We've Got Your Back!

At Helpware, we help you scale your business efficiently across your operations team.

We call it Operational Excellence: the crossroads between a low-cost structure and high-quality output from your team.

Employee costs are the highest cost that any business has. We help our clients save over 60% of their operating costs for every team member that Helpware sources and manages for you. That usually translates to $30-40k in operating costs that is saved per person per year! Imagine finding this new budget, and putting it towards your customer acquisition efforts to accelerate the growth of your business.

PEOPLE AS A SERVICE

We call it “People As A Service” and help you build and manage a remote team of people who become an extension of your team.Our structured approach is metrics driven. We like to start with the end in mind, and collaborate with you to say: “what does success look like for you?”

We align around KPIs that are important for you to measure success, and measure our daily performance against those KPIs through scorecards for each team member so you have full visibility and transparency of your team’s performance on a daily basis.

AGILE OPERATIONS

Our team structure has management and quality control built-in. In addition to your team members, we add in a Customer Success Manager (CSM), Team Leads, Project Managers and Team Leads at no additional cost to you.We organize in small teams, with management built-in so we can respond to the needs of your business quickly.

Our transparent approach, combined with open daily communication creates a shared culture and results in a high-quality output from the team that we build with you while keeping your costs low.

This is the core of how we help you achieve Agile Operations.

 
$1,000+
 
< $25 / hr
 
250 - 999
 Founded
2015
Helpware
10250 Constellation Blvd, 2nd Floor
Los Angeles, CA 90067
United States

Portfolio

Key clients: 

Cisco, Geocommerce, Punchcard, Freshdesk, Microsoft and many more.

Reviews

Sort by

Office Support Resources for Hiring Company

"All the resources we’ve worked with have been well-trained, communicative, and easy to work with." 

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
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.

The Reviewer
 
11-50 Employees
 
San Francisco, California
Jane Buescher
Head of Finance and Operations, EJENTO
 
Verified
The Review
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.

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.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Staffing for Article Engagement Specialists

“Everyone from Helpware has been great to work with.”

 

Quality: 
4.0
Schedule: 
5.0
Cost: 
4.0
Willing to refer: 
4.0
The Project
 
Confidential
 
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.

The Reviewer
 
201-500 Employees
 
Lehi, Utah
Team Manager, SEO Company
 
Verified
The Review
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.

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.

4.0
Overall Score Helpware is great overall.
  • 5.0 Scheduling
    ON TIME / DEADLINES
    Scheduling was great. They accommodated my schedule, which was very helpful.
  • 4.0 Cost
    Value / within estimates
    They are affordable and provide the work we need.
  • 4.0 Quality
    Service & deliverables
    Their quality is up to our standard, but does not exceed expectations.
  • 4.0 NPS
    Willing to refer
    I'd refer them to any friend who needed similar help.

Scaling Customer Support for Womens' Fashion Marketplace

“They’re committed to our success.”

Quality: 
4.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
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.

The Reviewer
 
11-50 Employees
 
New York, NY
Manuel Montes de Oca
Director of Customer Care, Orchard Mile
 
Verified
The Review
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.

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.

4.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 4.0 Quality
    Service & deliverables
    They provide exceptional services, but the language barrier occasionally causes a few issues.
  • 5.0 NPS
    Willing to refer
    I referred them to a friend recently.

Project & Customer Support for MSP Company

"The service that they provided—and the support behind it—was extraordinary."

Quality: 
4.5
Schedule: 
4.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Sept. 2017 - Sept. 2018
Project summary: 

Helpware provided staffing services, including project management and client-facing interaction.

The Reviewer
 
51-200 Employees
 
Washington, District of Columbia
Ryan Roney
COO, Solvere One
 
Verified
The Review
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.

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.

5.0
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 4.5 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Customer Tech Support for IT Company

"The communication and workflow were easy."

Quality: 
5.0
Schedule: 
5.0
Cost: 
4.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Aug. 2017 - Aug. 2018
Project summary: 

Helpware provided remote technical assistance, answering customer questions and resolving issues over the phone.

The Reviewer
 
11-50 Employees
 
New York, New York
Michael Elfassy
Customer Success Director, Blue Bite
 
Verified
The Review
Feedback summary: 

Although they received few support requests, Helpware increased efficiency and supported the internal team. They were prompt, helpful, and knowledgeable.

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.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 4.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Customer Support for Analytics Company

“Both the quality of their work and their passion for delivering a great service exceeded our expectations.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
Jan. 2016 - Ongoing
Project summary: 

Helpware provides full-service customer support throughout the business week. The team is contracted on an ongoing basis.

The Reviewer
 
11-50 Employees
 
San Francisco, California
Derek Skaletsky
Head of Product and Services, Kissmetrics
 
Verified
The Review
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.

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.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer