Explore the full range of solutions Helpware divisions provide:
Keep your global audience and players engaged, communities running smoothly, and issues instantly resolved with our end-to-end solutions built to help game studios, streaming, and entertainment platforms scale fast.
Our services are made for the modern entertainment ecosystems. We understand player behavior, unspoken rules of fandom, and online community culture because we’re part of it. And we know how to keep player satisfaction at its maximum.
Let players fully immerse themselves in the worlds you’ve created and break any barriers that block them from getting the great experience with your platform. Our support solutions keep your audience delighted and always in-game.
Safeguard your online community from toxic and fraudulent behavior. We prevent hate speech, swearing, fakes, and other nasty patterns from ruining the reputation of your platform. Using advanced tools and human oversight for content review, we don't give a single offensive post a chance to slip through.
Make purchases transparent and stress-free so that players know that their journey is worth every dollar. We prevent chargebacks by professionally handling billing issues and making it clear where their money goes.
Make your audience engaged long after the first game by initiating loyalty programs and creating retention campaigns, and we'll help you manage them all effectively. Our teams are pros at reaching out to players wherever they are, keeping them glued to your platform.
Take your audience’s adventure with your studio to the next level. Reequip your CX operations with the ultimate gear so every player touchpoint hits hard, your support runs like a speedrun, and your community stays connected.
Entertainment and gaming platforms develop fast. But people want it faster. We are there for you ironing out operational glitches, fixing the friction, and keeping player experience consistently epic.
Players notice when support feels robotic. They notice even more when it feels clueless. We blend AI efficiency with people who understand gaming culture, internet behavior, and fan psychology.
Recognizes what requests players come with and routes them to the right team, which speeds up the resolution of their issues and reduces back-and-forth.
Reviews forums, chats, and communities, spots and flags malicious behavior and policy violations to create a healthy and fun environment for players.
Evaluates the squad's performance against the benchmarks of quality, ensuring the players get most of their experience with a platform.
AI automatically updates CRM fields, ticket notes, and reports, tagging relevant information for agents and management. This reduces manual work, keeps data accurate, and allows your team to focus on complex issues.
Troubleshoot complex cases where deep human expertise and a creative approach are required, like unjustified bans or billing issues.
Listen, respond with compassion, and mitigate tense situations. This keeps the community positive, reduces rage quits, and strengthens player loyalty.
Double-check accuracy of AI moderation outputs and issue resolutions to prevent errors and anomalies, and ensure fair rules of the game.
Speak one language with your audience and keep it engaged through respectful, culturally aligned, and dynamic conversations.
We use industry-proven CX, moderation, and analytics tools to deliver fast, efficient, and scalable support across platforms, regions, and time zones.
We stand out for our agile, transparent, and trustworthy approach. We deeply understand the culture, the pressure, and the pace of the gaming and entertainment domain, and design solutions to fit player expectations and your business goals.
Players are always real people behind the screen with their problems, dreams, and ambitions. We treat them with patience and context.
Whether you need 20 agents overnight or 200 next month, we scale smoothly and reliably, handling spikes, launches, and live events.
We don’t just support your operations; we grow alongside your roadmap, community, and ambitions, adapting as you evolve, and being with you for the long haul.
Your data, intellectual property, and communities are protected through strict security standards, proven processes, and full compliance across every region we operate in.
CSAT
locations worldwide
years average client partnership
compliance
With decades of experience in the BPO domain, we've helped over 400 businesses worldwide grow and outperform the competition.
Gaming & Entertainment
Ticketing platform’s new fraud team + RPA boost productivity 26%, speed case resolution 35% with near-zero errors, and meet 100% of KPIs while holding CSAT at 4.6.
That’s exactly what we’ve designed our solutions for: saving costs while keeping service quality consistently high. We automate repetitive tasks like billing, QA, content review, routine inquiries, etc. AI assists with routing tickets to the agents with the right expertise, which reduces response and handling times. This results in faster support, happier players, and lower operational costs without cutting corners on quality.
The main goal for any business in the gaming and entertainment domain is to reach a wider audience and scale globally. As your trusted outsourcing partner, we support you at every stage of that growth. We handle increased volumes of tickets, live chat, and community moderation in real time, making sure users don’t rage quit. Meanwhile, your core team stays focused on polishing the game, fine-tuning mechanics, or streaming fresh content.
AI has become a real copilot for streamlining operations. Our AI-powered QA checks agent performance with a magnifying glass, catching even the smallest errors and mismatches with your requirements. Together with you, we define up to 20 evaluation criteria that the AI uses to assess the support team, including response speed, accuracy, tone of voice, policy adherence, and resolution quality. This continuous evaluation helps us see where improvements are needed and fix issues promptly.
Unfortunately, bad players like trolls, griefers, and spammers can turn any thriving community into chaos. Our teams, with the help of AI tools, go through the forums and chats with a fine-tooth comb to identify, flag, and block hate speech, harassment, and disruptive behavior fast. We strive to maintain a safe, inclusive environment where every participant feels heard and supported.
Yes. Our teams can assist with billing and subscription issues, device compatibility, account sharing or access limits, app crashes, playback errors, and more.
Players expect transactions to be fast, secure, and transparent. When they aren’t, players leave. That’s why we handle in-game purchases and subscriptions with absolute care. We manage billing, refunds, and chargebacks with meticulous attention to detail, so players can buy skins, battle passes, or DLC with confidence.
We deliver round‑the‑clock customer support and technical assistance that is tailored for gaming brands, including issue resolution, ticket handling, and live support.
What Our Clients Are Saying
We work closely with our clients to generate bold ideas and turn them into powerful solutions.
“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.