# Helpware Reviews **Vendor:** Helpware **Category:** [Contact Center Outsourcing Service Providers](https://www.g2.com/categories/contact-center-outsourcing-services) **Average Rating:** 4.9/5.0 **Total Reviews:** 30 ## About Helpware 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. ## Helpware Reviews ### 1. Excellent Attention to detail **Rating:** 5.0/5.0 stars **Reviewed by:** Brian L. | Small-Business (50 or fewer emp.) **Reviewed Date:** July 01, 2025 **What do you like best about Helpware?** I love their attention to detail and them helping me get organized in by every day business matters. They are also available to help when I need them and they are very professional. **What do you dislike about Helpware?** So far, I have not had any issues with Helpware and I would highly recommend their services to anyone. Great company! **What problems is Helpware solving and how is that benefiting you?** Helpware is solving my problem of handling every day tasks for my business. I have used their virtual assistant program for the past few years and it has been a wonderful experience. ### 2. Streamlined Excellence: A Review of Helpware **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** February 19, 2024 **What do you like best about Helpware?** What makes Helpware different is its dedication to client satisfaction. They prioritise open communication channels, actively seek feedback and continuously refine their services. Their client-specific approach fosters long-term partnerships. From the very beginning, they illustrated a solid understanding of our needs, tailored solutions and continue to do so to perfectly align with our organisation's objectives. **What do you dislike about Helpware?** Nothing comes to mind but there's always room for improvement! **What problems is Helpware solving and how is that benefiting you?** Helpware is great in assisting our company with providing our customers an outstanding service. ### 3. A great partner to have! **Rating:** 5.0/5.0 stars **Reviewed by:** Nadia F. | C, Mid-Market (51-1000 emp.) **Reviewed Date:** May 02, 2023 **What do you like best about Helpware?** The team is amazing. Every individual that I've worked with has been an amazing partner. Helpware really has our needs in mind. **What do you dislike about Helpware?** Nothing so far we work closely with their team and stay in communication constantly. We have no complaints! **What problems is Helpware solving and how is that benefiting you?** Helpware provides my organization with bilingual customer support associates. We have the flexibility we need to perform well during high and low seasons. ### 4. Great, Affordable Staffing Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 25, 2022 **What do you like best about Helpware?** Helpware allows you to be as hands-off as you'd like. Helpware management recruits and trains new personnel, monitors attendance, tracks and rewards performance metrics, fixes computer issues, and does regular engagement activities to ensure an active workforce. They take care of their personnel in the unlikely event of a local emergency. **What do you dislike about Helpware?** After a year or so, we started hearing talk of team members planning to leave us/Helpware. While Helpware management worked with the individuals to keep them as long as possible, you can only keep people at an agency for so long. Their computers could also be better. **Recommendations to others considering Helpware:** A great solution to reduce staffing costs, especially for your front line. Plan for turnover and you will be in a good spot. **What problems is Helpware solving and how is that benefiting you?** Helpware helps us staff and manage personnel abroad - this frees up our time and budget, allowing us to focus those resources on higher business priorities. ### 5. Helpware has been a great partner! **Rating:** 5.0/5.0 stars **Reviewed by:** Cameron R. | Manager, Vendor Operations, Enterprise (> 1000 emp.) **Reviewed Date:** September 29, 2022 **What do you like best about Helpware?** Helpware is excellent at being a flexible partner for rapidly growing businesses. **What do you dislike about Helpware?** The only minor thing is that their location options are limited compared to some of the massive BPOs in the space. They're growing fast, though! **What problems is Helpware solving and how is that benefiting you?** Helpware has been a great partner for anyone looking for a small to mid-side BPO with multiple locations around the globe. I have appreciated their transparency and adaptability in working with us as we scale our operations. They have a strong leadership team that proactively asks for feedback to improve constantly. ### 6. Helpware Review **Rating:** 4.5/5.0 stars **Reviewed by:** Karina L. | Social Media Editor, Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2022 **Describe the project or task Helpware helped with:** Helpware is a BPO that works with various and different companies all around the globe. **What do you like best about Helpware?** It's a really nice company, they provide customer service, training, quality assurance, sales, within other services for their clients. There a lot of growth opportunities for their employees. **What do you dislike about Helpware?** Since it's a new company in Mexico, they don't offer as many law benefits for their employees as other companies do. They've been working on implementing more benefits which is good. **Recommendations to others considering Helpware:** It's an amazing company to work for! **What problems is Helpware solving and how is that benefiting you?** I've grown a lot personally and professionally. I've been promoted three times in two years of being part of the company and I'm really happy with the career path I've built. ### 7. Great team to work with **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Media Production | Small-Business (50 or fewer emp.) **Reviewed Date:** September 20, 2022 **What do you like best about Helpware?