Helpware, 45 Reviews, Address, Data & More

Amazing Customer Experiences. Together.

Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us.

Min project size
$5,000+
Hourly rate
< $25 / hr
Employees
1,000 - 9,999
Locations
Lexington, KY
Year founded
Founded 2015
Languages
Timezones

ACT: Australia Central Time (ACT)

AGT: Argentina Standard Time (AGT)

AKST: Alaska Standard Time (AKST)

ART: (Arabic) Egypt Standard Time (ART)

AET: Australia Eastern Time (AET)

BST: Bangladesh Standard Time (BST)

BET: Brazil Eastern Time (BET)

CAT: Central African Time (CAT)

CET: Central European Time (CET)

CNT: Canada Newfoundland Time (CNT)

CST: Central Standard Time (CST)

CTT: China Taiwan Time (CTT)

EAT: Eastern African Time (EAT)

EST: Eastern Standard Time (EST)

EET: Eastern European Time (EET)

GMT: Greenwich Mean Time (GMT)

HST: Hawaii Standard Time (HST)

IET: Indiana Eastern Standard Time (IET)

IST: India Standard Time (IST)

JST: Japan Standard Time (JST)

MET: Middle East Time (MET)

MIT: Midway Islands Time (MIT)

MST: Mountain Standard Time (MST)

NET: Near East Time (NET)

NST: New Zealand Standard Time (NST)

PNT: Phoenix Standard Time (PNT)

PRT: Puerto Rico and US Virgin Islands Time (PRT)

PST: Pacific Standard Time (PST)

PLT: Pakistan Lahore Time (PLT)

SST: Solomon Standard Time (SST)

UTC: Universal Coordinated Time (UTC)

VST: Vietnam Standard Time (VST)

No have been added yet...

Pricing Snapshot

Min. project size $5,000+

Avg. hourly rate < $25 /hr

Rating for cost 4.7 /5

What Clients Have Said

Helpware offers competitive pricing and good value for cost, with monthly investments ranging from $2,400 to $18,000 depending on team size and services. Clients appreciate their flexibility and responsiveness, indicating strong cost-effectiveness relative to the quality of service provided.

This summary is based on verified Clutch reviews.

Most Common Project Size

$50,000 - $199,999 based on 33 reviews

< $10,000 $10,000 - $49,999 $50,000 - $199,999 > $200,000

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Helpware Review Insights

Overall Review Rating

4.8

Quality 4.8
Schedule 4.8
Cost 4.7
Willing to Refer 4.9

Top Mentions

Review Highlights

Clear and Transparent Reporting

The company provides clear and transparent reporting, which helps clients stay informed about project progress and outcomes. This transparency has been appreciated by many clients.
Cost-Effective Solutions

Helpware provides cost-effective solutions without compromising on quality. Clients have found their services to be of great value, particularly when compared to other vendors.
High Customer Satisfaction

Helpware has significantly improved customer satisfaction scores for several clients. They have been able to reduce response times and enhance the overall customer experience, leading to better customer retention and satisfaction.
Areas for Improvement: Language Barriers

Some clients have noted minor issues with language barriers and grammar, particularly with globally-based agents. However, these issues are often addressed through coaching and training.
Efficient Training and Onboarding

The company's training and onboarding processes are highly effective. Clients have noted that Helpware's team members quickly become proficient in their roles, which minimizes disruptions and ensures smooth project execution.
Impressive Cultural Fit

Helpware's ability to align with the client's company culture is frequently highlighted. Their team members are seen as a good cultural fit, which aids in smooth collaboration and project success.

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Helpware Reviews

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$10,000 to $49,999
Aug. 2017 - Ongoing

5.0

Quality: 5.0

Schedule: 5.0

Cost: 5.0

Willing to Refer: 5.0

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

Oct 17, 2018

Marketing Director, A4 Digital

Anonymous

Financial services
Scottsdale, Arizona
1-10 Employees
Phone Interview
Verified

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.

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.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

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.

RATINGS

5.0

"Everything is great after the initial training phase."

IT Staff Augmentation
$50,000 to $199,999
Oct. 2016 - Ongoing

5.0

Quality: 5.0

Schedule: 5.0

Cost: 5.0

Willing to Refer: 5.0

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

Oct 6, 2018

Head of Finance and Operations, EJENTO

Jane Buescher

Business services
San Francisco, California
11-50 Employees
Online Review
Verified

Helpware handles various engineer recruitment processes such as registering new companies, producing weekly reports, managing databases, and facilitating document exchanges with candidates.

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.

The client submitted this review online.

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.

RATINGS

5.0

Confidential
July 2017 - Ongoing

4.0

Quality: 4.0

Schedule: 5.0

Cost: 4.0

Willing to Refer: 4.0

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

Oct 5, 2018

Team Manager, SEO Company

Anonymous

Advertising & marketing
Lehi, Utah
201-500 Employees
Online Review
Verified

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.

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.

The client submitted this review online.

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.

RATINGS

4.0

"Helpware is great overall."

