Helpware

Introduce your business and what you do there.

Orchard Mile is an online marketplace for luxury women

What challenge were you trying to address with Helpware?

Most of our users find us through online search engines, so it was imperative that we improve our Google reviews. As a small startup, our best solution was to outsource the job to a company that specializes in customer support.

What was the scope of their involvement?

Our company doesn’t operate like a traditional retailer, so Helpware’s customer service agents were required to complete extensive training during the onboarding process. Once they understood our guidelines, they began taking providing support via phone, email, and the live chat feature on our website.

What is the team composition?

We’re currently using two of their agents.

How did you come to work with Helpware?

They reached out to us at the perfect time. We needed help immediately, so their quick turnaround influenced our decision to work with them.

How much have you invested with them?

We spend $50,000 on both agents each year.

What is the status of this engagement?

They started working with us nearly two years ago.

What evidence can you share that demonstrates the impact of the engagement?

We started with a low three-star rating, but Helpware’s impeccable customer service has helped us earn four stars. Within the next month, we expect to increase our score to 4.5. Another improvement that we’ve noticed is the rate at which our service tickets are being addressed and resolved. Helpware has enhanced our customer relations efforts tremendously.

How did Helpware perform from a project management standpoint?

Their customer service representatives have become a vital part of our team over the past two years. They’re good at letting us know when someone will be absent, and they always have a replacement available to fill in.

What did you find most impressive about them?

We value our partnership with Helpware because they’re proactive. Unprompted, they developed an assessment for us to test the quality of their agents’ phone and email correspondence. They used our feedback to improve their services, further proving that they’re committed to our success.

Are there any areas they could improve?

There’s a slight language barrier between their globally-based agents and our English-speaking clients, so we occasionally have to deal with miscommunication and grammatical errors.

Do you have any advice for potential customers?

Helpware strives for total client satisfaction, so don’t be afraid to rely on them for full support.

Introduce your business and what you do there.

I’m COO of Solvere One, a managed services provider. We provide technical support to companies around the Washington, D.C. area.

What challenge were you trying to address with Helpware?

We needed a project manager, but couldn’t afford to pay the market rate in this area.

What was the scope of their involvement?

We needed someone that was detail-oriented, driven, and able to lead a project from start to finish. Because the role interfaced with customers, we also needed someone that spoke English well.

Helpware provided a person to serve as our project manager, which we integrated into our functional team. That individual interacted with clients, set up meetings, and made sure that everyone was doing their part.

What is the team composition?

We primarily worked with our assigned staffer.

How did you come to work with Helpware?

I don't remember how we found them. We chose them after vetting companies based on their experience. We enjoyed our conversations with the owner and representatives, so we felt comfortable moving forward with them.

How much have you invested with them?

We spent around $30,000.

What is the status of this engagement?

The project ran from September 2017–September 2018.

What evidence can you share that demonstrates the impact of the engagement?

It was a successful project, and the customer provided positive feedback on how it was managed.

How did Helpware perform from a project management standpoint?

The project manager did a great job and was very outgoing. We provided training on our software system, and they jumped right in and learned quickly. Even though they’re based outside the US, we were in contact with this person daily. They logged their tickets, their time, and what they were working on. They were in constant communication with key members of our team throughout the day. Skype video calls played an extremely important role in day-to-day interaction.

What did you find most impressive about them?

Everyone we interacted with at Helpware was great. We really appreciated having weekly meetings and regular follow-ups. They were very involved in providing quality control on their employee.

Are there any areas they could improve?

No, they did a great job.

Any advice for potential customers?

I don't have any advice. The service that they provided—and the support behind it—was extraordinary.

Please describe your company and your position there.

Chowbotics by DoorDash operates food dispensing robots. I am the Customer Experience Manager here.

For what projects/services did your company hire Helpware?

Our Customer Support Team needed Helpware's assistance with providing customer support to our geographically diverse customers.

How did you select this vendor and what were the deciding factors?

We wanted a team that was agile, responsive and that could cover a lot of geographical territory.

Describe the project in detail and walk through the stages of the project.

Helpware was onboarded and the first agent we brought onto the project eventually was able to answer calls and from there on we increased the number of agents to allow for increased coverage of time zones.

How many resources from the vendor's team worked with you, and what were their positions?

We worked directly with the account manager, and with several team leads. I always feel highly supported by the team leads and I really appreciate their attentiveness.

Can you share any outcomes from the project that demonstrate progress or success?

