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Helpware Reviews & Provider Details

Helpware stormed into the business process management and outsourcing race in 2015 with a new kind of racing strategy—and an engine powered by people, purpose, and performance. In an industry defined by purely transactional relationships, we brought a pit crew mentality: Every team member and partner is essential, and every customer fuels the win. We’ve redefined outsourcing by putting people in the driver’s seat. From Manila to Guadalajara, Berlin to Kentucky, we’ve built a connected team culture where everyone wears the same badge and performs at the same high level.

Seller

Helpware

Languages Supported

Arabic, Belarusian, Bengali, Czech, German, English, Finnish, French, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Dutch, Norwegian, Polish, Portuguese, Romanian, Spanish, Swedish, Tagalog, Thai, Ukrainian, Vietnamese, Chinese (Traditional)

Services Offered

Customer support, Technical support, Back-office support, AI Customer Experience

Locations Serviced

Australia, Belgium, France, Germany, + 10 more

Overview by

Alexei Piskunov (Marketing Project Manager | Head of Marketing | CMO | Business Developer)

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Helpware Media

Helpware Demo - Digital Customer Experience

Customers' expectations are changing — we level up the experience. CONNECT WITH CUSTOMERS WHERE THEY ARE We offer fully integrated business process outsourcing that drives brand loyalty, including call center, answering service, IT, chat, technical, and email support. CREATE EX...

We focus on transforming experience at the personalized human level by combining the right technology through integration and bringing your business workflow to life with caring, passionate people focused on the why in each interaction. EFFICIENT GROWTH AT SCALE We build customized tea...

Start-ups need to ramp quickly without sacrificing quality. Helpware provides a full suite of front and back-office solutions that can be customized to your growth goals. Our People as a Service model is built on a culture of personalization and automation — all focused on helping you expedite gr...

Helpware Demo - AI Operation / Content Control & Verification

Modern companies utilize machine learning models and AI to improve overall operational performance. We ensure that your models are using accurate data. EFFICIENT GROWTH AT SCALE Helpware’s outsourced AI operations support all human data labeling and interpretation for the latest in all...

USA Lexington, KY Mt. Sterling, KY Martinsville, VA UKRAINE Kyiv Lviv THE PHILIPPINES Manila Cebu MEXICO Guadalajara GERMANY Berlin

Ecommerce & Retail Meet your customers where they are with a personalized journey that increases their brand loyalty. SaaS & Software Exceed customer needs, expand your business opportunities, and create a strong brand in the market. HealthCare & HealthTech Drive growth...

Helpware Reviews (30)

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Chris N.

Mentor

Small-Business (50 or fewer emp.)

6/6/2022

"The Virginia Rent Relief Program"

5/5

What do you like best about Helpware?

Helpware consistently exceeded expectations at a time when we needed it most. Review collected by and hosted on G2.com.

What do you dislike about Helpware?

No downsides working with this team, nice work. Review collected by and hosted on G2.com.

Scott D.

VIP Contributor

Small-Business (50 or fewer emp.)

6/30/2020

"Amazing Work. Amazing Team."

5/5

Describe the project or task Helpware helped with:

Helpware has served as my digital agency for nearly two years. They have done everything from build websites and social channels, to create social schedules, content, and advertising campaigns. They have done SEO work for me and so much more. Review collected by and hosted on G2.com.

What do you like best about Helpware?

Their team always shows up. I have worked with overseas agencies for over 20 years and no other team has ever shown up like Helpware's. Review collected by and hosted on G2.com.

What do you dislike about Helpware?

It would be great if they were all here in Southern California :) Review collected by and hosted on G2.com.

Recommendations to others considering Helpware:

Be sure to ask about their complete scope of services. They may be able to handle more types of projects than you imagined when you began working with them. Review collected by and hosted on G2.com.

What problems is Helpware solving and how is that benefiting you?

All my branding and digital media needs are being addressed. Review collected by and hosted on G2.com.

Lauren B.

Customer Experience Manager, Chowbotics

Mid-Market (51-1000 emp.)

8/13/2021

"Proactive | Enthusiastic | Effective"

5/5

Describe the project or task Helpware helped with:

Customer support solution Review collected by and hosted on G2.com.

