Trusted by 400+ brands, we deliver our AI-enabled customer support outsourcing services from 19 locations globally and turn customers into brand evangelists with 90% CSAT.
Explore the full range of solutions Helpware divisions provide:
Explore the full range of solutions Helpware divisions provide:
Trusted by 400+ brands, we deliver our AI-enabled customer support outsourcing services from 19 locations globally and turn customers into brand evangelists with 90% CSAT.
Partner with us and feel the difference straight away. Our end-to-end customer support solutions live up to the most demanding customer expectations and deliver tangible results for your business.
Skip the burden of building expensive infrastructure for in-house dedicated support. We take on hiring, training, and managing your support team, plus provide all the tech.
Your gain:
Lower overhead expenses, faster ramp-up when demand surges, and more budget to invest in growth.
Customers hate waiting. We don't allow any frustration by combining smart AI triage that handles routine queries with humans who provide expert resolutions.
Your gain:
Happier customers, fewer complaints pinging your inbox, and impact you can see in your bottom line.
We developed an AI QA tool that evaluates every chat, email, and call, flags friction, and suggests improvements in real time, making conversations smoother.
Your gain:
Precision-level support, minimum escalations and complaints, on-brand responses, and less chaos.
We are customer-obsessed. Our culture is built on understanding their needs, and we always give them the empathy, time, and attention they deserve.
Your gain:
Higher Net Promoter Scores, stronger lifetime value, faster growth in revenue per customer.
We are fully compliant with all necessary data protection protocols and implement advanced security measures across our operations. This approach reduces compliance risks, simplifies audit processes, ensures transparency, and increases customer trust in highly regulated and sensitive environments.
We enforce strict access controls, ensuring security and confidentiality across on-site and remote teams to maintain the integrity of client data.
We collect only necessary personal data, retain it for defined periods, implement multilevel security, and provide full user control over it.
We safeguard protected health information through end-to-end encryption, secure access protocols, and real-time threat detection.
We secure payment data throughout processing and storage, continuously monitoring our systems to identify and address potential risks.
We provide expert CX consulting, an advanced technological stack, and scrupulously trained customer service reps (CSRs) to create memorable customer experiences.
Our outsourced phone support connects your customers with skilled agents 24/7 across time zones. We use a personalized approach to handling inbound and outbound calls and turn customer complaints and escalations into high-CSAT outcomes.
Customers appreciate our fast, resolution-focused communication when handling their issues via email. We meet strict SLAs, maintain consistently low first response time, and ensure every interaction is clear, structured, and fully documented.
Our customer service agents join the conversation on Instagram, Messenger, or TikTok to tackle even the trickiest questions with ease and a bit of fun. Smart GIF replies and well-chosen emojis help ease tension and put a smile on customers’ faces.
We provide effective real-time assistance for all urgent matters in 45+ languages with our AI-powered outsourced live chat support. It is an indispensable part of an omnichannel CX strategy as it enables instant responses and fast issue resolutions.
Video calls let your team see what customers see. Our agents guide them step by step, troubleshoot technical glitches in real time, which builds trust and rapport with your target audience and guarantees high CSAT scores.
Always on, our AI-powered chatbots work quietly behind the scenes, juggling multiple conversations simultaneously, and handling routine FAQs. For complex cases, they provide warm handoffs to our human experts.
A well-designed, intuitive knowledge base enables customers to find their own solutions to product-related issues. We structure content so it’s easy to search, clearly written, and helpful, enabling users to solve problems without endless back-and-forth emails.
No technical issue is insurmountable for our skilled, three-tier support teams. We know how to break it down for your customers and fix any technical hiccup effortlessly.
We don't replace humans with AI. We’ve found that sweet spot, a golden middle, that combines the strengths of both to deliver truly exceptional customer experiences. AI is responsible for speed and accuracy, whereas people step in when customers require deep expertise, human judgment, and empathy.
Our AI chatbots cover the majority of Tier 1 requests without human agents' involvement.
Recognizes customer intent and applies smart routing, so support starts before customers even ask.
Forecasts support demand and dynamically adjusts staffing and SLAs during surges.
Analyzes past interactions to identify “at-risk” customers and triggers retention actions.
Excel at navigating complex and sensitive situations, interpreting underlying context to respond appropriately.
Know when to bend the rules, offer a gesture of goodwill, or simply stay silent.
Adapt tone and phrasing to align with cultural norms and expectations across different regions.
Listen closely, understand the concern behind every customer request, and provide thoughtful, empathetic support.
You build your business, we take care of your customers. Whatever niche or domain you’re in, your clients get fast, helpful answers, and your brand becomes stronger.
We use industry-leading platforms to deliver fast, reliable, and personal support at scale. From help desk systems to live chat, automation, and analytics, our toolkit helps your customers get answers—and your business get results.
See an approximate customer support outsourcing cost for your team to get a clear picture of potential ROI.
Get ROI projection for current support needs.
-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
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-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
Shared Team Leader
Shared L&D Specalist
Shared QA Specialist
Account Executive by default
Shared Ops Delivery Manager
Admin/Finance/Legal support for the agents by default
1-2 Dedicated Team Leaders
Shared L&D Specialist
Shared to 1 Dedicated QA Specialist
Shared Ops Manager
Account Executive by default
Admin/Finance/Legal support for the agents by default
Shared Real Time Analyst
2-5 Dedicated Team Leaders
0,5 to 1,5 Dedicated L&D Specialists
1-2 Dedicated QA Specialists
Up to half of a dedicated Ops Manager
Account Executive by default
Admin/Finance/Legal support for the agents by default
1 Dedicated Real Time Analyst
Ready to get a personalized estimate for your team?
