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Helpware

5.0 (9)
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Real Estate 3 reviewers
33%
PROJECT COST
$10K+per project5 reviewers | 56%

RETAINER COST
$2K - $5Kper month3 reviewers | 33%
Elizabeth Pearson avatar
Elizabeth PearsonSr. Operations Strategist
Overall Rating
5.0
Communication
5.0
Responsiveness
5.0
Accuracy of Timeline
Not rated
Expertise
5.0
Value for Money
5.0
Accuracy of Cost Estimates
Not rated

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. 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.April 16, 2022

https://www.helpware.com

Lexington, KY

Founded 2015

101-250 Employees


Helpware is a global digital agency with regional and local offices that focuses on building customer experiences through back office support and customer service.

Helpware is a global digital agency that focuses on providing great customer service for clients in today’s hyper-competitive environment. Helpware specializes in crafting digital experiences using enterprise software and back-office support for top brands in multiple industries, notably Ecommerce and Software as a Service (SaaS). Founded in 2015, Helpware takes a modernized approach to outsourcing by changing the perceptions of what outsourcing is through its multi-cultured and geographically dispersed workforce.

Expertise

Industries Served
Finance & Accounting | Retail, Consumer Goods & Services | Government | Hospitality, Dining, Event & Travel | IT & Software Development | Professional Services

Costs

Project CostProjects Starting at:
$5K each
5 reviewers reported project cost for this provider
Less than $1K
$1K - $2.5K
$2.5K - $5K
$5K - $10K
$10K+
56%
No cost reported
44%
Retainer CostRetainers Starting at:
$5K monthly
7 reviewers reported retainer cost for this provider
$250 - $500
$500 - $1K
$1K - $2K
11%
$2K - $5K
33%
$5K+
33%
No cost reported
22%

Helpware Reviews

Overall Rating

5.0

9 Reviews

Expertise
5.0
Value for Money
5.0
Accuracy of Cost Estimates
Not rated
Communication
5.0
Responsiveness
5.0
Accuracy of Timeline
Not rated

9 reviews

Elizabeth Pearson avatar
Elizabeth Pearson
Sr. Operations Strategist
Non-Profit Organization Management, Unspecified

Overall Rating
5.0
Reviewer Source
Source: UpCity
April 16, 2022
Frequency: Ongoing Service
Cost Per Project: $10,000+
Retainer: $2,000-$5,000 monthly
Overall Experience: 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. 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.
Other Contributing Factors: Location, Specific Service Offering, Portfolio, Cost
Chris Newton avatar
Chris Newton
Project Manager
Government Administration, Unspecified

Overall Rating
5.0
Reviewer Source
Source: UpCity
October 25, 2022
Frequency: Single Project
Cost Per Project: $10,000+
Retainer: $5,000+ monthly
Overall Experience: Helpware consistently exceeded expectations at a time when we needed it most. The Virginia Rent Relief Program (RRP) was created to provide temporary emergency rental assistance to ensure stable housing during the COVID-19 pandemic and was primarily funded by federal stimulus grants through the U.S. Department of Treasury. 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. Helpware provided skill and experience to scale support with results that exceeded objectives. I was impressed with the team culture that enabled strong communication from executive level through the organization to the front-line agents (training, line management, quality, etc). We have worked with different call centers over the years and Helpware stands above the competition. I look forward to our next opportunity to work with the team at Helpware.
Other Contributing Factors: Reputation, Variety Of Services Offered, Technical Expertise
Darrell West avatar
Darrell West
CFO/Owner
Real Estate, Unspecified

Overall Rating
5.0
Reviewer Source
Source: UpCity
October 25, 2022
Frequency: Ongoing Service
Cost Per Project: $10,000+
Retainer: $5,000+ monthly
Overall Experience: We are a tech startup that has a very complex platform which requires technical expertise and top-tier support. Helpware's personable, consultative-style approach to building relationships made the process of securing and training agents on our complex curriculum effortless. The Helpware team comprised of supervisors and agents provide first class service with a personable nature. Helpware provides weekly feedback in the form of management calls that allows us to critique every aspect of their performance. In addition to the excellent results, they are always looking to improve and are very receptive to client suggestions. This is a first class operation that is worth every dollar spent. I highly recommend Helpware to any business that is looking for a white glove solution.
Other Contributing Factors: Specific Service Offering, Reputation, Variety Of Services Offered
Noah McKeown avatar
Noah McKeown
GM - ECommerce
Retail, Unspecified

Overall Rating
5.0
Reviewer Source
Source: UpCity
April 16, 2022
Frequency: Ongoing Service
Cost Per Project: Unspecified
Retainer: $2,000-$5,000 monthly
Overall Experience: Helpware never ceased to amaze with its attention to detail, propensity toward action, and empathetic customer support. Their team of driven and innovative individuals took our customer support to the next level and made Go Get Em Tiger more accessible than ever before.
Other Contributing Factors: Cost, Technical Expertise, Reputation, Portfolio
Joe Jaeger avatar
Joe Jaeger
CEO
Education Management, Unspecified

Overall Rating
5.0
Reviewer Source
Source: UpCity
October 25, 2022
Frequency: Ongoing Service
Cost Per Project: Unspecified
Retainer: $2,000-$5,000 monthly
Overall Experience: Outstanding responsiveness, coordinates and connects with the business team and works tirelessly to empathize with and understand customer needs
Other Contributing Factors: Cost, Reputation, Portfolio, Technical Expertise
Brian Lubeck avatar
Brian Lubeck
Owner
Real Estate, Unspecified

Overall Rating
5.0
Reviewer Source
Source: UpCity
October 26, 2022
Frequency: Ongoing Service
Cost Per Project: Confidential
Retainer: $1,000-$2,000 monthly
Overall Experience: It has been a pleasure working with Helpware, they have really taken a lot of the day to day tasks off my plate. Their customer service and support are excellent. They have really helped me grow my business.
Other Contributing Factors: Industry Focus, Variety Of Services Offered, Reputation
Lauren Bundy avatar
Lauren Bundy
Customer Experience Manager
Food & Beverages, Unspecified

Overall Rating
5.0
Reviewer Source
Source: UpCity
April 16, 2022
Frequency: Ongoing Service
Cost Per Project: Confidential
Retainer: Confidential
Overall Experience: The Helpware team is enthusiastic, contentious and action-oriented. They are 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.
Tad Michael
President
Hospital & Health Care, 51-200 employees

Overall Rating
5.0
Reviewer Source
Source: UpCity
October 25, 2022
Frequency: Ongoing Service
Cost Per Project: $10,000+
Retainer: $5,000+ monthly
Overall Experience: Helpware has been a great partner for our company over the past 2+ years. Very pleased with the results of their team and responsiveness to our business needs as they change over time.
Other Contributing Factors: Cost, Location, Industry Focus
Nick Mannella
CEO
Real Estate, Unspecified

Overall Rating
5.0
Reviewer Source
Source: UpCity
October 24, 2022
Frequency: Ongoing Service
Cost Per Project: $10,000+
Overall Experience: Flexible BPO that has 16 global locations.
Other Contributing Factors: Variety Of Services Offered, Location, Cost

Media


Locations

Headquarters:
Lexington, KY
US U.S. Locations (3)
  • San Francisco
  • Harrodsburg
  • Martinsville