What do you like best about Helpware?

The Helpware team is enthusiastic, contentious, and action-oriented. The team is highly motivated to assist us in whatever form necessary, and they always help us on time and with immense enthusiasm. The agents are bright, curious and driven, and it’s been my experience that everyone on the Helpware team cares deeply about the customer’s experience. I am consistently impressed by their resilience, kindness, and caring, in addition to their bias to action, which is a DoorDash core value as well! I’m thrilled to be partnering with them, and I highly recommend Helpware as a customer support solution provider. Review collected by and hosted on G2.com.

What do you dislike about Helpware?

I was extremely pleased with Helpware and I believe they offer a very strong solution. Review collected by and hosted on G2.com.

What problems is Helpware solving and how is that benefiting you?

We have increased time zone coverage and language coverage quickly and effectively. I am pleased to report how quickly they moved and how flexible they were. Review collected by and hosted on G2.com.

Noah M.

GM - ECommerce

Mid-Market (51-1000 emp.)

9/17/2021

"A+ Customer Support"

5/5

Describe the project or task Helpware helped with:

Helpware is a collective of highly empathetic and driven individuals. Not only was our support agent, Brandon an absolute joy, he was also incredibly efficient and innovative when it came to providing complete solutions to our customers. Additionally, our client success team, led by Ricardo, was always looking to better our partnership and provided key reporting that helped us serve our customers better. Review collected by and hosted on G2.com.

What do you like best about Helpware?

Helpware is highly adaptable, efficient, customer-focused, and fun to work with. Review collected by and hosted on G2.com.

What do you dislike about Helpware?

There was nothing to dislike about Helpware. Review collected by and hosted on G2.com.

What problems is Helpware solving and how is that benefiting you?

With Helpware, we were aiming to offer 7-day support for our customers online. This included but was not limited to CRM, Website administration, customer support, and cross-functional team communication. Review collected by and hosted on G2.com.

Jeff S.

Head of Operations

Small-Business (50 or fewer emp.)

5/11/2021

"Helpware delivered on their promise and made a positive impact on our business"

5/5

What do you like best about Helpware?

We started with a single agent at the start, which is not a typical team size that most outsourcing partners will accept. Team minimums of 3-5 are more common. To support our single agent, there was an additional team of 4 who managed our agent as well as agents on other projects, a project leader, an account manager, and a quality and training specialist.

The team answered 100% of tickets beginning day 1. This was hugely impactful because it freed other employees up to focus on growth and product development. Over the duration of the partnership, our principal metric for measuring customer satisfaction (CSat) improved by 30 points, and that had a tangible impact on the growth of our business as well. They really exceeded our expectations in that regard. I can't say enough good things about Jonathan, Areli, Marcela, Sergio, and Oliver. Review collected by and hosted on G2.com.

What do you dislike about Helpware?

Like most international outsource companies, matching native US-based English grammar, idioms, and intonation is a challenge. This led to some awkward communication from time to time but nothing unmanageable. We are hugely grateful for the work Jonathan put in supporting our customers. Review collected by and hosted on G2.com.

What problems is Helpware solving and how is that benefiting you?

The team answered 100% of tickets beginning day 1. This was hugely impactful because it freed other employees up to focus on growth and product development. Over the duration of the partnership, our principal metric for measuring customer satisfaction (CSat) improved by 30 points and that had tangible impact on the growth of our business as well. They really exceeded our expectations in that regard. I can't say enough good things about Jonathan, Areli, Marcela, Sergio, and Oliver. Review collected by and hosted on G2.com.

Colleen C.

Customer Success Manager

Small-Business (50 or fewer emp.)

2/25/2021

"Incredible service from a friendly and receptive team"

5/5

Describe the project or task Helpware helped with:

Helpware has assisted DepositLink by fielding and answering 95% of all incoming support requests and providing us with weekly meetings with our account managers, detailing the agents progress and improvement. Review collected by and hosted on G2.com.

What do you like best about Helpware?

I love the agents willingness to learn and take constructive feedback. Every interaction is positive with all members of the Helpware team and they make us feel confident that support inquires are handled quickly and accurately. They are a joy to work with. Review collected by and hosted on G2.com.