The first agent hired with our account was able to answer and respond to a high volume of calls every week. He came into his own as an agent and was able to take ownership of every call and every case he encountered. His knowledge of our product and his interpersonal skills have made him a huge asset to our team as we can trust him with responding to our customers while we focus on equally high priority tasks.

How effective was the workflow between your team and theirs?

It felt like there was very little divide between our teams. There was limited to zero bureaucracy when it came to implementing changes, which was extremely beneficial to us because we as a team need to move fast and having a simple but effective work flow made all the difference.

What did you find most impressive or unique about this company?

Their friendless and composure regardless of what situation we were dealing with was always very welcome. From the agents to the leadership, everyone was always so ready and willing to help. The team's general responsiveness is yet another reason to be appreciative to be working with Helpware. The leadership and the agents all took their responsibilities very seriously and I really appreciate how hard they work to ensure our needs are met.

Are there any areas for improvement or something they could have done differently?

It might have been useful to have the team leads more involved in onboarding and trainnig.

Please describe your company and your position there.

I'm the owner and creative director of a graphic design firm and online shop for our stationery products.

For what projects/services did your company hire Helpware?

I needed design and production assistance for my design firm projects as well as a strong social media plan for my online shop.

What were your goals for this project?

My goals were to create a social media strategy to increase awareness and engagement, growing followers in the near term.

How did you select Helpware?

After downsizing our staff due to COVID, I looked to Helpware as a support to take on overflow client work, such as design production tasks. I had learned of Helpware through a client that raved about their digital offerings. After working with them for a short time, I soon widened my use of their expertise to social media and then shifted their focus to supporting my online shop.

Describe the scope of their work in detail.

The Helpware team researched the best hashtags and content practices for our company posts, assisting with daily posting and creating visual assets, like product mock ups and icons that fit within my brand guidelines. They also have advised me on improving my shop website to optimize it for attracting more sales and adding a blog.

What was the team composition?

I have a team leader whom I meet with weekly and she pulls in her team members who have expertise in specific tasks, such as website optimization and development, graphic design, illustration, and video creation.

Can you share any outcomes from the project that demonstrate progress or success?

My social media presence has increased significantly, adding followers and interactions with them. The overall look of the Instagram feed is strategic and attractive now. They also added a Pinterest presence.

How effective was the workflow between your team and theirs?

We work on Slack and through Zoom to communicate. It's easy and effective. They listen to my ideas and research ways to address them. The regularity of our communication motivates me to provide them with tasks and feedback to keep internal projects moving.

What did you find most impressive about this company?

They seem to have a resource for any skill I need.

Are there any areas for improvement?

At times there's a misunderstanding of my task request. I have to explain more completely using visuals in the Slack channel to get the project done. However, that's the nature of online interactions and would be an issue with any team during these times of working from home. They are always open to my feedback and quick to respond.

Please describe your company and your position there.

I am a Senior Customer Success Representative and I work for SquadLocker, INC. SL is an online store platform for folks to create stores and sell sports apparel.

For what projects/services did your company hire Helpware?

We hired Helpware to outsource employees for our Customer Service Teams (Customer Experience and Customer Onboarding)

What were your goals for this project?

Our goal was to free up our in-house staff from online queues (chats, emails, and phone calls) And have Hellpware folks take over.

How did you select Helpware?

We were using Helpware by the time I came on.

Describe the project in detail.

We have coverage 7 days a week (Mon-Sun 11am-8pm ). We have reps taking calls 10am-4pm). We have chats open 8:30am-8pm) and Helpware assists us on those channels 11am -8pm

What was the team composition?

We have rotating staff 7 days a week. Helpware enables us to have chat hours as late as 8pm to accommodate west coast users. Being able to provide 24/7 service through our chat channel (most popular and used) has made a huge inpact.

Can you share any outcomes from the project that demonstrate progress or success?

Having Helpware saves us a lot of time. We do not have to use internal resources to train new HW representatives as HW does that part on their end. That is a huge time saver. They have also been very accomodating to feedback to improve communication across all teams.

How effective was the workflow between your team and theirs?

We connect with Helpware leaders by weekly. However, we communicate with Mexico and Kiev teams daily.

What did you find most impressive about this company?

The turnaround time to make changes. When we needed a schedule adjusted, they are very quick to make the change in a way that benefits everyone and causes no disruptions

Are there any areas for improvement?

