Explore the full range of solutions Helpware divisions provide:
We run email customer support outsourcing for 400+ brands across 19 global locations, combining AI and trained agents in one operating model that clears your inbox fast and maintains CSAT at 90%.
Plug in our email customer support outsourcing team and start resolving tickets straight away. We reply in your brand voice, hold quality steady at scale, and keep costs predictable.
Drop the overhead of an in-house email team. We provide hiring, training, management, and the full tech stack.
Your gain:
Lower overhead, faster ramp-up when volume spikes, more budget for your business growth.
Offload overflow and overnight email. We deflect routine tickets with AI and clear the rest before they pile up.
Your gain:
Smaller queues, steady response times, no Monday-morning backlog spike.
AI triage speeds up resolution for repetitive email requests, while trained support agents focus on complex cases.
Your gain:
Fewer back-and-forth threads, shorter queues, customers who stop re-emailing.
Stop guessing whether replies meet the standard. We score email interactions and coach agents against your requirements.
Your gain:
Consistent answers, fewer reopened tickets, brand-safe replies in every inbox.
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 staff domain-trained email agents, integrate with your CRM, and add AI triage to keep your inbox fast, consistent, and on-brand.
Your customers get fast, accurate answers to product questions, how-tos, and account queries.
We resolve login failures, app bugs, and setup errors by email, then confirm the fix landed.
Order status, changes, and tracking updates reach buyers fast, so nobody is left guessing.
Declined payments, refunds, and invoice questions come back with clear, jargon-free answers.
Every return request and refund moves through quickly, with shoppers kept in the loop throughout.
We unlock accounts, reset passwords, and fix profile edits step by step until customers return.
Whether you run a Series C SaaS desk or a 1,000-agent retail operation, we shape team size, tooling, and SLAs around your email volume, your rules, and the metrics your board tracks.
When product launches push email volume past what your team can clear in a day. We add trained buffer agents before each release and plug in AI to sort tickets by intent. Response times stay flat, and backlog never carries over.
During holiday peaks, email queues triple overnight, and your in-house team can't keep up. Our follow-the-sun model enables agents to work the inbox around the clock and clear overnight tickets by morning. First response time stays under four hours during peak periods.
In regulated payments, a single careless email reply turns into a compliance risk. Our agents learn your disclosure rules and escalation paths, then route sensitive cases to senior tiers. SLA breaches drop and replies hold to audit standards under load.
New releases, live events, and seasonal updates flood support queues with account recovery requests and payment disputes within hours. Our support teams organize ticket flows, prioritize urgent cases, and maintain fast player communication. Response times stay stable during traffic spikes.
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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We combine AI speed with experienced support teams to manage high email volume without losing accuracy or customer trust. AI sorts, tags, prioritizes, and surfaces customer history in real time, while agents resolve sensitive cases, escalations, and complex requests with judgment and context.
Closes repetitive emails like refund status, order tracking, and password resets without an agent.
Removes the median share of first-tier email volume from the human queue automatically.
Drafts replies and auto-tags tickets by intent, so agents clear the queue in far less time.
Reads each email, identifies the request, and routes it to the right agent or workflow.
Read the full thread, weigh the context, and answer the real question behind the request.
Calm frustrated customers with measured, empathetic replies that rebuild trust over email.
Carry multi-step billing, account, and technical issues from first reply through full resolution.
Match your tone, policies, and style, so every email reads like your own in-house team wrote it.
We agree on your email SLAs, resolution targets, hours, and compliance rules, then plan capacity so your launch runs on schedule.
We profile agents around your product and industry, hire through omnichannel recruitment, and add buffer staff for seasonal peaks.
We load your knowledge base, set up your help desk, and run product, process, and tone training, with nesting before agents reply.
We go live with oversight, queue monitoring, and coaching, plus weekly and quarterly reviews so you see how the inbox performs.
We calibrate macros, refine routing and escalation, and read ticket trends to cut backlog and resolution time, re-engineering the workflow for predictive email support.
We pair top agents with proven AI and deep CX practice to keep your email fast, accurate, and on-brand at any volume.
We hire for empathy and train for resolution, so customers reach an agent who actually fixes the problem on the very first reply.
Happy agents write better emails. Our teams stay engaged and long-tenured, so your customers always get steady, friendly service.
We provide email support across 19 global sites in 45+ languages, so coverage holds through peaks, time zones, and growth.
Clients stay with us for five-plus years on average, because we run the inbox like a true extension of your own in-house team.
CSAT
ESAT
locations
years average length of client partnership
We've earned 30+ industry awards for consistent email support delivery, high CX quality, and long-term client trust.
Email customer support outsourcing means a trained third-party team answers your customer emails, inquiries, complaints, and requests under your brand. Helpware CX staffs agents, integrates your help desk, and adds AI to resolve routine tickets for 400+ brands.
Pricing tracks volume, complexity, and coverage hours. Outsourced email support commonly starts around $10 per hour, and we build a plan around your ticket volume and SLAs. Most clients cut support costs by 20 to 40 percent versus running the desk in-house.
Yes. We run email support across 19 global locations on four continents, so agents cover your inbox around the clock in 45+ languages. Overnight and weekend tickets get cleared before your in-house team starts the day, even during seasonal peaks.
Resolution speed depends on issue type, but a strong first-contact resolution rate sits between 70 and 80 percent across the industry. We staff trained agents and AI triage to push routine email toward same-day resolution and hold your SLA through volume spikes.
We train every agent on your product, policies, and tone, then build a response playbook and macro library so replies read like your own team wrote them. Weekly calibration keeps quality steady, and our quality assurance score holds at 98 percent.
Yes. We operate under SOC 2 Type II, ISO 27001, GDPR, HIPAA, and PCI DSS controls, with role-based access and monitored systems. Sensitive billing, account, and health-related emails route to trained, compliance-certified agents only.
Most engagements launch within weeks. We scope SLAs, build and train your team, and run nesting before go-live. Pilots typically start in 30 to 60 days, and we scale from a small team to 500+ agents in 90 to 120 days as volume grows.