What do you dislike about Helpware?

I do not have anything to note here, as I think the support is superb. Review collected by and hosted on G2.com.

Recommendations to others considering Helpware:

Helpware is a great choice, especially for smaller start ups, when it comes to handling support inquiries. They internally train all their agents, so the transition can be very smooth and fast. Our agents were trained and up and running within weeks. Review collected by and hosted on G2.com.

What problems is Helpware solving and how is that benefiting you?

They have saved our internal staff countless hours by taking over our support requests. Our internal team was previously all sharing the responsibility of responding to clients inquiries, and this has freed up our time, to focus on growing our business and converting leads into clients. Review collected by and hosted on G2.com.

Darrell W.

Chief Financial Officer

Small-Business (50 or fewer emp.)

2/20/2021

"Use Helpware to address customers, agents, and brokers tickets."

5/5

Describe the project or task Helpware helped with:

Establishing a call center to field inquiries from thousands of onboarded agents, customers and brokers. The Helpware agents have to become very familiar with our platform which is technical in nature and has a high degree of difficulty to fully comprehend. Review collected by and hosted on G2.com.

What do you like best about Helpware?

Helpware agents ability to adapt and provide excellent service. The agents work very hard to improve their understanding. Management is awesome. They really care and strive to provide an excellent customer experience. I am completely satisfied with Helpware. Review collected by and hosted on G2.com.

Elizabeth P.

Small-Business (50 or fewer emp.)

11/5/2020

"Stop looking for a traditional BPO and start working with the new gold-star standard - Helpware!"

5/5

Describe the project or task Helpware helped with:

Needed flexible, top-tier support for a fast-paced tech startup. Inbound inquiries from users varied greatly, yet Helpware quickly engaged a robust agent coverage map to man business-critical needs, spanning three timezones. Helpware's personable, consultative-style approach to building relationships made the process of securing and training agents on our complex curriculum effortless. The cadence of weekly stand-ups and business reviews were thorough yet expedient. Unlike many BPOs, Helpware does not add to the complexity of a company's support infrastructure - instead, Helpware eliminates the complexities and gives the business back critical time to focus on building. Review collected by and hosted on G2.com.

What do you like best about Helpware?

Helpware is the new BPO - the gold-star standard for the old ways of business process outsourcing. The diverse experience of project managers and VPs was extremely impressive. From retail banking to healthcare, Helpware leverages the best when it comes to leaders strategizing your support infrastructure. In addition to being qualified, each representative of the Helpware brand approaches relationships with a personable nature, second to none in the industry. The uniqueness of leaders here is what truly sets the company apart from the traditional BPO. Review collected by and hosted on G2.com.

What do you dislike about Helpware?

We do not have any criticisms of the relationship at this time. Review collected by and hosted on G2.com.

What problems is Helpware solving and how is that benefiting you?

Our start-up required solutions for varying inbound support types and required specific agent skillsets. Helpware screened candidates, partnering with us for skill-based testing materials. The benefit of working with a non-traditional BPO such as Helpware allowed us to focus on building out our product, knowing our users were in good hands. Review collected by and hosted on G2.com.

Anne C.

Operations

Small-Business (50 or fewer emp.)

10/30/2020

"Helpware Can Do Attitude - Collaborators extraordinaire."

5/5

Describe the project or task Helpware helped with:

CVKey as a Covid non-profit needed custom support service on dynamic app rollout for 20k user instant rollout. They exceeded all areas of support as a best practices BPO. CX was excellent and extremely adaptive as new challenges arose daily. Seamless integration between and among stakeholders in higher ed, tech and health care industry. Review collected by and hosted on G2.com.

What do you like best about Helpware?

Personal attention by all departments and level of management. Organizational structure seems flat in a can-do attitude, but decision makers always available and able to make real time decisions. Review collected by and hosted on G2.com.

What do you dislike about Helpware?

Nothing! From the minute a new hire came on to support our project to the quarterly business reviews, there was not a hiccup, lapse, or missed opportunity to exceed expectations. Review collected by and hosted on G2.com.

What problems is Helpware solving and how is that benefiting you?

Manual QA, live support, Intercom integration and application, Review collected by and hosted on G2.com.