** The team at Helpware is not only great to work with, but they partner with us in coaching our resources which helps us ensure excellence across all of our initiatives. **What do you dislike about Helpware?** Differing time zones can be challenging, however, Helpware does a great job of working with our schedules. **Recommendations to others considering Helpware:** I cannot recommend Helpware enough. They are prompt, thorough, and a joy to work with. **What problems is Helpware solving and how is that benefiting you?** The team at Helpware helps us with our Marketing Operations and have proven themselves to be an extension of our business. ### 8. Professional, communicative and impressive! **Rating:** 5.0/5.0 stars **Reviewed by:** Steve Z. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 23, 2020 **Describe the project or task Helpware helped with:** I contacted Helpware to start and manage my customer support team from scratch. **What do you like best about Helpware?** Professional, experienced, scales great with my business **What do you dislike about Helpware?** Nothing, they handle everything and scale with my business **Recommendations to others considering Helpware:** Helpware was perfect for our growing business, they took care of customer service and allowed us to focus on growing our business while instilloing the confidence and trust that customer service is in good hands. **What problems is Helpware solving and how is that benefiting you?** Helpware is solving my customer support problems and started the team from scratch and scaled from the low volume. They were professional and communicative from the initial sales call to the onboarding, training and now through continuous improvement process. They made solving customer service easy and a non-issue for my business. ### 9. Helpware becomes an integral part of the team **Rating:** 5.0/5.0 stars **Reviewed by:** Joe J. | CEO **Reviewed Date:** September 14, 2022 **What do you like best about Helpware?** Understand my business and customer needs **What do you dislike about Helpware?** Not much, very communicate and collaborative **What problems is Helpware solving and how is that benefiting you?** Making sure my customers are heard and helped each quarter ### 10. Helpware is amazing **Rating:** 5.0/5.0 stars **Reviewed by:** Brian L. | Co-Founder/Director of Sales & Leasing, Small-Business (50 or fewer emp.) **Reviewed Date:** May 21, 2022 **What do you like best about Helpware?** I have been using Helpware services for the last two years and they have been a tremendous help in growing my business. They are the best in the business and I would highly recommend them. **What do you dislike about Helpware?** It would be nice if the agents could make outgoing calls on our behalf without paying for a phone service. **What problems is Helpware solving and how is that benefiting you?** The benefits have been endless. Helpware has taken a lot of every day tasks off my plate, which has helped me be more efficient. ### 11. The Virginia Rent Relief Program **Rating:** 5.0/5.0 stars **Reviewed by:** Chris N. | Mentor, Small-Business (50 or fewer emp.) **Reviewed Date:** June 06, 2022 **What do you like best about Helpware?** Helpware consistently exceeded expectations at a time when we needed it most. **What do you dislike about Helpware?** No downsides working with this team, nice work. **What problems is Helpware solving and how is that benefiting you?** Our team built the front and back end but needed scalable resources to assist the public on phones, e-mail, and via our administrative application. At our peak, we needed 500 agents per day. Helpware delivered 500 agents per day and other targets to catalyze success. ### 12. Amazing Work. Amazing Team. **Rating:** 5.0/5.0 stars **Reviewed by:** Scott D. | VIP Contributor, Small-Business (50 or fewer emp.) **Reviewed Date:** June 30, 2020 **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. **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. **What do you dislike about Helpware?** It would be great if they were all here in Southern California :) **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. **What problems is Helpware solving and how is that benefiting you?** All my branding and digital media needs are being addressed. ### 13. Proactive | Enthusiastic | Effective **Rating:** 5.0/5.0 stars **Reviewed by:** Lauren B. | Customer Experience Manager, Chowbotics, Mid-Market (51-1000 emp.) **Reviewed Date:** August 13, 2021 **Describe the project or task Helpware helped with:** Customer support solution **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. **What do you dislike about Helpware?** I was extremely pleased with Helpware and I believe they offer a very strong solution. **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. ### 14. A+ Customer Support **Rating:** 5.0/5.0 stars **Reviewed by:** Noah M. | GM - ECommerce, Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2021 **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. **What do you like best about Helpware?** Helpware is highly adaptable, efficient, customer-focused, and fun to work with. **What do you dislike about Helpware?** There was nothing to dislike about Helpware. **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. ### 15. Helpware delivered on their promise and made a positive impact on our business **Rating:** 5.0/5.0 stars **Reviewed by:** Jeff S. | Head of Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** May 11, 2021 **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. **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. **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. ### 16. Incredible service from a friendly and receptive team **Rating:** 5.0/5.0 stars **Reviewed by:** Colleen C. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** February 25, 2021 **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. **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. **What do you dislike about Helpware?