand. This included responding to inquiries regarding order status, conducting refunds and exchanges, answering incoming calls, and more. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Customer Experience Assistant Manager, Vanity Planet - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Oct 28, 2019 **Feedback Summary**: Overall customer service from the brand has increased, with resolution times down to under an hour. Helpware establishes an effective workflow through clear and open communication. The team operates independently and provides high-quality support. ""Each team member is thoughtful with their time and attentive to our requests." " **BACKGROUND** Please describe your company and your position there. I’m the customer experience assistant manager for Dastmalchi. Here at Dastmalchi LLC, we own and operate a collection of lifestyle, beauty, and wellness brands ideal for the every day consumer. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware? We were looking to Helpware to provide customer support services for all customer inquiries including order status, refunds and exchanges, direct and 3rd party replacement orders, as well as provide product education for troubleshooting our consumer products and devices. We specifically needed help tackling a high volume of customer inquiries, as we were suddenly receiving an influx of live chats and emails, we wanted to ensure we responded within a certain amount of time. We lacked the resources to conduct support in-house at the time. What were your goals for this project? We were looking to add additional support to provide quick and efficient responses for all customer inquiries as our engagement was growing quickly. We needed a support staff to provide exceptional and personable experience to our customers while also providing product education on our devices to help assist with all customer opportunities. **SOLUTION** How did you select this vendor? We connected with Helpware through a recommendation from our CEO. Describe the project in detail. Helpware began assisting with a variety of incoming customer requests we had through Zendesk. Throughout time we've transitioned to another CRM platform, Gorgias. The team has built dedicated tasks within team roles to keep in order for us. Their agents then took on responsibilities such as responding to our high volume of incoming support tickets via email, answering incoming calls for all brands and multiple channels, such as retail, wholesale, and marketplaces. Helpware also assists us with tracking and reporting product defects to our product development team as well as handling disputes across a variety of payment gateways to avoid charge-back fees and fight fraud. What was the team composition? The size of the team has changed over time, we've had a support staff of up to 8 agents for our peak months and as small as a team of 3. Regardless of staffing, Helpware has continued to establish roles, tasks and responsibilities as needed to assist with the customer service department. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? Our first reply times have improved, as well as our total resolution times are down to just over an hour. Helpware's team lead, Charley, has provided constant coaching and direct communication with us to create a strong partnership within our customer service department. Thanks to their internal procedures and overall productivity, incite and attention to detail, Helpware has shown reliability and high-quality work. How effective was the workflow between your team and theirs? We've developed a strong communication between both customer service teams as well as an effective work flow. For any processes that are in need of a clearer understanding or expectation, the team is vocal and open with communicating to deliver the best outcome. Otherwise, Helpware operates independently and continues to improve our positioning. What did you find most impressive about this company? Helpware has provided continuous support helped build proficient processes, and developed open communication in our customer service department. Each team member is thoughtful with their time and attentive to our requests. Are there any areas for improvement? We don't have any that come to mind. We're pleased with the partnership we've grown with Helpware throughout our time together. Their quality and attentiveness has exceeded our expectations. --- #### Staff Augmentation for Computer Software Company **The Project** - Services: IT Staff Augmentation - Project size: $10,000 to $49,999 - Project length: June 2018 - Ongoing **Project Summary**: Helpware augmented the staff of a computer software company. Their team was responsible for account management assistance and daily operations. **Review Rating**: 4.5 - Quality: 4.5 - Schedule: 4.5 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** CEO, BLT Global Ventures LLC - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Oct 24, 2019 **Feedback Summary**: The engagement improved the speed and efficiency of internal processes. Helpware manages projects effectively by thoroughly addressing arising issues and coming up with multiple possible solutions. Their team goes above and beyond to make the client's life easier. ""They have been very helpful in addressing any of our concerns." " **BACKGROUND** Please describe your company and your position there. We provide outsourced custom software services, specializing in Salesforce and UI/UX. We work with small and medium sized organizations with different levels of experience dealing with custom software. Our mission is to help identify and deliver solutions that provide measurable value first and fast while iterating towards an organization's strategic goals. My position is the CEO. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware? Operations and assisting with account management. Our company is guided by processes when we provide services. These processes ensure requests are tracked and prioritized, converted to action items, and reported back to the customer. This transparency is highly valued and it could become difficult for project resources to self manage. What were your goals for this project? The goals were as follows: Centralize collection of tasks and hours Report to customers on services performed at a task level on a weekly basis with inclusion of budget impact. Documentation of processes Iterate on improvement of processes Automate task capture and reporting on a continuing basis **SOLUTION** How did you select this vendor? I was impressed with their organization during the sales process. Their service offering and price was considered to be of great value with low risk if it did not turnout well. Describe the project in detail. The project started out without specific tactical requirements because we planned to adapt to the strengths of the person we onboarded. Our new colleague proved to be very capable of handling the initial tasks and we found ourselves falling behind on developing and iterating improvements - my fault alone. She quickly became a valuable member of the team assisting with project task tracking, project summary and billing reports, and documentation. Eight months ago we expanded our team with a local operations lead and a full-stack developer from Helpware. Since then, with this additional help, our processes have improved at a much faster pace. We have implemented new task and hour tracking systems. Automation has been introduced to facility vendor and client management. Most importantly, there is now a process in place to ask, plan, and execute on "What can we improve next?" What was the team composition? The team is a project assistant and a full stack developer. They work primarily on non-billable operational or strategic tasks. The project assistant will act as a project manager on internal mini projects designed to evaluate or deliver incremental improvements. The developer helps us with tool automation and our web presence. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? Moved from Harvest time tracking to Everhour. Moved from monthly, high-level, reports to weekly reports of time per task (or story) and feature per customer Moved from Trello to Asana, Integrates with Everhour, Able to report on time/cost per period as well as time/cost per deliverable Automatically create internal tasks from customers task management system For customer with no task management system we now provide a board for their tasks New main website. New process website that explains how we operated internally and externally How effective was the workflow between your team and theirs? We are a remote business so it has been easy to make them as part of our team. What did you find most impressive about this company? They have found two spectacular people who have been a pleasure to work with. They have been very helpful in addressing any of our concerns. It feels like there is a team behind our people. It's probably because there is. Are there any areas for improvement? There always are for everyone. I think having some more templates for customers who haven't used these type of outsourced services before. During the start, once I realized that our new team members could do much more than we anticipated, I couldn't assign tasks fast enough. That could also lead to up-sells. --- #### Administrative and Internal Support for Strategy Consultancy **The Project** - Project size: $50,000 to $199,999 - Project length: Mar. 2018 - Ongoing **Project Summary**: Helpware provided branding and design work for a business strategy consulting firm. Their team was an extension of the internal team, bolstering day-to-day operations. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Principal, Tri-Angular Consulting - Industry: Business services - Client size: 1-10 Employees - Review Type: Online Review - Verified **The Review** — Oct 23, 2019 **Feedback Summary**: The re-branding and administrative support have provided the internal team with the ability to expand. Helpware is knowledgable in multiple fields, from design to customer support. Their team is attentive and hard-working. ""They are responsive and attentive. They understand how to make this work." " **BACKGROUND** Please describe your company and your position there. I am the owner of a single person consulting firm that provides business strategy services relating to digital transformation and business transformation, which includes executive level coaching as well as project management and strategy development. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware? As a single person firm with a broad spectrum of services much of our work is bespoke and I needed help with my back office administration and internal support services such as web design and presentation development as well as the delivery of client services. This scope has grown as my Helpware team (I hired one person, but have three working with me on a regular basis, not including the staff augmentation specialists that we bring on board, such as graphic designers) has proven itself. What were your goals for this project? Simply my goal was to off-load work that I do not need to perform myself, but this has transformed into building my whole business around their support. I can focus on building my business and not performing the back-office activities. The goal has transformed from supporting my business to generating value for my clients through this partnership. **SOLUTION** How did you select this vendor? I evaluated several vendors and based upon cost to value ratio, I felt this was the best option. What blew me away was that I was talking with the customer success manager and not a sales team. I always hated being handed off from sales to account management. In talking with the head of Customer Success, I was able to have my questions about business processes addressed in the initial conversation. Describe the project in detail. They have help me design and build my complete new brand design and collateral. Also working on our social media campaigns and larger marketing strategy. We did this while also formalizing the process and will be rolling out a digital agency solution to our clients as a result. Along with other critical partnering tactics I am building my business around their support. They are open to working with me and really understand that as I grow, they will grow, too. What was the team composition? We have an associate assigned to us, plus a customer success manager and a project manager. I am in touch with the head of customer success as well on a regular basis, and we all work together. While only the single resource I have contracted is dedicated to me, I have full access to the other two resources as project requirements require. Additionally, as we need resource, we bring them on board on a gig basis. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? I have been able to re-brand and build marketing materials as well as develop new services to bring to market. The current goals have obviously expanded in scope from the original, but that is due to the level of support and capability of my Helpware team. How effective was the workflow between your team and theirs? As I mentioned there are multiple levels of oversight with the ability for constant feedback.. Helpware has their own project tools, into which I have full visibility and in fact am held accountable by the team when I need to be. We are truly a team. What did you find most impressive about this company? I can ask for assistance and if they can provide it they will. I had a need for a client and I did not have the time to fit it into my schedule, and My Team was able to pull someone in to help out so we could secure the gig. I won, Helpware won, and most importantly, my client won! They are responsive and attentive. They understand how to make this work. Are there any areas for improvement? There are always areas for improvement, but when I bring up my concerns they are addressed immediately, which is the key. Obstacles are a part of life, the question is what we do with them. My Team understands what to do with them and we work together to make sure we get it done. --- #### Mkt Research & CRM Administration for Financial Services Co **The Project** - Services: Market Research - Project size: $50,000 to $199,999 - Project length: Jan. 2017 - Ongoing **Project Summary**: Helpware provides outsourced workforce solutions to a financial services company. They conduct research on operators and themes within the US healthcare services space. The team also administers the CRM. **Review Rating**: 4.0 - Quality: 4.0 - Schedule: 4.0 - Cost: 4.0 - Willing to Refer: 4.0 **The Reviewer** VP of Investment Banking, Financial Services Company - Industry: Financial services - Client size: 11-50 Employees - Review Type: Phone Interview - Verified **The Review** — Oct 23, 2019 **Feedback Summary**: Helpware facilitates a fruitful engagement by supporting areas that aren’t within the internal team’s core competencies. They do research with minimal guidance and continuously uncover areas for betterment. Customers can expect a partner that will integrate with their team and evolve alongside them. "“For what we were looking for in a partner, they’ve exceeded expectations.” " **BACKGROUND** Introduce your business and what you do there. I’m the VP of investment banking at a financial services company. We’re in the healthcare services space. