• Visit Website
  • CONTACT
    Los Angeles, CA
    3105009699

We've Got Your Back!

4.8
12 reviews

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.

READ MORE...
 
$1,000+
 
< $25 / hr
 
250 - 999
 Founded
2015
Show all +
Los Angeles, CA
headquarters
  • 10250 Constellation Blvd, 2nd Floor
    Los Angeles, CA 90067
    United States
    3105009699
other locations
  • Ukraine
  • NCR
    Philippines

Portfolio

Key clients: 

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

Reviews

4.8
12 reviews
Sort by

Social Media Management for Author

“They have the best project management of any team I’ve ever worked with.”

See More

5.0

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

The Reviewer
 
1-10 Employees
 
Orange County, California
Scott Duffy
Author, Breakthrough
 
Verified
The Review
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.

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.

5.0
Overall Score Their personal touch surprises and delights me.
  • 5.0 Scheduling
    ON TIME / DEADLINES
    They created goals and determined how to measure progress, which I’ve never had a partner proactively do.
  • 5.0 Cost
    Value / within estimates
    Their pricing is very fair.
  • 5.0 Quality
    Service & deliverables
    I’ve been very happy.
  • 5.0 NPS
    Willing to refer
    I've already referred them.

Customer Service via Chat

"They're dedicated to working with each individual customer."

See More

5.0

Quality: 
4.5
Schedule: 
5.0
Cost: 
3.0
Willing to refer: 
5.0
The Project
 
Confidential
 
Sept. 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.

The Reviewer
Maxwell McVay
Assistant National Sales Manager, Squadlocker
 
Verified
The Review
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.

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.

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

Back Office & Digital Marketing Support for Digital Solutions Company

“They're very thorough and responsible. … They're always there for us.”

See More

5.0

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
Jan. 2018 - Ongoing
Project summary: 

Helpware helped set up digital marketing accounts in Bing, DoubleClick, Facebook, Google Ads, Google Analytics, and Google Tag Manager.

The Reviewer
 
201-500 Employees
 
Georgia
Associate Director of Product, Digital Solutions Company
 
Verified
The Review
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.

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.

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

Inbound, Outbound, & Back Office for Pain Management Practice

“I can’t praise them enough. We feel like we’re their only client.”

See More

5.0

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Confidential
 
May 2018 - Ongoing
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.

The Reviewer
 
11-50 Employees
 
Los Angeles, California
Felicia Klootwyk
Director of Marketing, MidSouth Pain Treatment Center, LLC
 
Verified
The Review
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.

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.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
    There’s been zero complaints.
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Data Entry & Back Office Support for Marketing Services Company

"We’re lucky to have had such a positive experience."

See More

5.0

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
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.

The Reviewer
 
1-10 Employees
 
Scottsdale, Arizona
Marketing Director, A4 Digital
 
Verified
The Review
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.

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.

5.0
Overall Score Everything is great after the initial training phase.
  • 5.0 Scheduling
    ON TIME / DEADLINES
    We work in a real-time environment. The team accommodates the time difference to mirror my workflow and hours.
  • 5.0 Cost
    Value / within estimates
    The value for cost meets our expectations.
  • 5.0 Quality
    Service & deliverables
    We have no issues with Helpware.
  • 5.0 NPS
    Willing to refer
    If I understood the prospective client’s budget and goals, I would recommend Helpware.

Office Support Resources for Hiring Company

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

See More

5.0

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.”

 

See More

4.0

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.”

See More

4.0

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."

See More

5.0

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

Tech Support for Valet Tech Solution Provider

"They strive to resolve issues and increase their own learning while expressing empathy for our clients." 

See More

5.0

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Confidential
 
Jan. 2017 - Ongoing
Project summary: 

Helpware provides software and hardware support for a tech company’s clients.

The Reviewer
 
51-200 Employees
 
US
Joannie Fowler
Client Happiness Lead, CVPS
 
Verified
The Review
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.

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.

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