Call Center Services
$50,000 to $199,999
Oct. 2016 - Ongoing

4.0

Quality: 4.0

Schedule: 5.0

Cost: 5.0

Willing to Refer: 5.0

“They’re committed to our success.”

Oct 4, 2018

Director of Customer Care, Orchard Mile

Manuel Montes de Oca

Consumer Products
Albany, New York
11-50 Employees
Phone Interview
Verified

Helpware provides ongoing customer support for an e-commerce platform. Their customer service representatives correspond via phone, email, and live chat.

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.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

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.

RATINGS

4.0

Call Center Services
$10,000 to $49,999
Sep. 2017 - Sep. 2018

5.0

Quality: 4.5

Schedule: 4.0

Cost: 5.0

Willing to Refer: 5.0

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

Sep 28, 2018

COO, Solvere One

Ryan Roney

IT Services
Washington, District of Columbia
51-200 Employees
Phone Interview
Verified

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

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.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

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.

RATINGS

5.0

Digital Strategy Graphic Design Video Production
Confidential
Jan. 2023 - Ongoing

5.0

Quality: 5.0

Schedule: 5.0

Cost: 5.0

Willing to Refer: 5.0

"Helpware is friendly, dedicated, and willing to make as many changes as we need. It's a great partnership."

Aug 7, 2024

CEO, Hypesmith

Peggy Johnson

Healthcare
Indianapolis, Indiana
11-50 Employees
Online Review
Verified

Helpware has been hired by a healthcare marketing firm to support their marketing team with video development, graphics, and digital marketing. The team is tasked with applying backroom marketing expertise.

Helpware's work has increased the client's engagement and resulted in satisfied end customers, showcasing broad marketing skills. The team communicates via Slack, works with the client to set priorities for everyone, and implements all change requests, demonstrating friendliness and dedication.

The client submitted this review online.

BACKGROUND

Please describe your company and position.

I am the CEO of Hypesmith

Describe what your company does in a single sentence.

We are a healthcare marketing and consulting firm.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Helpware to accomplish?

Backroom marketing expertise

SOLUTION

How did you find Helpware?

Referral

Why did you select Helpware over others?

Referred to me

How many teammates from Helpware were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Over the past year we have been partnering wtih HealthHelp to support our internal marketing team with:

Video development
Graphics
Digital marketing

They make a great extension of our team and bring a broad range of marketing tech, content, and graphics talent. Their dedication to service is next level. I would highly recommend their services. They help us make our clients happy!

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Satisfied Customers
Higher Engagement!

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We use slack
We work together to set priorities for everyone project they assist us with

What was your primary form of communication with Helpware?

Virtual Meeting
Email or Messaging App

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

Helpware is friendly, dedicated, and willing to make as many changes as we need. It's a great partnership.

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

None that we see.

RATINGS

5.0

Call Center Services Customer Service Outsourcing
$50,000 to $199,999
Mar. 2019 - Ongoing

5.0

Quality: 4.5

Schedule: 4.5

Cost: 5.0

Willing to Refer: 5.0

"They are willing to customize our needs."

Dec 8, 2023

Sr. Customer Support Manager, Clothing Company

Anonymous

eCommerce
Westlake Village, California
11-50 Employees
Online Review
Verified

Helpware provides customer support to a clothing company. They provide customer service agents to strengthen the internal sales team and cater to customers.

Helpware has increased the client's handle time and cost per contact. They deliver items on time and communicate well via virtual meetings. Their willingness to adjust to the client's needs is noteworthy.

The client submitted this review online.

BACKGROUND

Please describe your company and position.

I am the Sr customer support manager of an ecommerce company

Describe what your company does in a single sentence.

Direct sales company offering women's shapewear

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Helpware to accomplish?

Customer Service agents

SOLUTION

How did you find Helpware?

Unsure

Why did you select Helpware over others?

High ratings
Pricing fit our budget
Great culture fit
Good value for cost
Company values aligned

How many teammates from Helpware were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Agents provide customer service to customer, our sales force and their customers

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

increased handle time, cost per contact

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Yes

What was your primary form of communication with Helpware?

Virtual Meeting

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

They are willing to customize our needs.

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

RATINGS

5.0

Call Center Services Customer Service Outsourcing
Confidential
October 2022

5.0

Quality: 5.0

Schedule: 5.0

Cost: 5.0

Willing to Refer: 5.0

"The management team is helpful, friendly, and professional."

Aug 21, 2023

Director Customer Success, Hotel Booking Software Co

Anonymous

Software
Nashville, Tennessee
51-200 Employees
Online Review
Verified

Helpware provided call center services for a hotel booking software company. The team implemented a 24/7 multi-lingual support center solution and provided the client with agents.

Helpware's agents understood the client's business and end customers' needs. The team led a seamless transition, met all implementation goals, and was flexible with timing. Moreover, their management team was helpful and personable, and the agents' willingness to keep learning stood out.

The client submitted this review online.

BACKGROUND

Please describe your company and position.

I am the Director Customer Success of a software company

Describe what your company does in a single sentence.

Our platform provides a simpler way to book hotels for groups.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Helpware to accomplish?