** I do not have anything to note here, as I think the support is superb. **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. **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. ### 17. Use Helpware to address customers, agents, and brokers tickets. **Rating:** 5.0/5.0 stars **Reviewed by:** Darrell W. | Chief Financial Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** February 20, 2021 **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. **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. **What do you dislike about Helpware?** There is nothing that I dislike about Helpware. **What problems is Helpware solving and how is that benefiting you?** Not having to hire employees to address the critical function of customer service. Helpware is the face of our business and they have performed exceptionally. ### 18. Stop looking for a traditional BPO and start working with the new gold-star standard - Helpware! **Rating:** 5.0/5.0 stars **Reviewed by:** Elizabeth P. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 05, 2020 **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. **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. **What do you dislike about Helpware?** We do not have any criticisms of the relationship at this time. **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. ### 19. Helpware Can Do Attitude - Collaborators extraordinaire. **Rating:** 5.0/5.0 stars **Reviewed by:** Anne C. | Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** October 30, 2020 **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. **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. **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. **What problems is Helpware solving and how is that benefiting you?** Manual QA, live support, Intercom integration and application, ### 20. Awesome Services! **Rating:** 5.0/5.0 stars **Reviewed by:** Tetiana P. | Research Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2021 **Describe the project or task Helpware helped with:** Helpware helped with Onboarding **What do you like best about Helpware?** Efficiency and communication are on an exceptional level **What do you dislike about Helpware?** See no disadvantages to using Helpware's services **What problems is Helpware solving and how is that benefiting you?** Staffing became easier ### 21. Fantastic Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Printing | Mid-Market (51-1000 emp.) **Reviewed Date:** December 17, 2020 **Describe the project or task Helpware helped with:** Helpware supplies my team with Customer Service Representatives for email, chat, and phone support. **What do you like best about Helpware?** Our representatives have been eager to learn and the support from Yehor and Sergio has been top-notch while we navigate some changes to our processes. **What do you dislike about Helpware?** Remote training can be difficult and time-consuming, though the HW team has helped to make the process as easy as possible. **What problems is Helpware solving and how is that benefiting you?** Having Helpware agents tackling our first contacts means that our tenured internal team has the ability to come off live queues and build internal systems and processes. They set us up for success! ### 22. Helpware truly cares about their customers! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** September 04, 2020 **Describe the project or task Helpware helped with:** Helpware assisted us in our marketing implementations. **What do you like best about Helpware?** My favorite thing about working with Helpware is the people. Each person that I have interacted with has been patient, understanding, and eager to improve. Even though we work in different time zones, they are extremely responsive and dedicated. **What do you dislike about Helpware?** I have no negative takeaways of my interactions with Helpware. **Recommendations to others considering Helpware:** Give them clear expectations on what you are hoping to achieve and they will work with you to find the best means to reach those expectations. **What problems is Helpware solving and how is that benefiting you?** Helpware has very versatile staffing capabilities. They are willing to adjust to your needs. The biggest benefit that I have realized is their management team. They have multiple channels available to you for support and are very well organized. ### 23. Top Tier! **Rating:** 5.0/5.0 stars **Reviewed by:** Noah M. | Percussionist and Music Director, Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2020 **Describe the project or task Helpware helped with:** We hired Helpware to handle the bulk of our customer support and hospitality. **What do you like best about Helpware?** Helpware's customer culture is inspiring. They also aligned with our hospitality philosophies and have adapted well to the needs of our business. **What do you dislike about Helpware?** I do not dislike anything about Helpware. **What problems is Helpware solving and how is that benefiting you?** We are now able to offer support 7 days a week and resolve tickets quicker than ever. I am now able to focus more on business strategy and growth. ### 24. Simply, they help run our business. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2020 **Describe the project or task Helpware helped with:** Helpware is an integrated part of our daily operations, including customer service and setup / implementation / support. We ask, they deliver. Consistently, with quality. **What do you like best about Helpware?** Helpware always delivers quality candidates to us. In the rare case a team member doesn't work out, we are backfilled quickly with a high-quality. Once trained as part of our team, we - and our customers - see them as part of the business, because they are. The work as part of our team, no just an enhancement. **What do you dislike about Helpware?** We don't have complaints. "They just work." **Recommendations to others considering Helpware:** We started small with Helpware, you can do the same. As our needs grew, Helpware continued to add to our overall team size anonymously. Provide continual feedback, as you would with your own internal teams, and they will continue to impress. **What problems is Helpware solving and how is that benefiting you?