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Helpware? My company didn’t have enough time or resources to do market research or financial analysis. We were looking for a company to provide outsourced workforce solutions. Our main goals were to dive into sectors quickly, react to conversations in our line of work, and pivot on the areas that would be new to our focus. We hoped to instill the processes and knowledge of the US healthcare space upon this outsourcing partner. We also needed help with platform and CRM administration, as those are not core competencies of ours. **SOLUTION** What was the scope of their involvement? My team finds sectors that we want to drill down into so that we can understand operators and themes within that space. We provide an overall directive to Helpware’s research team. Two parties within that team have financial backgrounds, and they do deep dives into sectors mostly within the US healthcare market. They research the players and drivers within any of the industries or themes we ask them to. Helpware also administers our CRM. What is the team composition? We’ve had several points of contact, from the management level down to people we’re in contact with daily and who we now consider part of our company. We engage with upper-level management, managers, and then the actual employees that are part of our everyday team. How did you come to work with Helpware? My company had previously used a remote workforce when we were growing and wanted to look at ways of augmenting our staff while keeping the engine running 24 hours a day. I can’t recall exactly how we came upon Helpware, but it was through researching the remote workforce space.  We had a pretty thorough vetting process and ultimately selected Helpware. We started with one group on the research side, expanded that group, and then added the CRM administration function as well.  How much have you invested with them? We probably spend around $60,000–$70,000 annually. What is the status of this engagement? Our work together began over two years ago, and it’s ongoing. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? I would say the success has been on all fronts. When we began the engagement, we weren’t sure how well that an operation in Kiev, Ukraine would understand the US healthcare space; however, we’ve evolved in such a way that today, they can take a topic and research it without any handholding.  We envisioned being one group, and we’ve achieved that. We’re constantly working together and thinking of ways that we can expand the relationship. For instance, we approached them about CRM administration, which isn’t a core competency of ours but is very important to our business. We asked if they’d be able to find a candidate who could teach us best uses and practices, and they were able to. Helpware helps us in areas we don’t know much about. It’s been a beneficial relationship. How did Helpware perform from a project management standpoint? I mostly oversee the CRM administration side, while my team’s analysts are in daily communication with the research group. We use email, phone, Slack, and Zoom to communicate. We try to stay connected with teleconferencing. I have bi-weekly calls with managers and upper-level management.  We utilize a model where their analysts and administrators run the same schedule that we do. They’re six hours ahead of us, so we augment that. We’ve been tweaking that model to not only see what’s best for our group here in the US, but also what’s best for morale in Ukraine. That plan has evolved over time.   What did you find most impressive about them? What’s been impressive is their desire to become better and make us better. They’re always looking for improvements and ways to refine the process that we have or could have in place. We’re evolving together and have been since the inception of our relationship. Are there any areas they could improve? I don’t think so. I think they’d probably be harder on themselves than we would. This isn’t a stagnant relationship, where we go off for two weeks and then come back; Helpware is a part of our team on a daily basis, and we’re in constant contact. For what we were looking for in a partner, they’ve exceeded expectations.  Any advice for potential customers? Develop a game plan and be open to what motivates remote staff. Also, be upfront about what you’re looking for or what you think you’re looking for. Helpware has identified those areas for us. --- #### Staffing for Wine Distributor **The Project** - Services: IT Staff Augmentation - Project size: Confidential - Project length: Jan. 2017 - Ongoing **Project Summary**: Helpware provided staffing services to a wine business looking to find skilled employees overseas that would assist with customer support. Their team provided training services to potential hires.  **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Customer Service Manager, ONEHOPE Wine - Industry: Other industries - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Aug 22, 2019 **Feedback Summary**: Efficiency and productivity have grown within the business. Customer service has become top-notch. Their team is dedicated to delivering for their clients. Expect a wonderful partnership working with Helpware.   ""I have been extremely impressed that HelpWare is constantly looking out for our company's best interest." " **BACKGROUND** Please describe your company and your position there. ONEHOPE Wine, Customer Service Manager. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware? Our company hired HelpWare to help us with overseas staffing. What were your goals for this project? Our goals were to partner with HelpWare to develop confident and knowledgable employees overseas. Our goal in selecting overseas employees is to provide longer hours of Customer Support as well as coverage over USA holidays. **SOLUTION** How did you select this vendor? HelpWare was selected based on personal recommendation and online reviews. Describe the project in detail. We work with HelpWare on a weekly basis discussing how our employees are doing. We work on team standards as well as goals. HelpWare has trained the employees in English proficiency as well as overall effective communication. What was the team composition? We have had contact with a USA based employee, Trenton. He manages our contracts and performs HR responsibilities. We also have a project manager, Gama, based out of Manila. Gama leads our weekly meetings and serves as our primary point of contact. We also work with Yehor who works with our team in their office in Kiev. Yehor is the onsite manager for the team. Finally, we have had the privilege of working with Alex, one of the founds of the company. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? Within 8 months of hiring three new employees, we have seen our team grow exponentially in efficiency and productivity. Our Missed Phone calls went from 60% to 2% and our First Email Response Time went from 15 hours to under an hour. How effective was the workflow between your team and theirs? The workflow has been so smooth! You would almost think that the employees were sitting across from me in my office rather than thousands of miles away overseas. Gama and Yehor have been effective and clear communicators as well as the actual employees. What did you find most impressive about this company? I have been extremely impressed that HelpWare is constantly looking out for our company's best interest. If we have an employee who is sick or on vacation, they offer a back up employee. HelpWare also works around USA holidays and will even have the Kiev employees work during their own holidays if it benefits us. HelpWare is customer-focused and I am so glad we are their customer. Though, it feels like a wonderful partnership. Are there any areas for improvement? I think communication can always be worked on. Working with a team in three different countries and three different languages can be difficult but HelpWare is doing a great job. --- #### Customer Experience Resource Augmentation for Candy Company **The Project** - Services: Call Center Services - Project size: $10,000 to $49,999 - Project length: Sep. 2018 - Ongoing **Project Summary**: Helpware provided two customer experience representatives to accommodate customer requests during a busy season. **Review Rating**: 4.0 - Quality: 4.0 - Schedule: 5.0 - Cost: 4.0 - Willing to Refer: 4.0 **The Reviewer** Customer Experience Manager, Luxury Candy Boutique - Industry: Other industries - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Jun 20, 2019 **Feedback Summary**: Their support has improved customer service outcomes and enabled internal stakeholders to focus on other objectives while improving response rates during off-peak hours. Helpware’s resources are accountable and dedicated to performance quality. ""I know they're constantly working on fixing problems." " **BACKGROUND** Please describe your company and your position there. We are a luxury candy company, both B2C and B2B. I'm the customer experience manager, so any customer complaints or anything customer-facing is under my jurisdiction. My team handles all customer interactions for the company, mostly through e-commerce, but occasionally for our retail stores as well. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware? We wanted extra customer service support for our busy holiday season, so we hired two reps to help with that. Because we're a candy company that focuses a lot on gifting, our busy season tends to fall around the holidays, starting in October and going through Mother's Day. We only have two internal reps, and they were having difficulty managing all of the customer requests we were receiving, over phone, email, and chat. The volume was extremely high, and customers were waiting longer than we would like them to in order to get a response. We thought that adding on the two extra reps would alleviate this issue. What were your goals for this project? We wanted to improve our response times for customers, while still providing them with exceptional service. **SOLUTION** How did you select this vendor? We had actually selected this vendor prior to when I started this role, but I believe the price was one of the biggest factors. We also wanted a company that would have a thorough but speedy onboarding process, in order to quickly prepare for the upcoming holiday season. We hadn't used a company like them in the past, but the co-founder of the company (who was overseeing the customer experience team at the time), as well as the finance team,  were involved in the selection process, in addition to the CX manager at the time. Describe the project in detail. We originally had two CX reps from Helpware, but our volume of requests greatly decreased after the major holidays, so we then dropped down to one CX rep. These reps originally had a set schedule that was the same every week, but we decided to change their schedule based on volumes around smaller holidays and weekends. Every week could be a bit different, and Helpware has been great at ensuring we got the flexibility we needed. As far as training, the CX team on my side worked with the Helpware team to develop a comprehensive training guide that they could distribute to their reps. We're billed on a monthly basis. What was the team composition? We work with a team of three people from Helpware in addition to the CX reps themselves. There's our account manager, who's based in the US, and then there are a couple of people on the outsourced side who speak with the rep directly and manage his operations. They’ve had some personnel changes over the course of our partnership. The account manager who spoke directly with us changed a couple of months ago, and the managers on the outsourced end have also changed a couple of times. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? It's really great to have weekend and early morning coverage, which we wouldn't have if we didn't work with Helpware. Additionally, although our volumes are currently lower, knowing that we have someone monitoring our emails allows us to work on other projects or things that might come up throughout the day. Also, if someone on our in-house team is on vacation or out of the office, it's great to know that we have the option to bring an additional CX rep on for the day, so it doesn't impact response times. How effective was the workflow between your team and theirs? We hold Skype calls twice a month that include me, the director of customer success, and the two account managers in the international office who have direct communication with the CX rep. These allow us to discuss any issues that have arisen over the past couple weeks, any new updates that they should know about, or improvements that need to be made. After the meeting, the director of customer success also sends out notes from the meeting so that we're all on the same page. What did you find most impressive about this company? If there is a problem, they will try their best to fix it right away. They'll also keep me updated on any improvements that need to be made, and the progress that's happening, so I know they're constantly working on fixing problems. Are there any areas for improvement? I would love to see any issues get resolved more quickly. For example, the speed of our CX agent is a bit slow at the moment, so I would like the improvement to happen faster, instead of over a few months. --- #### Image Annotation for Computer Vision Software **The Project** - Project size: $50,000 to $199,999 - Project length: Jan. 2019 - Ongoing **Project Summary**: Helpware annotated thousands of images for computer vision models. They adjusted their internal tools to match the specified business process and did QA. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 4.5 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** Director of Operations, Sports Analytics Firm - Industry: Information technology - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — May 29, 2019 **Feedback Summary**: Their support has improved business efficiency as they’ve provided the capability to scale annotation capacity. Positive internal feedback for Helpware’s work has focused on the quality of their work. They’re communicative and they integrate well with existing processes. ""Their customer service has made the process as easy and smooth as possible for us." " **BACKGROUND** Please describe your company and your position there. Our company uses computer vision and machine learning to deliver advanced analytics to professional and college sports teams. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware? We need large volumes of images to be annotated accurately to train our computer vision models. This includes bounding boxes around players and labeling them based on specific instructions. What were your goals for this project? We wanted to ramp our image annotation capacity up and down quickly without impacting the rest of our business. **SOLUTION** How did you select this vendor? We considered six vendors and asked each to annotate a sample of frames. We then selected Helpware based on their accuracy and turnaround time, and their team's responsiveness and understanding of our needs. Helpware distinguished themselves by going above and beyond to make the project go smoothly. Other vendors asked us to change our processes to match theirs, but Helpware made sure to find a process that would make it as easy for us as possible to work with them. Describe the project in detail. We provided thousands of images to be annotated, along with instructions. From there, Helpware adjusted its internal tools so that their team could annotate our images as efficiently and accurately as possible. The Helpware team got on a call with us to review the process and ensure the work was done according to our instructions. They implemented a solid QA process based on our feedback. The work was returned to us on time, and the team was quick to correct any issues. What was the team composition? I deal mainly with a customer success manager, who then manages everything on the Helpware side. They also have project managers and developers on their side helping out with this project. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? We've improved our models on two sports thanks to their help. One key is that they enable us to ramp our annotation capacity up and down without losing focus on our core business. The quality of their work is also key. In our business, feeding bad data into a model is worse than not feeding any data at all. They're providing high-quality images that are as good, if not better, than what we could have done in-house, without requiring us to hire any additional staff. In the end, they've become an extension of our team thanks to their involvement and quality. How effective was the workflow between your team and theirs? We communicate by email and Slack. Their team is extremely responsive to our questions and feedback and provides updates proactively. Their customer service has made the process as easy and smooth as possible for us. What did you find most impressive about this company? Their service has been excellent. Other vendors made it hard for us to send them work, asking us to develop tools or do all of the QA for them. With Helpware, we can Slack instructions and images and we know that the team will take care of loading those into their system, adjusting the instructions to make sure they are foolproof, running some examples by us to make sure they've captured everything, and above all implementing their own QA to ensure what we receive can be fed directly into our models with minimal involvement from our team. Are there any areas for improvement? No, we’re very satisfied. --- #### Customer Service Staff for Sports Gear Rental Company **The Project** - Services: Call Center Services - Project size: $10,000 to $49,999 - Project length: Oct. 2018 - Mar. 2019 **Project Summary**: A dedicated resource from Helpware helped process orders, coordinate with vendors, and respond to customer inquiries. **Review Rating**: 4.5 - Quality: 5.0 - Schedule: 4.0 - Cost: 4.0 - Willing to Refer: 4.0 **The Reviewer** Director of Operations, Sporting Goods Retailer - Industry: Retail - Client size: 1-10 Employees - Review Type: Online Review - Verified **The Review** — Apr 24, 2019 **Feedback Summary**: The representative collaborated seamlessly with in-house employees and expedited customer service tasks. Helpware’s decisiveness, speed, and clear communication led to positive results. "“They made quick, insightful decisions.” " **BACKGROUND** Please describe your company and your position there. I manage all the departments of an online rental company. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware? We needed help with processing orders as well as answering chats, phone calls, and emails. What were your goals for this project? We wanted to increase our hours of operation and free up our in-house staff for other projects. As a small, rapidly growing company, we don't have a lot of automated processes. **SOLUTION** How did you select this vendor? We checked out a couple of companies online. Describe the project in detail. Helpware was able to help us with the manual processes like sending emails, working with our shipping partners, and following up with customers. What was the team composition? With our business model, it made more sense to have a dedicated Helpware representative rather than a pay-per-ticket model. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? The Helpware team fit seamlessly with ours. The in-house team could pick up where the Helpware representative left off and vice versa. How effective was the workflow between your team and theirs? We used Slack regularly to keep each other informed of what was happening and build working relationships. The Helpware team was included in all of our team meetings. I found that my staff treated them exactly the same as if they were sitting in the same room. What did you find most impressive about this company? We were impressed with the training and response time. They made quick, insightful decisions. This allowed us to empower them to solve customer problems immediately. Are there any areas for improvement? No, nothing comes to mind. --- #### Customer Support for Lifestyle Product Supplier **The Project** - Services: Call Center Services - Project size: $10,000 to $49,999 - Project length: Feb. 2017 - Ongoing **Project Summary**: Helpware provides ongoing customer service support for a consumer goods company. They answer all tickets and inquiries on several channels; process defects, refunds, and fraud claims; and log important data. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Customer Experience Manager, Dastmalchi - Industry: Other industries - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Apr 4, 2019 **Feedback Summary**: First reply and total resolution times are down significantly thanks to Helpware’s agents. The team’s productivity and constant drive to improve yields top-notch results. A proactive approach, strong communication, and quick responses make for an effortless and trustworthy collaboration.  ""Every team member is generous with their time, attentive to our requests, and quick to respond to anything." " **BACKGROUND** Please describe your company and your position there. I’m the customer experience manager for Dastmalchi. We own multiple brands for beauty, wellness, and lifestyle products. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware? We engaged Helpware to provide customer support services. We specifically needed help tackling a large volume of customer inquiries that was growing every week, and we lacked the resources to conduct support in-house. What were your goals for this project? Our lengthy response times to customer inquiries made it hard to conduct marketing initiatives on social media—our primary driver for traffic and campaign revenue. We wanted Helpware to help us handle all customer interactions on each channel in a reasonable amount of time. We needed people to learn our products, take calls, answer emails, manage social media requests and online reviews, process replacement orders and refunds, and troubleshoot products.  **SOLUTION** How did you select this vendor? We found Helpware through a personal recommendation from our CEO, who knew someone tied to the company. Describe the project in detail. Helpware started by addressing incoming requests we had. The team also built dedicated tasks within team roles to keep order for us. Their agents then took on responsibilities such as responding to our high volume of incoming support tickets via email, answering incoming calls for over five brands, and handle customer service requests from multiple channels, such as retail, wholesale, and marketplaces. They also track and report product defects to our product development team and respond to disputes across five payment gateways to avoid chargeback fees and fight fraud. Their agents log specific actions—including refunds and updated SKUs (stock keeping units) to change orders manually—in NetSuite, ensuring data integrity in inventory and accounting. In addition, Helpware notifies the appropriate teams to update the website, product packaging, marketing materials, and other elements to preserve and benefit the customer experience. Zendesk, Shopify integrations, NetSuite, Gorgias, Slack, and Aircall help streamline our day-to-day functions. We also interact with PayPal, Amazon Pay, Stripe, FedEx, and Shipwire to manage logistics. What was the team composition? We first worked with two customer service people who performed a variety of tasks to manage customer interactions and satisfaction. Once the project got underway, we added more Helpware agents to assist our efforts. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? Within three months, our first reply times went down from days or weeks to mere minutes, and our total resolution times are down to just over an hour. Helpware also keeps five payment gateways from getting suspended by addressing fraud and chargeback fees. Their team handles any responsibility we throw at them. Thanks to their internal procedures, constant coaching, and overall productivity, Helpware reliably produces high-quality and detailed work. How effective was the workflow between your team and theirs? Strong communication is a key characteristic of Helpware. In any case that lacks instructions, clear expectations, or procedures to follow, their team uses common sense and determination to deliver the best outcome possible. When an urgent problem arises that may damage our company, they alert us right away so we can take action. Otherwise, Helpware operates independently and continues to improve our positioning. We can trust them to handle our customer service side without much activity on our part. What did you find most impressive about this company? Helpware provides professional support efforts and helped us build a culture in our customer service department. Their passion, integrity, and eagerness are infectious, and they’ve helped us build out a team with processes and roles. Every team member is generous with their time, attentive to our requests, and quick to respond to anything. They take great pride in their work. Are there any areas for improvement? They can keep us more accountable for responsibilities held by our side, but we’re otherwise thrilled with our collaboration. --- #### Social Media Management for Author **The Project** - Services: Social Media Marketing - Project size: $50,000 to $199,999 - Project length: Oct. 2018 - Ongoing **Project Summary**: Helpware manages marketing coordination and social media.  They collaborated on a style guide and now operate a content calendar. The internal team creates the content, which Helpware then edits and posts. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Author, Breakthrough - Industry: Media - Client size: 1-10 Employees - Review Type: Phone Interview - Verified **The Review** — Feb 26, 2019 **Feedback Summary**: Helpware proactively seeks ways to improve their services, holding regular meetings to optimize the partnership. They’re responsive and communicative, quickly addressing any problems or concerns. Their work has resulted in increased followers and improved engagement with them. "“They have the best project management of any team I’ve ever worked with.” " **BACKGROUND** Introduce your business and what you do there. I'm the author of Breakthrough and the CEO of SD Media Holdings. We provide a combination of media content for entrepreneurs who want to launch, grow, or scale their company. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Helpware? I needed help with marketing coordination, and that eventually extended to social media management. **SOLUTION** What was the scope of their involvement? Helpware collaborated on a content strategy and style guide, and they now create and manage a content calendar. They take the content I’ve created and edit it to be more professional and match my style guide before posting it. What is the team composition?  They have six people on their team: an account manager, project manager, creative manager, and three content production people. How did you come to work with Helpware? I’d worked with Helpware’s co-founder in the past and trusted him. We started with one project and have expanded. How much have you invested with them? I’ve spent over $60,000.  What is the status of this engagement? We partnered in October 2018, and the work is ongoing. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? I had a significant increase in my followers, but even more important was that my engagement with them increased. The visual elements of my social media posts are now more consistent because of the style guide.  How did Helpware perform from a project management standpoint? They have the best project management of any team I’ve ever worked with. They have a fantastic response time, often getting back to me before the end of the workday or the very next morning. We have regular meetings, often over video conference. What did you find most impressive about them? Their project management is fantastic, and they proactively schedule meetings to keep everyone on the same page.  Are there any areas they could improve? No. I used to not like that their team was global, but it gives me 24/7 coverage, which I appreciate. Do you have any advice for future clients of theirs? Be clear about what you need and how you'll evaluate success. If you communicate clearly, you’ll start off on the right foot. --- #### Customer Service via Chat **The Project** - Services: Custom Software Development - Project size: Confidential - Project length: Sep. 2016 - Ongoing **Project Summary**: Helpware uses ticket tracking software to triage and resolve customer inquiries and drive sales. They also help build/design online stores. **Review Rating**: 5.0 - Quality: 4.5 - Schedule: 5.0 - Cost: 3.0 - Willing to Refer: 5.0 **The Reviewer** Assistant National Sales Manager, Squadlocker - Industry: Other industries - Review Type: Phone Interview - Verified **The Review** — Feb 1, 2019 **Feedback Summary**: Customer satisfaction ratings remain high and the in-house team is impressed with Helpware's customer service. Helpware goes above and beyond to meet the needs of each customer, while their flexibility and commitment make them a reliable partner. ""They're dedicated to working with each individual customer." " **BACKGROUND** Introduce your business and what you do there. I'm an assistant national sales manager at Squadlocker. We make custom apparel. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Helpware? Our chat services are for everyone who has a question or a problem with their order, but we also build online stores for teams. We were suddenly getting an influx of chat and we wanted to make sure we responded within a certain amount of time. We were looking to outsource a vendor to help us with React and outbound chats. **SOLUTION** What was the scope of their involvement? They've been using Intercom, which is an online chat service, and then, we switched to Zendesk, which allows us to track tickets and have a lot more reportable data. They're also using our custom software, which is a SquadLocker platform. In addition, their design team is using Photoshop, Adobe Illustrator, and Adobe Lightroom to help us build online stores. What is the team composition? I usually work with Angelica, who is our team leader. How did you come to work with Helpware? Our CTO found them. What is the status of this engagement? We started working with them in September 2016 and the relationship is ongoing. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? They're a driving factor behind our ratings. Their team members have been very understanding and easy to work with. Also, they're very flexible and accommodating. There was one team member whose level of English wasn't sufficient to work with chats, so Helpware reassigned her to a different project and gave us someone else. How did Helpware perform from a project management standpoint? We mostly use Slack to communicate and we haven't had any issues. What did you find most impressive about them? We're impressed with their empathy. They're dedicated to working with each individual customer. It's not like working with a robot that manages an overseas service center. They're targeting human beings with feelings and they're there to help our customers. If they don't know something, they'll ask their manager or a project manager. Their customer service is impeccable.   