Honestly, I feel like working with Yehor and Sergio has been a breeze. We tried out Helpware's resources out of Mexico and have learned so much.

Please describe your company and your position there.

Our team is on a mission to help communities reopen responsibly during the COVID-19 pandemic without compromising privacy.

For what projects/services did your company hire Helpware?

Primary Customer Support Services.

What were your goals for this project?

Establish a Tier 1-3 Customer Support Program that supports users and provides quick feedback to our company.

How did you select Helpware?

We reviewed several 3rd Party BPO options using an RFP format. Helpware was 1 of 2 of the finalists before we selected Helpware as the partner of choice.

Describe the project in detail.

With our app, anonymously check symptoms and receive clear guidance for you. Feel confident that the places you need to go are accessible to you and follow public health guidelines. Generate a pass to get in quickly without sharing personal health data. The app is designed to help communities reopen responsibly.

What was the team composition?

Our company is a volunteer Non-Profit Startup with about 20 Full Time Volunteers and a large handful of part time volunteers.

Can you share any outcomes from the project that demonstrate progress or success?

With Helpware's support we've established live Tier 1 Customer Support across email and chat channels. We've been constantly improving the Support Model since the project inception.

How effective was the workflow between your team and theirs?

At the beginning the clarity of roles and communication was low but overtime we found a good working model with the Helpware Team.

What did you find most impressive about this company?

Helpware has a great track record of working with startups and they were willing to take a risk on a small Non-Profit startup.

Are there any areas for improvement?

Helpware bills for the following months estimated charges to improve its cash position. For small startups that are cash reliant this can be a challenge.

Please describe your company and your position there.

Statecraft simulations leverages technology to help demonstrate course concepts, achieve an engaged classroom, and save time using the most innovative and effective digital political science teaching tools in the world. With Statecraft Simulations your class is transformed into an immersive, unforgettable learning experience!

For what projects/services did your company hire Helpware?

Customer support for students utilizing our software

What were your goals for this project?

To have fast and helpful support to ensure that students and instructors were gaining the optimum experience.

How did you select Helpware?

Found them in a web search and they seemed highly recommended.

Describe the project in detail.

Supporting students as they navigate our simulation software offering technical help, gameplay advice, and strategy recommendations and tips.

What was the team composition?

5 day a week staff with backup answering emails 12 hours a day.

Can you share any outcomes from the project that demonstrate progress or success?

Team quickly learned the system, built a solid support ticket plan, and was proactive and super helpful how they answered tickets and made themselves available.

How effective was the workflow between your team and theirs?

Very effective. Very well planned onboarding plan and sessions designed to clearly communicate and get everyone on the same page.

What did you find most impressive about this company?

They are experts in customer support. They try to take our system for supporting our customers to the next level.

Are there any areas for improvement?

I have not worked with them long enough to find any, but for now I am super pleased with my experience.

Please describe your company and your position there.

Our company develops and delivers an online cloud-based software products to a large individual and corporate user base

For what projects/services did your company hire Helpware?

We hired Helpware to manage our customer support pipeline. In addition, we also contracted our customer billing and subscription services (Back office administration) to Helpware

What were your goals for this project?

• To establish better communication channels with our customers
• To improve overall customer satisfaction
• To improve the efficiency of our subscription/billing support pipeline

How did you select this vendor?

We started this process with a simple search on the internet and made a list of companies. We contacted each of the companies and interviewed our five favorites. The client satisfaction history was a major factor for us

Helpware had a fantastic record of successful projects so we engaged them on a trial basis. They did not disappoint so we continued to expand the contract.

Describe the project in detail.

We have live chat and email coverage 5 days a week. Helpware manages all emails and chat messages related to billing and technical issues. Novel or difficult technical issues are escalated to our development team.

What was the team composition?

We have 2-3 agents that rotate based on availability. We have managers for training and quality assurance, which helps us to maintain a great standard of support

Can you share any outcomes from the project that demonstrate progress or success?

Our customer satisfaction scores continue to increase month-on-month

How effective was the workflow between your team and theirs?

Really good. We have bi-weekly meetings where we discuss any issues with the support pipelines. The Helpware team maintains a constant connection with myself and my team through Slack

What did you find most impressive about this company?

Their commitment to client and customer (our customers) satisfaction. Their impressive track record of organization stands out.

Are there any areas for improvement?

-

Please describe your company and your position there.

I manage all the departments of an online rental company.

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.

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.

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.

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. 

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.

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.

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.