24/7 support center
Multi-lingual support center

SOLUTION

How did you find Helpware?

Online Search
Referral

Why did you select Helpware over others?

High ratings
Pricing fit our budget
Great culture fit

How many teammates from Helpware were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We needed a solution for 24/7, multi-lingual support center. Helpware provided a smooth transition and continutes to work seamlessly with our local team.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Implementation of 24/7 support with agents who understand our business and our customers' needs.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The team met all goals for implementation and was flexible when we needed to shift timing along the way.

What was your primary form of communication with Helpware?

Virtual Meeting

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

The management team is helpful, friendly, and professional. The agents are also adept at what they do and curious to learn more and more about our business.

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

The experience was honestly seamless andthey continue to be a great partner.

RATINGS

5.0

Other IT Consulting and SI
$1,000,000 to $9,999,999
Jan. 2020 - Ongoing

5.0

Quality: 5.0

Schedule: 4.5

Cost: 5.0

Willing to Refer: 5.0

"We've been impressed with their responsiveness and willingness to go above and beyond for us."

Nov 3, 2021

President, HealthTech Firm

Anonymous

Healthcare
Ohio, United States
11-50 Employees
Online Review
Verified

A health technology company has hired Helpware for their BPO and IT services. The team provides ongoing support for any urgent IT-related matters or business process challenges.

So far, the client has been pleased with the results of the engagement. Helpware leads a seamless workflow, responds in a timely manner, and goes the extra mile to meet the client's needs, paving the way for a long-term partnership.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

President of our company and we use Helpware for BPO services in healthcare and IT services.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Helpware?

We use Helpware on an ongoing basis for critical back office and IT services.

SOLUTION

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

Trust factor with a midsize company that has global scale, at the right price.

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

Helpware provides BPO services and IT services for us.

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

Our account management team at Helpware is great and very helpful in our interactions with them.

RESULTS & FEEDBACK

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

Results have been great so far, we plan to grow with Helpware.

How effective was the workflow between your team and theirs?

Excellent

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

The responsiveness and willingness to go above and beyond for us.

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

So far so good!

RATINGS

5.0

Call Center Services
Confidential
June 2020 - Ongoing

5.0

Quality: 5.0

Schedule: 5.0

Cost: 5.0

Willing to Refer: 5.0

"We were most impressed by their company culture and adaptability."

Aug 10, 2020

General Manager of E-Commerce, Go Get Em Tiger

Noah McKeown

Food & Beverages
Los Angeles, California
51-200 Employees
Online Review
Verified

Helpware ensures a customer support workforce for a food and beverage company is always available. They guarantee that all calls are being attended and support requests are cleared up immediately.

Thanks to Helpware, the company has saved an enormous amount of time since they don't handle support tickets anymore. What the client liked the most about them is their ability to grow new leads and suggest changes that can make the company more dynamic. Customers can expect a responsible team.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

I am the General Manager of E-Commerce for Go Get Em Tiger, a Los Angeles-based coffee company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Helpware?

They provide remote digital hospitality.

What were your goals for this project?

Our goal was to outsource our email, text, chat, and phone support to Helpware while offering the same expectation exceeding, high level of hospitality our customers have come to expect.

SOLUTION

How did you select this vendor?

We quantified several agencies and found that Helpware aligned with our service philosophies and company culture more than any other agency.

Describe the project in detail.

We have dedicated coverage across all channels, seven days a week during business hours, something we could not offer before. In addition to handling nearly all support tickets, our Helpware agent helps us quantify new opportunities for business growth and allows us to offer proactive hospitality rather than reactive problem-solving.

What was the team composition?

They have several dedicated teams and we get a support agent who only works on our project.

RESULTS & FEEDBACK

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

It saves me a ton of time and allows me to focus more on business strategy and project management.

How effective was the workflow between your team and theirs?

We have a weekly status meeting and they help set up a number of KPIs for the business and support agent.

What did you find most impressive about this company?

I was most impressed by their company culture and adaptability.

Are there any areas for improvement?

None.

RATINGS

5.0

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Verified Client Reviews: 44

Overall Review Rating: 4.8

Source: Clutch

Last Updated: October 25, 2024

Business Entity

Business Entity Name	Helpware Inc.
Source	Delaware Division of Corporations
Jurisdiction of Formation	Delaware
Date of Formation	November 3, 2015
Status	Active
Last Updated	March 30, 2022
ID	5867566

Credit Report Results

International Credit Risk Assessment	Moderate Risk
Source	Creditsafe
Last Updated	March 30, 2022

Learn More About The Clutch Verification Process

Locations (5)

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Helpware

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32 Timezones that we service

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Data Entry & Back Office Support for Marketing Services Company

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Office Support Resources for Hiring Company

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Staffing for Article Engagement Specialists

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Scaling Customer Support for Womens' Fashion Marketplace

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Project & Customer Support for MSP Company

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Video Dev, Graphics & Digital Mktg for Healthcare Mktg Firm

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Customer Support for Clothing Company

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Call Center Services for Hotel Booking Software Company

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BPO & IT Services for HealthTech Firm

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