Are there any areas they could improve? When we were given the option to interview some of the candidates for the position, we got the videos of them telling us about themselves. Since the videos were pre-recorded, we couldn't get a real feel for their grasp of the English language. A better vetting process on their English as a second language would be helpful, but we successfully overcame the language barrier. Do you have any advice for potential customers? Ask for Angelica. She's amazing. --- #### Back Office & Digital Marketing Support for Digital Solutions Company **The Project** - Project size: $50,000 to $199,999 - Project length: Jan. 2018 - Ongoing **Project Summary**: Helpware helped set up digital marketing accounts in Bing, DoubleClick, Facebook, Google Ads, Google Analytics, and Google Tag Manager. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Associate Director of Product, Digital Solutions Company - Industry: Automotive - Client size: 201-500 Employees - Review Type: Phone Interview - Verified **The Review** — Jan 9, 2019 **Feedback Summary**: The in-house team is happy with the quality of work and the customer service they've received. Helpware has met all needs, while their readiness to take on all kinds of projects and execute everything on time made them a reliable partner. "“They're very thorough and responsible. … They're always there for us.” " **BACKGROUND** Introduce your business and what you do there. I'm an associate director of product at a digital advertising technology company. I work with business partners to develop advertising that helps our customers in search, social, display, and video channels. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Helpware? We needed help implementing some of our projects and making our digital marketing campaigns more efficient to run. **SOLUTION** What was the scope of their involvement? They implement some of our ad-hoc projects relating to setting up advertising accounts, including Bing, DoubleClick, Facebook, Google Ads, Google Analytics, and Google Tag Manager. I give them instructional videos and our release requirements, and, after that, they implement the projects. We also have recurring monthly projects where they help us get data from websites to be used in advertising. What is the team composition? We usually work with 4–6 members of their team, in addition to a project manager. How did you come to work with Helpware? We acquired a company that had a prior relationship with Helpware, so we continued that relationship. We changed some of the technologies, but, overall, it was a very smooth transition. How much have you invested with them? We've spent between $50,000–$100,000. What is the status of this engagement? We started working with them in January 2018 and the relationship is ongoing. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? They help us reach our business goals. Every single project that we've given them they've completed on time and without critical errors. How did Helpware perform from a project management standpoint? They're very thorough and responsible. They always make sure they understand the scope of the project and our guidelines, so we haven't had any issues with communication. We mostly use Slack to stay in touch. What did you find most impressive about them? They're always there for us. They take on tasks that might be mundane, but they execute well and never complain. Also, their rates are very reasonable. Are there any areas they could improve? I can't think of anything. Do you have any advice for potential customers? Be clear about your expectations, the timeline, and the scope of work. --- #### Inbound, Outbound, & Back Office for Pain Management Practice **The Project** - Services: Call Center Services - Project size: Confidential - Project length: **Project Summary**: To better support new clients, Helpware handles administrative processes for a medical practice, including inbound calls, outbound calls, and document management. They also helped digitize internal operations. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Director of Marketing, MidSouth Pain Treatment Center, LLC - Industry: Other industries - Client size: 11-50 Employees - Review Type: Phone Interview - Verified **The Review** — Oct 18, 2018 **Feedback Summary**: The call center conducts over 250 calls a day, which has led to increases in new patients and scheduled appointments. Helpware’s documentation processes are transparent, improving internal efficiency and organization. Their knowledge of the software industry is extremely valuable. "“I can’t praise them enough. We feel like we’re their only client.” " **BACKGROUND** Introduce your business and what you do there. I’m the director of marketing at MidSouth Pain Treatment Center, LLC. We’re an interventional pain management practice with six locations. My role is to attract new patients and provide superior customer service. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Helpware? We were trying to improve our patient acquisition process. Originally, we weren’t the most efficient in managing and scheduling, so we wanted to implement a call center. Because we didn’t have that kind of internal expertise, we reached out to Helpware. **SOLUTION** What was the scope of their involvement? We’ve completely handed over all processes involving new patients, including inbound calls, outbound calls, administrative tasks, and document management. We collaborated with Helpware’s training staff to ensure the team was well-equipped to handle our workflow. They streamlined our internal operations by taking us from a largely paper-based method to a digital system. They implemented some new process maps and data collection solutions, optimizing our communication and management strategies. The team continues to support our efforts and maintain new patient relationships. What is the team composition? We currently have a project manager, nine call center resources headed by a team leader, two insurance verifiers, and an administrative representative. How did you come to work with Helpware? Our CEO and medical director found Helpware. After some exploratory calls, they were an easy choice. What is the status of this engagement? We started working together in May 2018, and it’s an ongoing relationship. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? We went from a decentralized system to a robust call center capable of handling over 250 calls a day. Our rate of scheduled appointments has significantly increased. The efficiency and visibility that Helpware brought to our company have changed our entire organization. We’ve extended some of their software tools and recommendations across multiple processes. The return on our investment is clear; I see this partnership lasting far into the future. How did Helpware perform from a project management standpoint? I can’t praise them enough. We feel like we’re their only client. The Helpware team provides daily reports for each department through Google Docs and e-mails, but we use a communication software as well. It’s a highly collaborative partnership. I feel like we’re one team. What did you find most impressive about them? The team is very technically savvy, always looking for ways to leverage cutting-edge trends and solutions. Their team members regularly attend conferences to expand their portfolio of skills and capabilities. They consistently offer valuable suggestions and recommendations, which speaks to their impeccable customer service. Are there any areas they could improve? No, there aren’t. Any advice for potential customers? Be clear with their team. If clients feel that anything is missing from the partnership or their company as a whole, bring it to Helpware’s attention. They’ll probably have a solution; if they don’t, they’ll promptly find one. --- #### Data Entry & Back Office Support for Marketing Services Company **The Project** - Project size: $10,000 to $49,999 - Project length: Aug. 2017 - Ongoing **Project Summary**: Helpware supplements resources for ongoing marketing campaigns. They handle automated outreach efforts and use Zapier to manage relationships. The team oversees event registration and the user database. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Marketing Director, A4 Digital - Industry: Financial services - Client size: 1-10 Employees - Review Type: Phone Interview - Verified **The Review** — Oct 17, 2018 **Feedback Summary**: Helpware’s support and retargeted internal efforts have resulted in notable growth. The team’s open communication and conscientious management style fosters a positive work culture. They accommodate the time difference to ensure smooth workflows. Expect a close partnership and value for cost. ""We’re lucky to have had such a positive experience." " **BACKGROUND** Introduce your business and what you do there. I’m the marketing director for A4 Digital. We provide marketing services primarily for the financial sector. Our offerings include lead generation, marketing campaigns, webinars, live events, and financial training. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Helpware? We’re spread across multiple locations in the U.S and needed to take on additional responsibilities. Our team hired Helpware to manage most of our repetitive internal processes. **SOLUTION** What was the scope of their involvement? Helpware supplements resources for our marketing campaigns. They handle calendar invites and webpage or email automation. The team uses our Zapier account to connect or integrate email clients with another relationship management software program. They’ve also reviewed our code and backend to refine the email follow up process. Additionally, Helpware assists with live event registration and manages our database of over 100,000 users. The team does miscellaneous tasks and break-off projects as needed during the winter months. What is the team composition? I have three points of contact. How did you come to work with Helpware? Our owner reached out to Helpware and their team presented an overview of their services. We spoke to other candidates before moving forward with Helpware. How much have you invested with them? We’ve spent between $30,000–$50,000. What is the status of this engagement? We started working together in August 2017 and the partnership is ongoing. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? We’ve experienced growth. By providing support for repetitive processes, Helpware has enabled us to focus on recruitment and program development. How did Helpware perform from a project management standpoint? The results are relative to our evolving partnership with Helpware. Onboarding started with webinars and then transitioned to daily screen-sharing sessions. Those remote meetings lasted about two weeks. Since that stage, the process has been surprisingly smooth. The team continues to provide quality service. What did you find most impressive about them? Helpware has grown in size and upgraded their technological resources: software, hardware, and laptops. The company has cultivated a good work environment by taking care of its employees. Are there any areas they could improve? We’re lucky to have had such a positive experience. Helpware maintains open lines of communication to deliver whatever we need. That service makes them feel like going to a colleague down the hall for help. Do you have any advice for potential customers? Clients should treat Helpware as valuable members of their team, not remote resources. --- #### Office Support Resources for Hiring Company **The Project** - Services: IT Staff Augmentation - Project size: $50,000 to $199,999 - Project length: Oct. 2016 - Ongoing **Project Summary**: Helpware handles various engineer recruitment processes such as registering new companies, producing weekly reports, managing databases, and facilitating document exchanges with candidates. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Head of Finance and Operations, EJENTO - Industry: Business services - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Oct 6, 2018 **Feedback Summary**: With Helpware taking responsibility for many back-office operations, client-facing tasks can now be given higher priority. Helpware provides consistent communication that is in no way hindered by their physical separation. They also boast smooth, comprehensive onboarding for resources. ""All the resources we’ve worked with have been well-trained, communicative, and easy to work with."  " **BACKGROUND** Please describe your company and your position there. I was the former founder of RockIT Recruiting. We partnered with Bay Area startups and tech companies to hire their engineering teams. We were recently acquired by EJENTO, where I'm now the head of finance and operations.  **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware? We needed someone to help with a variety of projects including data entry, recruiting support, and other general office support. What were your goals for this project? We were aiming to offload some of the things our team was doing so they could spend more time on recruitment and client management. **SOLUTION** How did you select this vendor? I met with Justin (General Manager, Helpware) and Andy (Co-Founder, Helpware) and realized that we agreed on much of the project logistics (e.g., approach, dedicated resources, quality, price). So, I decided to move forward with them. Describe the project in detail. They work within our applicant tracking system to register new companies and jobs, run weekly reports and metrics, and keep specific databases up to date. They also send out DocuSign and other forms. What was the team composition? We’ve had as many as three dedicated resources, but we also interact with their managers on a regular basis. **RESULTS & FEEDBACK** Can you share any outcomes from the project that demonstrate progress or success? We've been quite pleased with the results. Because Helpware has become an extension of our team, we can focus on other, client-facing work. How effective was the workflow between your team and theirs? They provide strong communication over email, Slack, and Zoom. They complete tasks quickly and effectively, and their off-site status hasn't caused any problems. What did you find most impressive about this company? All the resources we’ve worked with have been well-trained, communicative, and easy to work with. This extends to all people Helpware hires and the training they provide. Are there any areas for improvement? We were concerned about turnover and having to onboard new resources if someone left Helpware, but it's been a non-issue. Their training and transition plans are quite thorough. --- #### Staffing for Article Engagement Specialists **The Project** - Project size: Confidential - Project length: July 2017 - Ongoing **Project Summary**: Helpware provides assistance with staffing resources for article engagement tasks in German and English. They source and vet potential candidates before training them via video conferences. **Review Rating**: 4.0 - Quality: 4.0 - Schedule: 5.0 - Cost: 4.0 - Willing to Refer: 4.0 **The Reviewer** Team Manager, SEO Company - Industry: Advertising & marketing - Client size: 201-500 Employees - Review Type: Online Review - Verified **The Review** — Oct 5, 2018 **Feedback Summary**: Helpware has exhibited a commitment to providing reliable support. Through task monitoring and training, they've helped new resources improve until they've met the client’s requirements for quality. The entire team is amiable and professional, making for a pleasant collaboration. "“Everyone from Helpware has been great to work with.”   " **BACKGROUND** Please describe your company and your position there. Our SEO company specializes in helping small businesses rank higher in search engines. I manage the article engagement team, which performs one of the services we offer our clients.   **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Helpware? We hired Helpware to help out with English and German article engagement tasks. We needed help handling the overwhelming volume of work we have during certain times of the year. We're sometimes understaffed, especially during holidays. What were your goals for this project? Our goal was to find an outside team to serve as a cushion when our office isn’t properly staffed. We wanted to see tasks being completed at our required level of quality. **SOLUTION** How did you select this vendor? I believe my managers selected Helpware based on their prices and level of quality. Describe the project in detail. We worked closely with one person from Helpware at first to find candidates who could complete tasks quickly and at a good level of quality. Once we found resources, we held video conferences to train them on tasks. We closely monitored their progress and conducted additional training sessions when necessary. We're still currently working with a handful of their staff. What was the team composition? We originally started with a team of 5–6 employees and have scaled down to just one German and two English specialists. **RESULTS & FEEDBACK** Can you share any statistics or metrics that speak to the quality of their work and impact of the engagement? The quality started out a little low. After training the resources and monitoring their tasks, Helpware got them up to our standard. How did Helpware perform from a project management standpoint? Everyone from Helpware has been great to work with. The team is extremely friendly and professional in all that they do. They are very easy to contact and maintain communication with. What impresses you about Helpware? Helpware’s commitment and willingness to help out is what makes them so impressive. Are there any areas for improvement? I don't think there are any areas where we would like to see them improve. --- #### Scaling Customer Support for Womens' Fashion Marketplace **The Project** - Services: Call Center Services - Project size: $50,000 to $199,999 - Project length: Oct. 2016 - Ongoing **Project Summary**: Helpware provides ongoing customer support for an e-commerce platform. Their customer service representatives correspond via phone, email, and live chat. **Review Rating**: 4.0 - Quality: 4.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Director of Customer Care, Orchard Mile - Industry: Other industries - Client size: 11-50 Employees - Review Type: Phone Interview - Verified **The Review** — Oct 4, 2018 **Feedback Summary**: Customer experience has significantly improved since Helpware came on board. Their impact can be verified by the influx of positive reviews and their rapid response time for service tickets. Although a few conflicts arise from their language barrier, their overall support is outstanding. "“They’re committed to our success.” " **BACKGROUND** Introduce your business and what you do there. Orchard Mile is an online marketplace for luxury women **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Helpware? Most of our users find us through online search engines, so it was imperative that we improve our Google reviews. As a small startup, our best solution was to outsource the job to a company that specializes in customer support. **SOLUTION** What was the scope of their involvement? Our company doesn’t operate like a traditional retailer, so Helpware’s customer service agents were required to complete extensive training during the onboarding process. Once they understood our guidelines, they began taking providing support via phone, email, and the live chat feature on our website. What is the team composition? We’re currently using two of their agents. How did you come to work with Helpware? They reached out to us at the perfect time. We needed help immediately, so their quick turnaround influenced our decision to work with them. How much have you invested with them? We spend $50,000 on both agents each year. What is the status of this engagement? They started working with us nearly two years ago. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? We started with a low three-star rating, but Helpware’s impeccable customer service has helped us earn four stars. Within the next month, we expect to increase our score to 4.5. Another improvement that we’ve noticed is the rate at which our service tickets are being addressed and resolved. Helpware has enhanced our customer relations efforts tremendously. How did Helpware perform from a project management standpoint? Their customer service representatives have become a vital part of our team over the past two years. They’re good at letting us know when someone will be absent, and they always have a replacement available to fill in. What did you find most impressive about them? We value our partnership with Helpware because they’re proactive. Unprompted, they developed an assessment for us to test the quality of their agents’ phone and email correspondence. They used our feedback to improve their services, further proving that they’re committed to our success. Are there any areas they could improve? There’s a slight language barrier between their globally-based agents and our English-speaking clients, so we occasionally have to deal with miscommunication and grammatical errors. Do you have any advice for potential customers? Helpware strives for total client satisfaction, so don’t be afraid to rely on them for full support. --- #### Project & Customer Support for MSP Company **The Project** - Services: Call Center Services - Project size: $10,000 to $49,999 - Project length: Sep. 2017 - Sep. 2018 **Project Summary**: Helpware provided staffing services, including project management and client-facing interaction. **Review Rating**: 5.0 - Quality: 4.5 - Schedule: 4.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** COO, Solvere One - Industry: Other industries - Client size: 51-200 Employees - Review Type: Phone Interview - Verified **The Review** — Sep 28, 2018 **Feedback Summary**: Internal and external feedback was overwhelmingly positive. Helpware's expert team inspired confidence throughout the project by communicating clearly from the start. Their responsiveness and ability to integrate with the team were hallmarks of their work. ""The service that they provided—and the support behind it—was extraordinary." " **BACKGROUND** Introduce your business and what you do there. I’m COO of Solvere One, a managed services provider. We provide technical support to companies around the Washington, D.C. area. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Helpware? We needed a project manager, but couldn’t afford to pay the market rate in this area. **SOLUTION** What was the scope of their involvement? We needed someone that was detail-oriented, driven, and able to lead a project from start to finish. Because the role interfaced with customers, we also needed someone that spoke English well. Helpware provided a person to serve as our project manager, which we integrated into our functional team. That individual interacted with clients, set up meetings, and made sure that everyone was doing their part. What is the team composition? We primarily worked with our assigned staffer. How did you come to work with Helpware? I don't remember how we found them. We chose them after vetting companies based on their experience. We enjoyed our conversations with the owner and representatives, so we felt comfortable moving forward with them. How much have you invested with them? We spent around $30,000. What is the status of this engagement? The project ran from September 2017–September 2018. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? It was a successful project, and the customer provided positive feedback on how it was managed. How did Helpware perform from a project management standpoint? The project manager did a great job and was very outgoing. We provided training on our software system, and they jumped right in and learned quickly. Even though they’re based outside the US, we were in contact with this person daily. They logged their tickets, their time, and what they were working on. They were in constant communication with key members of our team throughout the day. Skype video calls played an extremely important role in day-to-day interaction. What did you find most impressive about them? Everyone we interacted with at Helpware was great. We really appreciated having weekly meetings and regular follow-ups. They were very involved in providing quality control on their employee. Are there any areas they could improve? No, they did a great job. Any advice for potential customers? I don't have any advice. The service that they provided—and the support behind it—was extraordinary. --- #### Customer Research Services for Telecommunications Co **The Project** - Services: Market Research, Other Marketing - Project size: Confidential - Project length: Dec. 2024 - May 2025 **Project Summary**: Helpware CX provided customer research services for a telecommunications company. The goal was to attract customers. **Review Rating**: 4.5 - Quality: 5.0 - Schedule: 4.5 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Generalist Expertise, Susan - Industry: Telecommunications - Client size: 51-200 Employees - Review Type: Online Review **The Review** — May 12, 2026 **Feedback Summary**: Helpware CX attracted six new customers. Their project management was fast, which was impressive. The client communicated with them via email and messaging apps. ""Helpware CX's speed is impressive."" **BACKGROUND** Introduce your business and what you do there.I’m a generalist expertise at a business-oriented telecommunications company. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Helpware CX?We needed help with marketing. **SOLUTION** What was the scope of their involvement?Helpware CX handled customer research to attract customers.What is the team composition?We worked with two teammates from Helpware CX.How did you come to work with Helpware CX?We found Helpware CX through an online search. We chose them over other options because they offered good value for the cost.What is the status of this engagement?We started working with Helpware CX in December 2024, and the engagement ended in May 2025 **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement?Helpware CX has attracted six new customers.How did Helpware CX perform from a project management standpoint?Helpware CX’s project management is fast. We communicate via email and messaging apps.What did you find most impressive about them?Helpware CX’s speed is impressive.Are there any areas they could improve?I don’t think there’s anything they can improve on. --- #### Video Dev, Graphics & Digital Mktg for Healthcare Mktg Firm **The Project** - Services: Digital Strategy, Graphic Design, Video Production - Project size: Confidential - Project length: Jan. 2023 - Ongoing **Project Summary**: Helpware has been hired by a healthcare marketing firm to support their marketing team with video development, graphics, and digital marketing. The team is tasked with applying backroom marketing expertise. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** CEO, Hypesmith - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Aug 7, 2024 **Feedback Summary**: Helpware's work has increased the client's engagement and resulted in satisfied end customers, showcasing broad marketing skills. The team communicates via Slack, works with the client to set priorities for everyone, and implements all change requests, demonstrating friendliness and dedication. ""Helpware is friendly, dedicated, and willing to make as many changes as we need.  It's a great partnership."" **BACKGROUND** Please describe your company and position.I am the CEO of HypesmithDescribe what your company does in a single sentence.We are a healthcare marketing and consulting firm. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Helpware to accomplish?Backroom marketing expertise **SOLUTION** How did you find Helpware?ReferralWhy did you select Helpware over others?Referred to meHow many teammates from Helpware were assigned to this project?6-10 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.Over the past year we have been partnering wtih HealthHelp to support our internal marketing team with:Video developmentGraphicsDigital marketingThey make a great extension of our team and bring a broad range of marketing tech, content, and graphics talent.  Their dedication to service is next level. I would highly recommend their services. They help us make our clients happy! **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Satisfied CustomersHigher Engagement!Describe their project management. Did they deliver items on time? How did they respond to your needs?We use slackWe work together to set priorities for everyone project they assist us withWhat was your primary form of communication with Helpware?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Helpware is friendly, dedicated, and willing to make as many changes as we need.  It's a great partnership.Are there any areas for improvement or something Helpware could have done differently?None that we see.   --- #### Customer Support for Clothing Company **The Project** - Services: Call Center Services, Customer Service Outsourcing - Project size: $50,000 to $199,999 - Project length: Mar. 2019 - Ongoing **Project Summary**: Helpware provides customer support to a clothing company. They provide customer service agents to strengthen the internal sales team and cater to customers. **Review Rating**: 5.0 - Quality: 4.5 - Schedule: 4.5 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Sr. Customer Support Manager, Clothing Company - Industry: eCommerce - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Dec 8, 2023 **Feedback Summary**: Helpware has increased the client's handle time and cost per contact. They deliver items on time and communicate well via virtual meetings. Their willingness to adjust to the client's needs is noteworthy. ""They are willing to customize our needs."" **BACKGROUND** Please describe your company and position. I am the Sr customer support manager of an ecommerce company Describe what your company does in a single sentence.Direct sales company offering women's shapewear **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Helpware to accomplish?Customer Service agents **SOLUTION** How did you find Helpware?UnsureWhy did you select Helpware over others?High ratingsPricing fit our budgetGreat culture fitGood value for costCompany values alignedHow many teammates from Helpware were assigned to this project?6-10 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.Agents provide customer service to customer, our sales force and their customers **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?increased handle time, cost per contactDescribe their project management. Did they deliver items on time? How did they respond to your needs?YesWhat was your primary form of communication with Helpware?Virtual MeetingWhat did you find most impressive or unique about this company?They are willing to customize our needs.Are there any areas for improvement or something Helpware could have done differently?no --- #### Call Center Services for Hotel Booking Software Company **The Project** - Services: Call Center Services, Customer Service Outsourcing - Project size: Confidential - Project length: October 2022 **Project Summary**: Helpware provided call center services for a hotel booking software company. The team implemented a 24/7 multi-lingual support center solution and provided the client with agents. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Director Customer Success, Hotel Booking Software Co - Industry: Other industries - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Aug 21, 2023 **Feedback Summary**: Helpware's agents understood the client's business and end customers' needs. The team led a seamless transition, met all implementation goals, and was flexible with timing. Moreover, their management team was helpful and personable, and the agents' willingness to keep learning stood out. ""The management team is helpful, friendly, and professional."" **BACKGROUND** Please describe your company and position.I am the Director Customer Success of a software companyDescribe what your company does in a single sentence.Our platform provides a simpler way to book hotels for groups. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Helpware to accomplish?24/7 support centerMulti-lingual support center **SOLUTION** How did you find Helpware?Online SearchReferralWhy did you select Helpware over others?High ratingsPricing fit our budgetGreat culture fitHow many teammates from Helpware were assigned to this project?6-10 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.We needed a solution for 24/7, multi-lingual support center. Helpware provided a smooth transition and continutes to work seamlessly with our local team. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Implementation of 24/7 support with agents who understand our business and our customers' needs.Describe their project management. Did they deliver items on time? How did they respond to your needs?The team met all goals for implementation and was flexible when we needed to shift timing along the way.What was your primary form of communication with Helpware?Virtual MeetingWhat did you find most impressive or unique about this company?The management team is helpful, friendly, and professional. The agents are also adept at what they do and curious to learn more and more about our business.Are there any areas for improvement or something Helpware could have done differently?The experience was honestly seamless andthey continue to be a great partner. --- #### BPO & IT Services for HealthTech Firm **The Project** - Services: Other IT Consulting and SI - Project size: $1,000,000 to $9,999,999 - Project length: Jan. 2020 - Ongoing **Project Summary**: 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. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 4.5 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** President, HealthTech Firm - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Nov 3, 2021 **Feedback Summary**: 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. ""We've been impressed with their responsiveness and willingness to go above and beyond for us."" **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! --- #### Call Center Services for Food & Beverage Company **The Project** - Services: Call Center Services - Project size: Confidential - Project length: June 2020 - Ongoing **Project Summary**: 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. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** General Manager of E-Commerce, Go Get Em Tiger - Industry: Other industries - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Aug 10, 2020 **Feedback Summary**: 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. ""We were most impressed by their company culture and adaptability." " **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.  --- #### Customer Support for Retail Promotions Platform **The Project** - Project size: $10,000 to $49,999 - Project length: Aug. 2018 - Ongoing **Project Summary**: Helpware provides a team of customer support engineers to help manage a retail promotions platform. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Product Manager, Software Development Company - Industry: Information technology - Client size: 11-50 Employees - Review Type: Online Review **The Review** — Oct 24, 2019 **Feedback Summary**: Helpware delivers excellent services on a consistent basis. The professionalism and experience of the team set it apart from other providers. ""Dedication, responsibility and competence are the three strengths that I would like to point out." " **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 --- #### Research Data for Customer Service & Engagement Platform **The Project** - Services: BI & Big Data Consulting & SI - Project size: Less than $10,000 - Project length: Mar. - Apr. 2019 **Project Summary**: Helpware conducted research on a customer metric to improve a sales process.    **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Senior Finance Manager, Zendesk - Industry: Other industries - Client size: 1,001-5,000 Employees - Review Type: Online Review - Verified **The Review** — Apr 12, 2019 **Feedback Summary**: 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. "“Helpware went above and beyond to reach our goal.” " **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. --- #### Tech Support for Valet Tech Solution Provider **The Project** - Services: Call Center Services - Project size: Confidential - Project length: Jan. 2017 - Ongoing **Project Summary**: Helpware provides software and hardware support for a tech company’s clients. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Client Happiness Lead, CVPS - Industry: Other industries - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Jan 25, 2019 **Feedback Summary**: 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. ""They strive to resolve issues and increase their own learning while expressing empathy for our clients."  " **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. --- #### Customer Tech Support for IT Company **The Project** - Project size: $10,000 to $49,999 - Project length: Aug. 2017 - Aug. 2018 **Project Summary**: Helpware provided remote technical assistance, answering customer questions and resolving issues over the phone. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** Customer Success Director, Blue Bite - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Oct 4, 2018 **Feedback Summary**: Although they received few support requests, Helpware increased efficiency and supported the internal team. They were prompt, helpful, and knowledgeable. ""The communication and workflow were easy." " **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. --- #### Customer Support for Analytics Company **The Project** - Services: Call Center Services - Project size: $50,000 to $199,999 - Project length: Jan. 2016 - Ongoing **Project Summary**: Helpware provides full-service customer support throughout the business week. The team is contracted on an ongoing basis. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Head of Product and Services, Kissmetrics - Industry: Business services - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Sep 27, 2018 **Feedback Summary**: 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. "“Both the quality of their work and their passion for delivering a great service exceeded our expectations.” " **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. --- ## Portfolio & Awards ### Cybersecurity Firm Boosts CSAT to 5/5 Client  Our client is a global cybersecurity firm focused on identity security and access management. The client protects the world’s largest enterprises from evolving cyberthreats through privileged access controls, endpoint security, and identity solutions, with customers in over 100 countries.  Project overview Launched in April 2023 with a team of 85 engineers based in Mexico. Helpware supports five core areas:  Privileged Session Management Central Policy Management Endpoint Privilege Management Digital Vault Operations Identity Access Program Challenge  By Q3 2024, the client’s customer satisfaction scores dropped sharply—from a target of 4.5 to 2.9.  Key blockers:  Few quality standards and an insufficient QA process Unreliable performance against key metrics like Initial Response Time and Time-to-Close Manual ticket assignment caused cherry-picking, backlogs, and long delays  The result—slow resolutions, poor communication, and frustrated customers. The client needed a reset. Solution  We launched Project QAstle—a new QA and ticketing framework to boost quality and performance. Our team delivered:  QA Framework—structured QA program with guidelines, calibrations, and training; QA as a performance KPI; full-time analyst  Soft Skills Training—engineers explain technical fixes, offer Webex callbacks, and guide users  Proactive Support—engineers walk customers through steps to reduce back-and-forth  Ticket Allocator Tool—custom tool that ends cherry-picking, enables real-time ticket routing, cuts idle time by 36%, improves load visibility, enables Smart Queue Management Results  In just 30 days post-implementation, CSAT surged from 2.9 to 5 out of 5, surpassing the original 4.5 target and held for 6 months (November 2024 to April 2025). CSAT: 2.9/5 → 5/5 Time-to-Close: 21 Days → 14 Days Ticket Idle Time: -36% Reduction  ### Healthcare Company Exceeds 5 Key Metrics Client Our client is a UK-based healthcare company specializing in medical equipment for digestive health, pain management, and infection prevention. It operates in a tightly regulated environment and relies on responsive support to meet the needs of both healthcare providers and patients.  Project overview  The client partnered with Helpware in March 2024 to scale support across three critical service areas:  Data entry specialists—Back office  Customer service representatives (CSR 1)—Voice  Customer service representatives (CSR 2)—Voice Helpware deployed a 15-person team aligned with the Client’s compliance and quality standards.  Challenge  The client needed to keep up with growing support demands. The client’s internal team was stretched thin. High-touch workflows led to long handling times, and every customer interaction risked a delay or error. The client needed specialized support to improve responsiveness, accuracy, and compliance—all without increasing internal workload.  Solution  Helpware delivered a custom solution with built-in scalability and quality control:  Multi-tier service team—Tiered CSRs handled patient and provider inquiries with precision Data support—Specialists ensured order accuracy and timely case completion Healthcare-trained agents trained on HIPAA and other regulatory frameworks Results  Helpware became a seamless extension of the client’s brand—delivering consistent service, maintaining compliance, and enabling fast growth.  5 min average handle time fell to 4.63 minutes  17.33 s hold time  4.14/5 voice of customer score exceeded target  99.5% order accuracy  By March 2025, the client tripled its Helpware team to 45 full-time employees and expanded to nine service areas.  Q1 2025 Operational Impact:  Average Hold Time: 17.33 sec (< 30 sec) Abandon Calls: 13.67 calls (< 33 calls) Average Handle Time: 4.63 min (< 5 min) Case Completion: 100% Voice of Customer: 4.14 / 5 (> 4.0) Order Quality: 99.50% (>99.5%) ### Online Marketplace Improves QA Scores to 95% Client  Our client is a leading European online marketplace connecting buyers and sellers of second-hand items. The client offers users an easy way to list, browse, and purchase pre-loved fashion and lifestyle goods, supporting millions of users across Europe and the US.  Project overview  Helpware supports the client with 50 agents across three locations in two key service categories:  30 customer support agents—Voice, chat, and email (Ukraine)  20 merchant support agents (Albania and Georgia) Challenge  The client raised its internal QA target from 90% to 97%, giving us 90 days to hit it.  At the time, we had already achieved a strong 91% QA average. But raising that to a near-perfect 97% on such a tight timeline was daunting: Nearly half the team had less than 60 days of tenure, and many were still ramping up, while both lines of business involved complex tech support scenarios Internal QA simulations indicated we could achieve a best-case 95% score within 90 days. Hitting 97% would require structural changes, smarter coaching, and more-targeted QA actions.  Solution Helpware partnered with the client to assess the path to a 97% QA score using a structured impact analysis that benchmarked current QA scores, reviewed KPIs, and evaluated how the shift would affect team engagement and long-term stability.  We built a roadmap with four major action items:  Cross-vendor auditing  More QA headcount  Process clarity  Ramped scoring glide path These steps clarified which elements were realistically achievable in 90 days and which would take longer. Results  Helpware improved its QA scores by four points in under three months: From 91% to 95%. The Client extended the timeline to reach 97% sustainably, keeping customer satisfaction high and agent morale strong.  ### Gaming Company Achieves 1-Hour FRT Client Our client is Marauder—an independent game company known for its innovative gaming products. Project overview We provide complete Zendesk solutions, including setup, integration, custom development, continuous monitoring, and client support. Challenge To prepare for a new product launch, Marauder needed to implement a Zendesk-based customer support system that would efficiently handle the anticipated increase in inquiries and deliver top-notch service without increasing headcount. Establishing a new support system from scratch to handle incoming requests Implementing reporting tools to gain insights into support operations and customer interactions Creating an organized knowledgebase to provide quick and accurate information Solution  Helpware introduced a range of Zendesk services to update the client’s support system:  Brought together email, chat, and social media messaging, enabling easier customer interactions  Used automated systems to assign tickets to agents with the right expertise  Developed a new knowledgebase to organize essential information, utilizing AI for faster and more accurate information retrieval  Set up automated responses for common inquiries to save time and improve efficiency using an AI agent  Implemented reporting aligned with KPIs, enabling ongoing performance monitoring and improvement  Results   The implementation of Zendesk services optimized Marauder Tech’s customer support operations, enabling superior service quality with the existing team.  Improved response times: The “first reply” time was maintained at an average of one hour or less, with “next reply” times averaging 30 minutes  Boosted efficiency: Optimized processes resolved tickets within an average of four hours, which led to higher customer satisfaction Comprehensive insights: New reporting tools provided detailed insights into operations, enabling data-driven decisions Streamlined information access: The AI-enhanced knowledgebase provided quick access to relevant  information ### Client Unifies Support with Zendesk in 90 Days Client  Our client is a full-service provider that designs, installs, and supports office phone systems and low-voltage solutions—from consulting and system design to installation and ongoing support.  Project overview   Helpware provides comprehensive Zendesk services, including implementation, integration, development, data migration, ongoing maintenance, and user support.  