** Staff augmentation. Quality of work, value of output. ### 25. Helpware is a True Extension of our Org! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Online Media | Small-Business (50 or fewer emp.) **Reviewed Date:** April 10, 2020 **Describe the project or task Helpware helped with:** Helpware has helped us with a number of ongoing projects for years. They assisted with tasks ranging from data quality to creative project execution. **What do you like best about Helpware?** Helpware is communicative and has a great team. Their resources have wowed us year after year and continue to be an integral part of our task execution processes. **What do you dislike about Helpware?** We have not encountered any "dislikes". They are flexible and always eager to help. **What problems is Helpware solving and how is that benefiting you?** Helpware has helped us to fulfill many repeatable tasks with a human touch, allowing our internal resources to focus on more strategic projects. ### 26. Helpware is fantastic! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2020 **Describe the project or task Helpware helped with:** As someone who constantly used freelancers to build my business having someone to help hire, retain, manage, and optimize it all in one channel has been a game-changer for us from a business development standpoint. We love working with our Helpware team! **What do you like best about Helpware?** The professionalism of the team and their proactiveness in working with us. **What do you dislike about Helpware?** None that I can think of everything has been great. **What problems is Helpware solving and how is that benefiting you?** Business development help! ### 27. They have been super helpful across few aspects of our business! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** April 09, 2020 **Describe the project or task Helpware helped with:** Tradeshow and Event Management **What do you like best about Helpware?** I love how available their team is for me everyday and are ready to take on a new task whenever I have it for them. **What do you dislike about Helpware?** I can't say I can think of anything! Everything has been great! **Recommendations to others considering Helpware:** Keep up the great work! **What problems is Helpware solving and how is that benefiting you?** Hotel and flight booking and order confirmations. ### 28. Helpware understands our business **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** October 01, 2019 **Describe the project or task Helpware helped with:** Helpware serves as an overflow for our customer service team. **What do you like best about Helpware?** They worked hard to learn our business and our staff, they are reliable and intelligent. **What do you dislike about Helpware?** There was a small language barrier to begin with but that was resolved rather quickly. **What problems is Helpware solving and how is that benefiting you?** Ability to flex our staffing needs and cover off hours and holidays ### 29. Customer Support Manager **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** October 04, 2019 **Describe the project or task Helpware helped with:** Helpware helped staff our international employees **What do you like best about Helpware?** Helpware has been super helpful and is always available. **What do you dislike about Helpware?** Communication can always bee tricky across many different languages. **What problems is Helpware solving and how is that benefiting you?** No problems, Helpware has been a huge Benefit to our company. ### 30. What a great experience and service! **Rating:** 5.0/5.0 stars **Reviewed by:** Sara S. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** October 08, 2018 **Describe the project or task Helpware helped with:** We hired Helpware to assist us with customer support. **What do you like best about Helpware?** The Helpware team is very organized and provides a program that is structured and one that has goals and KPIs identified upfront. Onboarding was a breeze. They led us through their process of getting our team of agents trained up and certified on our processes. They documented our processes and each agent had to become "certified" on our business before they could start working for us. Once they jumped in, they were able to hit the ground running. Within 30 days, Helpware was beating our in-house team's performance by 20% of their daily output. Our CSAT scores went up as well. I can't speak highly enough about the Helpware team. They are incredible from their senior management down to the agent level. **What do you dislike about Helpware?** I wish we did this sooner. There wasn't anything I disliked about working with Helpware. We continue to work with them to this day. **Recommendations to others considering Helpware:** Do not hesitate - the Helpware team is outstanding! ## Helpware Discussions - [What is Helpware used for?](https://www.g2.com/discussions/what-is-helpware-used-for) - [View Helpware pricing details and edition comparison](https://www.g2.com/products/helpware/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-13+09%3A09%3A09+-0500&secure%5Bsession_id%5D=88af730b-1614-49f3-b2fc-ee3d40a97aea&secure%5Btoken%5D=aee362902233dbdb8eff5bb59a255105f1a74f141d9452045a5c6bb9ddc58da2&format=llm_user) ## Helpware Features **Planning** - Needs Assessment - Resource Allocation - Stayed within Budget - Statement of Work - Best Practices **Delivery** - Technical Expertise - Met Deadlines - Meeting Management - Project Updates - Scope Management - Roll-out **Support** - Go Live Support - Documentation - Training - Metrics - Admin Services **Team Quality** - Change Management Skills - Executive Presence - Vertical Expertise - Technology Partnerships ## Top Helpware Alternatives - [Peak Support](https://www.g2.com/products/peak-support/reviews) - 4.8/5.0 (39 reviews) - [Coastal](https://www.g2.com/products/coastal/reviews) - 5.0/5.0 (183 reviews) - [Upshift](https://www.g2.com/products/upshift/reviews) - 4.7/5.0 (82 reviews)