Contact us for a personalized assessment tailored to your specific needs.
*These projections are estimates for informational purposes only and do not represent a formal offer. Contact us for a personalized quote.
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Top talent combined with groundbreaking technology and CX best practices enable us to deliver service that connects, resonates, and lives up to customer expectations.
We are recognized for strong company culture, exceptional service, and countless other achievements that came from real effort.
From Kentucky to Kampala, our 19 global hubs give us access to a huge talent pool. We ramp up as fast as your business grows.
Engaged teams drive real results. When employees feel valued, they go further to create truly exceptional customer experiences.
We’re your reliable customer service partner. Building trust, delivering results, and growing together—your success is our success.
industry awards
locations
ESAT
years average length of client partnership
With decades of experience in customer support outsourcing, we've helped over 400 businesses worldwide grow and outperform the competition.
Healthcare & Healthtech
A purpose-built telehealth support infrastructure helps a leading personalized health platform improve access to care while achieving 35% faster time-to-resolution, 50% fewer internal handoffs, a 25% reduction in repeat contacts, and a 0.6-point increase in telehealth CSAT.
All our partnerships are built on trust and respect. We are a dependable customer support outsourcing partner committed to your growth.
Customer service outsourcing is when businesses hire BPO companies to handle their customer requests, complaints technical troubleshooting, and more. Types of customer support typically include phone support (inbound and outbound calls), email support, live chat support, social media support, technical support, and self-service support.
Yes, it is. Our partners turn to us for dedicated customer service, combined with customer experience consulting and AI tools integration. We help optimize support workflows, enhance engagement, and deliver personalized experiences that improve satisfaction, efficiency, and long-term loyalty.
Yes. At Helpware CX, our core metric is customer experience, measured through customer satisfaction (CSAT) and customer effort (CES). We track how every interaction impacts loyalty and retention, and we place these metrics at the center of everything we do. All our consulting services, process optimizations, and AI technology integrations are designed to ensure your customers have a seamless, positive experience with your business.
Outsourced support services have many advantages compared to managing an in-house team of CSRs. Hiring a dedicated support team saves big sums of money because a customer service company recruits a cost-effective workforce without compromising quality. If you outsource customer service, it frees up your time to focus on other important things. Additionally, customer support outsourcing provides specialized expertise and enables your business to scale effortlessly.
Since our foundation in 2015, we have expanded to 19 locations on four continents, including the United States, the Philippines, Mexico, Germany, Poland, Albania, Georgia, Ukraine, Uganda, and more. Our successful hub-and-spoke model enables us to provide our customer support outsourcing services from any location where we can open a legal entity. We are flexible and agile enough to serve clients globally.
Helpware CX is a support outsourcing provider that offers industry experience, innovative capabilities, quality control, and a skilled talent pool to provide services that can compete with legacy providers. The only difference is our customized approach: unlike big legacy companies with standardized processes, we treat each project as unique and tailor our solutions to meet its specific needs.
The cost of outsourcing dedicated customer service ranges from $8 to $35 per hour and depends on several factors: the complexity of services, the required set of skills, the number of communication channels and customer service representatives, integrated technology, the volume of daily customer interactions, and more. The location also matters. For example, you can hire nearshore teams in LATAM countries for $12–$18/hour. Approximately the same pricing will be in Eastern Europe. The services of the offshore teams in India and the Philippines are more cost-effective and account for $12–$18/hour. Use our calculator to get an estimate.
Contact us, and we’ll schedule a meeting to discuss the details of outsourcing customer support outsourcing services to us. Together, we’ll choose the most suitable model of cooperation, determine the number of outsourced customer support agents, and choose the necessary technology to meet your goals.
What Our Partners Are Saying
At our core, we’re more than just a customer support outsourcing company—we’re a partner dedicated to your success.
“Helpware's consistent performance has been a significant help to the client, delivering 500 agents offering excellent call center services per day. The team has met the vast requirements despite the project's size and scope. Overall, the partnership has been a fruitful one.“
Chris Newton
Project Manager, NIC Virginia
“Helpware has been a great partner for anyone looking for a small to mid-side BPO with multiple locations around the globe. I have really appreciated their transparency and adaptability in working with us as we scale our operations. They have a strong leadership team that proactively ask for feedback in order to improve week over week.“
Cameron Ryther
Vendor Manager, Samsara
“Helpware continues to be amazing! Our Onboarding agents have proven to be capable of anything and embrace change and new initiatives with a smile. In the last 2 years, I have gotten a chance to get to know each one of them and learn their specialties as they interact with our SquadLocker customers.”
Maria Maidana
Senior Customer Success Representative, SquadLocker, INC
"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."
Lauren Bundy
Customer Experience Manager, Chowbotics by DoorDash
"Helpware has consistently exceeded expectations, maintaining net retention of about 70%, which is 20% more than originally planned. The team manages the project excellently, clearly outlining their progress regularly. They’re a proactive partner who takes a thorough approach to their work."
Maya Latimore
Former Senior Manager of Partner Success, Headspace Inc.