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4.8
16 reviews
Bronze
VERIFIED

Helpware provides Customer Experience & Operational Support for modern companies.

CUSTOMER EXPERIENCE

We help you map your customer’s journey across all stages and organizational touch points, and power your omnichannel support with amazing humans.

Today's world of omnichannel touch points requires a modern support solution. Around the clock availability and communication with the tools your customers use daily, is the default expectation of your customers.

We cover your customer touchpoints so that you can stay focused on scaling and expanding your business.

OPERATIONAL SUPPORT

We handle all of your back office operational support work to ensure an optimized customer experience.

Our teams of back-office specialists work tirelessly to improve all of your business processes. We continuously measure our performance against scorecards within a detailed quality control framework. We have your back to stay focused on scaling and expanding your business.

API FOR HUMAN TASKS

We developed an API for human tasks to support content moderation, image/video annotation, and other human tasks to be triggered by a simple API call.

We’ve made it easy for developers and companies to dramatically expand their workforce and execute microtasks across various domains. Your new workforce integrated into your application or leveraged to help your algorithms learn faster will be fully managed employees who operate in our own offices ensuring high quality and security.

COMMUNICATION

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.

READ MORE...
 
$5,000+
 
< $25 / hr
 
250 - 999
 Founded
2015
Show all +
Irvine, CA
headquarters
  • 5151 California Ave., Suite 180
    Irvine, CA 92617
    United States
    (949) 424-2875
other locations
  • Kiev
    Ukraine
  • NCR
    Philippines
  • Guadalajara
    Mexico

Portfolio

Key clients: 

zendesk, Google, Cisco, armatic, Mindbody,

and many more!

 

Reviews

4.8
16 reviews
Sort by

Image Annotation for Computer Vision Software

"Their customer service has made the process as easy and smooth as possible for us."

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5.0

Quality: 
5.0
Schedule: 
4.5
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
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.

The Reviewer
 
51-200 Employees
 
Canada
Director of Operations, Sports Analytics Firm
 
Verified
The Review
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.

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.

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

Customer Service Staff for Sports Gear Rental Company

“They made quick, insightful decisions.”

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4.5

Quality: 
5.0
Schedule: 
4.0
Cost: 
4.0
Willing to refer: 
4.0
The Project
 
$10,000 to $49,999
 
Oct. 2018 - Mar. 2019
Project summary: 

A dedicated resource from Helpware helped process orders, coordinate with vendors, and respond to customer inquiries.

The Reviewer
 
1-10 Employees
 
Stowe, Vermont
Director of Operations, Sporting Goods Retailer
 
Verified
The Review
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.

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.

4.5
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
    Scheduling was slightly tricky because of the time zones.
  • 4.0 Cost
    Value / within estimates
    It was quite reasonable considering the quality of their staff.
  • 5.0 Quality
    Service & deliverables
    It was excellent. I have no complaints about their service.
  • 4.0 NPS
    Willing to refer

Customer Support for Lifestyle Product Supplier

"Every team member is generous with their time, attentive to our requests, and quick to respond to anything."

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5.0

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

The Reviewer
 
51-200 Employees
 
Newport Beach, California
Salah Idllbi
Customer Experience Manager, Dastmalchi
 
Verified
The Review
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. 

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.

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

Social Media Management for Author

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

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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."

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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.”

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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.”

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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."

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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." 

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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.”

 

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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.
Verification

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Verification Level
Bronze
VERIFIED
Business Entity
Status
Active
Jurisdiction of Formation
Delaware
ID
5867566
Date of Formation
Nov 3, 2015
Last Updated
Apr 26, 2019
Client Reviews
VERIFIED CLIENT REVIEWS
16
OVERALL REVIEW RATING
4.8
Source
Clutch
LAST UPDATED
May 29, 2019