Helpware CX

Profile set up by Edverise AI

Set Up By Edverise AI

Edverise AI built this profile by analyzing thousands of data points across the web. If you own this business, become an Edverise partner to manage and update your profile.

Become an Edverise Partner

Overview

$5,000+

Min Project Size

< $25/hr

Avg Hourly Rate

1000 - 9999

Employees

2015

Year Founded

ABOUT HELPWARE CX

End-to-end CX solutions that delight customers

Helpware is a business process management partner equipped with AI technology that helps both emerging and established companies enhance their agility, reliability, and resilience to succeed in today’s market. With operations in 19 key locations worldwide, we create and manage scalable customer experience (CX) systems where AI and human collaboration boosts efficiency, lowers costs, and ensures consistent high performance. With over ten years of experience in CX operations, we support our partners comprehensively from strategy and consulting to implementation, delivery, and ongoing improvement. More than 400 companies, including global leaders like Microsoft, Pfizer, Healthcomp, Google, and StubHub International, trust us to deliver significant results across various sectors such as healthcare, fintech, ecommerce, SaaS, gaming, logistics, and more. Our partners typically achieve QA scores of 95–98% within 90 days of launch, along with operational cost savings of up to 60%. Reasons Our Partners Select Us: Key Advantages.

Languages Spoken

EnglishSpanishArabicRussianPortugueseJapaneseGermanKoreanFrenchVietnameseItalianPolish+3 more

HIGHLIGHTS

$5,000+

Min Project Size

< $25/hr

Avg Hourly Rate

1000 - 9999

Employees

2015

Year Founded

Services

Focus

Industries

Clients

Services Provided

38% Support Technology Implementation (Zendesk, Intercom, Freshdesk)

12% Customer Support Outsourcing

30% Data Annotation Services

20% Content Moderation Services

About the Team

OUR STORY

Our Journey Helpware was founded in 2015 with the goal of transforming outsourcing into a more human-centered, adaptable, and performance-oriented service. Initially a small startup, we have evolved into a worldwide BPM partner with a presence in 19 locations across four continents. As we grew, we extended our services well beyond conventional customer support. Through strategic expansion and acquisitions, we enhanced our expertise in software development, digital marketing, and AI, consolidating all these services under one umbrella.

TEAM PHOTOS

Portfolio

Cybersecurity Firm Boosts CSAT to 5/5

NDA

**Client** Our client is a global cybersecurity company that specializes in identity security and access management. They safeguard the world’s largest enterprises against evolving cyber threats through privileged access controls, endpoint security, and identity solutions, serving customers in over 100 countries. **Project Overview** Initiated in April 2023 with a team of 85 engineers located in Mexico, Helpware focuses on five key areas. **Challenge** By the third quarter of 2024, the client experienced a significant decline in customer satisfaction scores, plummeting from a target of 4.5 to 2.9. The main obstacles included slow resolution times, ineffective communication, and dissatisfied customers, prompting the client to seek a reset. **Solution** We introduced Project QAstle—a new quality assurance and ticketing framework aimed at enhancing quality and performance. Our team implemented: - **QA Framework**: An organized QA program complete with guidelines, calibration sessions, and training; QA established as a performance KPI; a dedicated analyst. - **Soft Skills Training**: Engineers provided explanations for technical solutions, offered Webex callbacks, and guided users. - **Proactive Support**: Engineers assisted customers through every step to minimize back-and-forth interactions. - **Ticket Allocator Tool**: A custom tool designed to eliminate selective ticket handling, facilitate real-time ticket routing, reduce idle time by 36%, enhance load visibility, and allow for Smart Queue Management. **Results** Within just 30 days of implementation, customer satisfaction surged from 2.9 to a perfect 5 out of 5, exceeding the initial target of 4.5, and this high level of satisfaction was maintained for six months, from November 2024 to April 2025.

Healthcare Company Exceeds 5 Key Metrics

NDA

**Client Overview** Our client is a healthcare company based in the UK that focuses on medical equipment related to digestive health, pain management, and infection prevention. They operate in a highly regulated space and depend on responsive support to address the needs of healthcare providers and patients alike. **Project Summary** In March 2024, the client collaborated with Helpware to enhance support across three vital service areas. Helpware assigned a team of 15 individuals who adhered to the Client’s compliance and quality standards. **Challenge** The client faced increasing support demands, stretching their internal team to its limits. Complex workflows resulted in lengthy handling times, with each customer interaction posing a potential risk of delays or errors. The client required specialized support to enhance responsiveness, accuracy, and compliance, all while keeping internal workloads manageable. **Solution** Helpware provided a tailored solution designed with scalability and quality control in mind. **Results** Helpware integrated seamlessly with the client’s brand, delivering consistent service, ensuring compliance, and facilitating rapid growth. By March 2025, the client expanded its Helpware team to 45 full-time employees and broadened its reach to nine service areas. **Q1 2025 Operational Impact:**

Online Marketplace Improves QA Scores to 95%

NDA

**Client** Our client is a prominent online marketplace in Europe that connects buyers and sellers of second-hand products. They provide an efficient platform for users to list, explore, and purchase pre-owned fashion and lifestyle items, serving millions of users across Europe and the United States. **Project Overview** Helpware assists the client with a team of 50 agents in three locations across two primary service areas: 30 customer support agents (handling voice, chat, and email) based in Ukraine, and 20 merchant support agents located in Albania and Georgia. **Challenge** The client increased its internal quality assurance (QA) target from 90% to 97%, allowing us a 90-day timeframe to meet this goal. Previously, we had achieved a solid 91% QA average, but raising this to nearly perfect 97% within such a short period posed a significant challenge. Almost half of the team had been in their roles for less than 60 days and were still in the learning phase, as both service lines involved intricate technical support situations. Internal QA simulations suggested that achieving a best-case score of 95% within 90 days was feasible, but reaching 97% would necessitate structural changes, more effective coaching, and targeted QA interventions. **Solution** Helpware collaborated with the client to determine the steps needed to achieve a 97% QA score through a structured impact analysis. This analysis involved benchmarking current QA scores, reviewing key performance indicators (KPIs), and assessing the potential effects of the change on team engagement and long-term stability. We developed a roadmap with four key initiatives: cross-vendor auditing, increasing QA staffing, enhancing process clarity, and establishing a scoring ramp-up plan. These actions helped clarify which goals could realistically be achieved in 90 days and which would require more time. **Results** Helpware improved its QA scores by four percentage points in under three months, moving from 91% to 95%. Consequently, the client decided to extend the timeline to sustainably reach 97%, ensuring high levels of customer satisfaction and maintaining strong agent morale.

13 more projects