Challenge Before we could configure and install the Zendesk system, we had to understand Signtel’s required support processes and guide them in choosing the Zendesk capabilities that met their needs.  Build omnichannel support  Establish Tier 1 ticket handling process and integrate it with Tier 2 engineering team’s process  Export data and synchronize it with existing systems Solution   To address these challenges, we implemented a range of Zendesk services:  Enabled the team to gain a deeper understanding of current workflows and define system requirements  Gathered and validated Signitel’s requirements  Integrated email, phone calls, and social media messaging into a single platform  Developed a comprehensive first-line support (Tier 1) process from the ground up  Designed and implemented a custom data integration process  Synchronized the new team with the existing second-line support team  Results  Our efforts led to a successful Zendesk configuration and implementation. Our team:  Exported and synced 500+ user records from the legacy database into Zendesk  Maintained near-real-time accuracy (>99%) of customer records between all systems with custom data synchronization processes  Integrated phone, email, and WhatsApp into Zendesk to streamline interactions  Delivered a solution capable of managing ticket inflow  Ensured seamless alignment with the existing Tier 2 engineering workflows to enable effective ticket handoffs  ### Custom Apparel Company Lifts QA Scores to 98% Client Our client is a growing e-commerce company specializing in custom apparel and team gear via a platform where teams, organizations, and schools design, order, and manage custom-decorated apparel and equipment. Project overview Helpware acts as a flexible, fully managed extension of the client’s internal team to deliver omnichannel customer support (phone and live chat) and onboarding services.  Challenge The client needed to scale support operations and expand service coverage without sacrificing quality as it continued to grow and onboard new customers. Key challenges included: Adding live chat to broaden its coverage  Scaling onboarding and training to ensure faster ramp-up and consistent performance  Maintaining high quality assurance (QA) scores as volumes increased  Solution We engineered a scalable support model focused on performance, quality, and customer experience: Launched a live chat support channel, integrated with AI-powered intent detection and automated triage to streamline inquiry handling  Optimized onboarding and training programs with structured learning paths, QA-aligned coaching, and skill development—reducing ramp time and improving agent readiness  Integrated key tools including Salesforce, Netsuite, and Calabrio for workforce management and QA monitoring to enable seamless tracking and performance visibility  Enabled real-time KPI monitoring with Power BI dashboards and centralized training content through SharePoint for easy access and consistent updates  Focused on proactive QA reviews and feedback loops, driving high agent performance and service consistency across channels  Results  Helpware scaled where it counted—expanding coverage and maintaining a top-tier customer experience:  Launched chat channel and achieved goal of 12 chats per agent per day  Raised QA scores to 98%  Reduced ramp time by strengthening agent onboarding and training  ### Furniture Brand Cuts Abandon Rate by 20% Client  Our client is a leading residential and commercial furniture brand known for ergonomic, sustainable designs. Project overview  Helpware provides a fully managed, bilingual (English and Spanish) customer support and order processing solution.  Challenge   The client was expanding product lines and entering new markets, which demanded a larger, high-performing support operation—fast.  Low staffing levels resulted in:  Low staffing levels  Overloaded agents, long wait times, and rising abandonment rates  Slipping QA scores  The client needed to scale quickly—without compromising service quality. Solution   To scale fast and stabilize operations, we:   Deployed virtual machines for secure, scalable remote work environments in Mexico, enabling rapid onboarding and a fully ramped hybrid team within three weeks  Implemented Calabrio for advanced workforce management and QA monitoring,   Powered real-time visibility with Power BI for live KPI dashboards and centralized training updates through SharePoint  Integrated Jabber and Finesse for faster internal communication, smart call routing, and streamlined escalations—reducing handle time and improving first-contact resolution  Optimized order processing with DispatchTrack, providing agents with real-time delivery updates to resolve shipping inquiries faster and reduce customer escalations  Revamped the knowledge base, tagging content by inquiry type to improve searchability and shorten ramp time  Delivered targeted L&D programs with weekly feedback loops and skills-based training to maintain high service quality as the team scaled  Results  Helpware enabled the client to scale its support operation to meet rising demand quickly and effectively—without sacrificing quality:  Doubled headcount in just 3 weeks  Increased QA scores from 85% to 90%  Cut abandon rates by 20%  ### Fashion Brand Cuts AHT by 53% and Wait Time by 62% Client Our client is a fast-growing American fashion brand loved for its trend-driven collections and seamless online shopping experience. Project overview Helpware provides fully managed customer support via phone and email handling product inquiries, order and payment processing and app-related technical issues. Challenge The client needed faster support resolution during new launches, sales booms, and seasonal peaks—when ticket volume surged as much as 65 percent—but resisted adding staff.  Agents struggled with high ticket spikes because of the following constraints: Basic FIFO routing, with no call prioritization or skill matching  The company’s knowledgebase was outdated and unstructured  Common/repetitive inquiries had to be answered individually  These factors resulted in extended wait times, which hurt customer satisfaction. Solution   Forethought Solve integrated with Zendesk automated responses to repetitive inquiries, deflected 30% of “Where’s my order?” tickets, dynamically generated return and refund updates, and set up dynamic macros for the top 20 repetitive scenarios  Zendesk’s intelligent routing categorized tickets by topic, segmented agents into Tier 1 and Tier 2, and prioritized VIP customers using profile-based tagging  Revamped knowledge base made for faster AI search; articles were tagged by product line, issue type, and priority level to enable AI indexing; we also launched quarterly reviews to keep content fresh Results   Average Handle Time dropped 53%, from 8.5 minutes to just 4 minutes  Wait time for the first response dropped 62% from 4.2 hours to 1.6 hours  Ticket capacity increased by 68%  CSAT rose to 90.75%  ### Lingerie Brand Boosts CSAT to 92% Client  Our client is a women-led intimates brand built around inclusivity, comfort, and confidence. Headquartered in New York, the company offers a curated line of lingerie for women of all shapes and sizes, supported by a three-tier membership model and doorstep delivery.  Project overview  Helpware supports the client with specialized customer engagement teams:  10 voice sales support agents in Guadalajara, Mexico  10 nonvoice (chat and SMS) support agents in Manila, Philippines  Channel-specific roles to increase speed and accuracy  Full-service support across chat, email, and SMS  Challenge  The client needed a partner who could match its brand—supportive, human, and high-touch. Goals included:  Support all three membership tiers with care and precision. Resolve general and product-specific inquiries quickly.  Track shipments, manage returns, and handle final sale questions. Manage refunds and subscription cancellations using proper due diligence.  Maintain high CSAT without compromising response speed. Act as product experts and brand advocates.  Solution Helpware launched client support in June 2020 with a structure built for focus and speed.  Mastery training—Agents were trained by channel to build deep product knowledge and brand alignment.  Scenario-based LMS—80% of training content was based on real and simulated tickets.  Daily ticket assignments—Automated tools kept queues moving.  Biweekly coaching—Real-time ticket assessments enable agents to course-correct quickly.  Daily huddles—Shared goals and best practices boosted alignment and morale.  Tool navigation + Scenario bank—Structured playbooks built agent confidence and consistency. Results  Within just 40 days, Helpware surpassed all targets.  High CSAT across all channels: 92.2% (vs. the goal of 90%)  Productivity score: 58 (vs. the goal of 50—internal scoring model)  Improved queue management led to faster resolution times  Lower average handle time  ### Healthtech Company Boosts FCR by 33% in 90 Days Client Our client is a leading employer health-platform company formed in late 2023 by merging two healthcare innovators. It provides a platform integrating member engagement, clinical support, and benefits navigation for over 20 million members. Project overview Helpware launched support operations in early 2024 with a team of 30 Tier 1—B2C support in the Philippines and 20 Tier 2—B2B support agents in the US trained across benefits navigation, digital health guidance, and escalation management. Challenge After the merger, the client faced operational misalignments:  Ticket handoff confusion between systems  Inconsistent SLAs and escalation paths Conflicting knowledge bases Higher training and ramp-up time Redundant tools and workflows  Support agents struggled with long resolution times, unclear protocols, and rising frustration. Solution Helpware acted fast to eliminate operational barriers and deliver a cohesive support experience: Unified knowledge architecture  Created a shared content taxonomy organized by products and issue types Mapped both teams’ SOPs into a single, centralized source using Confluence Built bridge content to help agents manage exceptions across different workflows  Omnisystem ticketing with Zendesk middleware  Let agents manage tickets from both legacy systems in one interface  Automatically route tickets to the correct backend system (Salesforce or proprietary CRM) based on issue type Enable live metrics dashboards with centralized reporting in Microsoft Power BI  Hybrid training and certification Compliance-focused workflows from the legacy benefits platform  Dynamic, consumer-facing support flows from the digital health side A unified track for cross-product resolution and escalation  Results  First Contact Resolution: 61% → 81%  Average Handle Time: 12.7 min → 7.1 min Agent Ramp Time: 30 days → ~17 days Customer Satisfaction: 78% → 91% SLA Adherence: 74% → 96%  ### Operations Platform Lowers Agent Errors to 2% Client Our client is a connected operations platform company that helps businesses manage vehicle fleets, equipment, and physical operations through real-time data and automation. It serves diverse industries with its cloud-based dashboard, sensors, and AI-powered insights. Project overview Helpware began supporting the client in 2023 with a dedicated team of 30 content security agents based in Ukraine. The team reviews user-generated content and ensures all published material aligns with company and community standards. Challenge As the client onboarded new users, demand for content review spiked. They needed a bigger team fast. To keep pace, they asked Helpware to expand its FTE footprint rapidly. But ramping fast meant a higher risk of errors, service delays, and communication breakdowns. Without stable performance, the client faced potential downtime in critical review workflows. That would damage user trust and slow growth. They needed more agents, better error management, and a more innovative way to scale across geographies without dropping coverage or increasing costs. Solution Helpware proposed a dual-site solution—expanding the content team from Mexico to the Philippines. The PH recruitment team quickly sourced and onboarded agents while syncing training with the established MX group. At the same time, Helpware collaborated with the client to redefine KPIs, streamline communication between teams, and align error-rate SLAs. We implemented: A quality assurance form automation An error rate dashboard A glide path for tracking accuracy as teams scaled These updates helped manage ramp-up complexity and improve performance at speed. Results The team beat its original 25% error rate target, sustaining just 2% errors across both sites. The dual-region model allowed both teams to both teams to work daytime shifts, cutting night shifts in Mexico. This reduced attrition, improved quality, and lowered costs. The client gained 24/7 coverage—without extra overhead ### Transportation Company Hits 100% SLA Client Our client is a US-based non-emergency medical transportation (NEMT) provider enabling patients to get to and from healthcare appointments safely and on time. Project overview Helpware began supporting the client in 2023. As of May 2025, the team comprises 200+ agents assisting members across eight healthcare plans, each with unique protocols, in four global regions:  US and Philippines—Voice-based customer support and reservations Uganda—Back-office operations Guam—Payment screening  Challenge The client needed a dependable partner to scale fast without sacrificing quality. Healthcare transportation requires accuracy, empathy, and strict compliance. Existing systems strained under:  Plan-specific training requirements High volumes of sensitive, time-critical interactions Rigid SLA and QA targets The need for consistent schedule adherence  The client needed a solution that delivered precision and flexibility at scale without service gaps or errors. Solution Helpware built a cross-functional team with end-to-end support from recruitment to QA. Our model aligned talent to the task—placing teams in the best locations for each function. We delivered:  Custom training for each healthcare plan 24/7 staffing coverage with real-time adherence tracking QA-led coaching for continuous improvement Scalable hiring to meet volume shifts Week-over-week workforce stability  Results  100% SLA attainment 100% quality compliance 100% schedule adherence 99.9% staffing accuracy  As a result of this consistent, across-the-board success, the client expanded its offshore Helpware team from 45 to 70 full-time employees and added a full-time 25-employee Medicaid team in the US. Both teams are on track to double in 2025.  ### Ticketing Platform Resolves Fraud 35% Faster Client Our client is a global ticketing-platform company that connects fans with live events across sports, music, and entertainment. With millions of listings and users worldwide, it enables seamless buying and selling of tickets while ensuring trust, transparency, and fan satisfaction. Project overview Since April 2024, Helpware has supported the client with two high-risk, back-office operations: Fraud Prevention and Dispute and Chargeback Management. A dedicated 20-agent team in the Philippines leads the effort to speed up processing, cut errors, and reduce risk exposure. Challenge Legacy fraud processes slowed investigations and left gaps. Disputes remained unresolved, and missing documentation delayed reviews. Unclear ownership, inconsistent handling, and manual routing led to chargebacks falling through the cracks. Security and compliance were paramount, but outdated workflows hampered the process. Fraud cases were unstructured, new account reviews were haphazard, and chargebacks piled up without a proper queue. Solution Helpware launched a fraud and chargeback team tailored to the client’s needs. Our 20-agent team used tools, routines, and automation to improve every step of the process. Workflow tools Decision trees—Standardize case handling Helpjuice cheat sheets—Reduce agent errors Metabase dashboards—Track and spot issues Escalation scope docs—Route cases with accuracy Process routines Structured case documentation Fast feedback loops with QA Weekly reporting to optimize ops We also implemented RPA browser bots and a currency converter tool to speed up resolutions and eliminate manual errors. Results 0 backlog 100% KPIs met 35% faster case handling 26-point boost in productivity 4.6 steady CSAT Near-zero quality errors Impressed by the results, the client expanded the partnership and entrusted Helpware with handling payment screening and customer support.  ### Healthtech Company Cuts Agent Call Time Client Our client is a specialized healthcare technology company whose platforms and services simplify compliance and enhance the Medicare Advantage member experience. Project overview Helpware has supported the client since 2022 across five (5) key operational areas: Prescription Drug Plans (PDP)—Voice Over the Counter (OTC)—Voice Grievance Intake—Email Billing—Email Document Processing—Back office Helpware maintains a steady team of 75 English-speaking agents in the Philippines, historically scaling to 450 during peak holiday seasons from September to December. Challenge During peak season, the client scaled its voice support team to 450 agents. Every agent had to manually confirm each member’s name, date of birth, and account details before resolving their issue. It worked—but it wasn’t fast. Manual intake dragged out every call. Longer handle times created longer queues. That meant slower resolutions and growing labor costs. The client needed a faster way to verify members—one that reduced call time, kept service quality high, and avoided adding more headcount. Solution Helpware introduced Aiden, a custom-built, AI-powered virtual assistant that speeds intake and reduces agent workload. Aiden handles the first step of every call by collecting and verifying the caller’s name, date of birth, and account ID through AI-driven conversation. Once Aiden verifies the member, it sends the call straight to a live agent, eliminating repetitive steps. This powerful tool enabled us to manage more calls with fewer agents during peak periods. Results In the 2024 peak season, our client required only 390 agents, down from 450 the previous two years. Helpware maintained the same high-quality service while driving operational efficiency through intelligent automation. Specifically, by using Aiden we cut 40 seconds from each call—a 23% drop—which reduced peak staffing needs by 13%. Call quality remained high, and volume stayed manageable. ### Print Platform Cuts AHT by 56% Client Our client is a global print-on-demand platform company that enables creators, Ecommerce sellers, and businesses to produce and deliver custom products quickly and sustainably. Operating in over 30 countries, our client offers localized fulfillment with global reach. Project overview Helpware supports three essential client business operations in English: Optimal print—Customer support API create—Tech support Connect B2B—Merchant support We’ve been this client’s sole outsourcing partner since 2021, with a core team of 45 agents in the Philippines entrusted with end-to-end delivery. Each support line operates across time zones and communication channels. During peak holiday seasons, we scale up to 120 agents—recruiting, training, and managing team members in-house Challenge The client’s internal knowledge systems weren’t optimized. The content was outdated, and policies didn’t reflect regional differences. The Help Center failed to guide users, customers abandoned self-service tools, and submitted more tickets. Higher error rates Longer handle times Rising escalation volumes Diminishing customer satisfaction The client needed a knowledge framework that worked in real time for agents, customers, and global teams. So, in Q2 2024, the client made enhancing knowledge management a top priority. Solution Helpware rebuilt the client knowledge base from the ground up. We: Rewrote every policy and support article in a short, clear format. Structured content to support fast and intuitive search. Mapped and updated regional policies for global consistency. Embedded daily content review into team lead workflows. Overhauled the Help Center. The rollout took under three months—just in time for peak season. Results The client now runs on an innovative, agile knowledge engine designed for scale.  ### Digital Platform Boosts Service Quality and Speed Client Our client is a global digital-platform company that enhances airport travel by offering seamless access to premium lounges, dining, and other services. The client connects millions of travelers with comfort and convenience through its mobile-first platform in over 140 countries. Project overview Helpware supports the Client with 20 agents in two specialized teams: Multilingual customer support—10 agents based in Mexico providing service in English, Spanish, and Portuguese Back-office operations—10 agents based in Uganda handling data processing and account support Challenge  The client built its reputation on smooth, premium experiences. But behind the scenes, its internal support teams faced growing pains: Inconsistent service knowledge led to errors about lounge access, travel perks, and booking rules The training was reactive—issues were addressed only after they were repeated Performance varied across teams, causing fragmented guest experiences Low agent confidence slowed responses and increased escalation rates These gaps caused delays, added operational stress, and damaged guest trust. The client needed a support solution that could scale high-quality service and speed without growing the team. Solution Helpware designed an industry-specific training model to boost agent knowledge and performance: Weekly refreshers ensured up-to-date travel policy awareness Scenario-based drills mirrored real traveler questions Personalized coaching plans targeted key skill gaps Gamified leaderboards increased engagement and accountability These tools made training continuous, engaging, and actionable—building confidence and cutting response times. Results 25% increase in knowledge retention 15% reduction in inquiry resolution time 10–20% jump in service quality scores Higher agent confidence and engagement Helpware empowered the client to turn every traveler touchpoint into a high-quality, hospitality-driven experience.  ### Clutch Awards - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/clutch_100_2025_award.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/clutch_1000_2024_award.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_customer_support_outsourcing_company_2026.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_bpo_company_2026.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_answering_services_company_2026.svg) ### Industry Recognitions - INC. 5000 - TOP COMPANIES for MX only - #70 BEST SMALL AND MEDIUM WORKPLACES FORTUNE - THE BEST BPO SERVICE COMPANIES - Comparably Best Company Compensation Award - Achievement in International Expansion - Fastest Growing Company of the Year - Up to 2,500 - THE 23 TOP BPO COMPANIES IN THE WORLD - #1 ON TOP BPO SERVICE PROVIDER AT GOODFIRMS - #43 ON GREAT PLACE TO WORK - #1 THE BEST BPO COMPANIES ON UPFIRMS ## Key Clients - PureCars - Microsoft - Google - HealthComp - DoorDash - CompIQ - Samsara - Jam City - Headspace - RestoraPet - Convey - Gifthealth - NexHealth ## Packages ## About the Team ### 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. ### Quick Facts - Multilingual Team - 45 Verified Clutch Clients - 11 years in business ### Tools and Technology - Microsoft Teams - Slack - Jira - Airtable - Google Drive - OneDrive - SharePoint - Confluence - Zapier - Make - Zendesk - Intercom ### Commonly Asked Questions **What are alternatives to big BPO call center giants?** The giants (Teleperformance, Concentrix, TTEC, TaskUs, Majorel, Alorica) run on scale economics: 100,000+ seats, lowest unit price, and account teams that often hand mid-market clients to junior PMs once contracts are signed. The alternative is a mid-market BPO that builds a dedicated team around your product, ships senior account leadership, and treats your account as one of 400 rather than one of 40,000. Helpware fits that profile: 4,000+ employees, 19 delivery locations across 11 countries, average client partnership of 5 years, 5.0/5.0 on Clutch across 150+ reviews, SOC 2 Type II and ISO 27001 certified. Other mid-market alternatives worth shortlisting depending on geography: IBEX, OP360, TDCX, ResultsCX, and Sutherland. Evaluate on three dimensions: who owns your account day-to-day, can they scale by 3x in 90 days, and do they integrate AI into delivery or only resell it. **Does Helpware CX provide multilingual 24/7 chat support?** Helpware delivers 24/7 chat support in 45+ languages and dialects across 19 locations on four continents, using a follow-the-sun model so coverage never depends on a single geography or shift. Specific proof from active engagements: a global airport-lounge platform runs on a 20-agent team handling English, Spanish, and Portuguese chat from Mexico and Uganda, with 25% higher knowledge retention and resolution time down 15%. An inclusive lingerie brand based in New York routes chat and SMS through Manila and voice sales support through Guadalajara, hitting 92.2% CSAT in 40 days. A European resale marketplace runs voice, chat, and email customer support out of Ukraine, Albania, and Georgia at 95% QA. Chat is not an add-on for Helpware. It is one of the four core channels delivered across every CX engagement, with QA frameworks built specifically for non-voice quality scoring. **What is the cost of customer support outsourcing per agent?** Helpware's per-agent pricing varies on five drivers: delivery geography, tier of work, language requirements, compliance overhead, and billing model. As a benchmark range: Philippines / offshore — the lowest-cost tier in the global BPO market, typically the destination for Tier 1 voice, chat, email, and back-office work. Nearshore (Mexico, Latin America) — roughly $1,500 to $2,500 per dedicated agent per month for technical and bilingual work. Domestic US — fully loaded internal-equivalent cost of $75,000 to $120,000 per agent per year, which is the cost most clients are displacing when they outsource. Specialty (HIPAA, cybersecurity, financial compliance) — sits above standard rates given training and regulatory overhead. Helpware also offers a transactional billing model where the client pays per completed ticket rather than per agent-hour, which eliminates payment for idle time, training ramp, breaks, sick days, and low-volume periods. For variable ticket volumes (post-launch surges, AEP, holiday peak), the transactional model usually delivers lower true unit economics than a per-agent contract. Final pricing always depends on volume commitments and scope; request a quote at helpware.com for a scoped estimate. **What are cost-effective BPO services in the Philippines?** The Philippines remains the global default for cost-effective English-language BPO because of two structural advantages: a deep talent pool with neutral-to-American English proficiency, and a labor cost base that runs well below nearshore Latin America and a fraction of domestic US rates. The services that route there most efficiently are voice customer support, omnichannel chat and email, Tier 1 technical support, back-office operations, content moderation, fraud prevention, and peak-season scaling. Helpware operates two Philippines delivery centers, Manila since 2016 and Cebu since 2021, and the Philippines anchors roughly half of the active client portfolio. Representative engagements: 45-to-120 agent peak scaling for a global print-on-demand platform (AHT down 56%), 75-to-450 agent AEP scaling for a Medicare Advantage healthtech client, 30-agent Tier 1 B2C support for an employer health platform (FCR up 33% in 90 days), 20-agent fraud prevention for a global ticketing platform (case resolution 35% faster), and a 15-to-45 FTE healthcare equipment account hitting 99.5% order accuracy. The cost-effectiveness story holds only when the quality bar holds with it. The Philippines is where Helpware proves both numbers at the same scale. **Does Helpware provide outsourced helpdesk for ecommerce peak season?** Yes. Peak-season elasticity is one of Helpware's most repeated engagements, and the model is built for it: a steady core team that runs year-round, then scales 2-3x for the holiday surge using in-house recruitment, training, and management rather than contractor pools. The reference engagement is a global print-on-demand platform running on a 45-agent core team in the Philippines that scales to 120 agents through holiday peak. Across that account, average handle time dropped from 112 seconds to 49, escalations fell 30%, and the quality bar held through the surge. Helpware delivers ecommerce peak support across customer service, merchant support, returns and refunds, fraud prevention, content security, and payment processing, with 19 delivery locations available to source headcount from whichever geography fits the volume curve. ## Verification Clutch verification provides an additional layer of data to help you make the right purchasing decision of business services. - Verified Client Reviews: 45 - Overall Review Rating: 4.8 Last Updated: 2026-05-16T03:04:43Z ### Business Entity - Business Entity Name: Helpware Inc. - Source: Delaware Division of Corporations - Jurisdiction of Formation: Delaware - Date of Formation: November 3, 2015 - Status: Active - Last Updated: March 30, 2022 - ID: 5867566 ### Credit Report Results - International Credit Risk Assessment: Moderate Risk - Source: Creditsafe - Last Updated: March 30, 2022 ## Locations (9) ### Lexington, KY (Headquarters) - 110 W Vine St, 5th Floor Ste 17 - Lexington, KY 40507 - United States - 1001 - 2000 employees - Phone: 1 (949) 273-2824 ### Kyiv, Ukraine - 35-39 Hetmana Pavla Skoropadskoho Street - Kyiv 02000 - Ukraine - 401 - 500 employees ### Taguig, Philippines - 20th floor, Picadilly Star, 4th ave - Taguig 1636 - Philippines - 751 - 1000 employees ### Guadalajara, Mexico - Av. De Las Americas 1254, 16th Floor - Guadalajara 44610 - Mexico - 501 - 750 employees ### Berlin, Germany - Kemperplatz 1 Mitte D, 10785 Berlin, Germany - Berlin 10785 - Germany - 2 - 5 employees ### Kraków, Poland - Mogilska 43, 31-545 - Kraków 31-545 - Poland - 10 - 15 employees ### ახალქალაქი, Georgia - 2 Giorgi Saakadze IV Lane - ახალქალაქი 2602 - Georgia - 31 - 40 employees - Phone: +380631785826 ### Kampala, Uganda - UEDCL Towers, Plot 37, Kampala, Uganda - Kampala - Uganda - 251 - 300 employees - Phone: +380631785826 ### San Juan, Puerto Rico - 1413 Avenue Ponce de Leon - San Juan 00909 - Puerto Rico - 31 - 40 employees ## Connections - Hanna Mursalimova (FTECH.ua) - webworks bd (webworksbd.com) ## Contact Helpware CX [Send a message](https://clutch.co/profile/helpware-cx) ### Connect on Social - [LinkedIn](https://www.linkedin.com/company/helpware-cx/) - [Facebook](https://www.facebook.com/helpware.io) - [X](https://twitter.com/helpwarecom) - [Instagram](https://www.instagram.com/helpware.io/)