Helpware

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.

What challenge were you trying to address with Helpware?

We needed video labeling support.

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.

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.

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.

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.

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!

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Introduce your business and what you do there.

Orchard Mile is an online marketplace for luxury women

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Introduce your business and what you do there.

I’m the CMO of a pain treatment center.

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.

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.

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.

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.

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.

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.

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.