Explore the full range of solutions Helpware divisions provide:
Engage with citizens in a new, smarter way by redesigning how your public agency operates. Our turn-key solutions help relieve administrative pressure, anticipate public needs, and make their journey consistently great across all touchpoints.
We make public services accessible, transparent, and credible by combining cutting-edge technologies with human-centered, compassionate support.
Meet citizens where public policy meets real life and make their journey with your agency frictionless and enjoyable. Our solutions enable you to reduce wait times and speed up case resolution, which translates to high CSAT levels.
Ensure uninterrupted support for all citizens' needs. AI works non-stop, handling a high volume of calls, providing people with accurate answers, and routing requests to the right specialists. Our AI solutions are tailored for the public sector and fully aligned with government regulations.
Prepare your public agency for stress-free audits by structuring your documents and keeping data accurate, defensible, and searchable. We sort out the records with smart automation and double-check everything with meticulous human review.
Listen to your citizens and streamline your service based on their feedback. We surface people's concerns and provide analytics that enable your government agency turn voice-of-citizen insights into measurable improvements across all touchpoints.
Make the service delivery system bring value for both citizens and your agency. We identify gaps in your operations and implement improvements that free your staff from daunting paperwork, reduce citizen complaints, escalations, and repeat contacts.
Modernize service delivery processes by adopting scalable, compliant, and interoperable technology. We integrate new solutions with your existing systems without disrupting them, and conduct ongoing monitoring and maintenance.
It's the constant pressure that government agencies deal with on a daily basis. As your dependable partner, we take the load off your workers managing citizen requests, updating and validating data in agency systems, upholding compliance, and more with the highest precision and consistency.
Public service demands speed and fairness because citizens expect quick answers and legally sound decisions. We balance both with AI for speed and efficiency and people for human judgment and accountability. This balance allows government agencies to deliver streamlined services while boosting public trust.
Analyzes incoming requests across every channel. Identifies intent, sorts them out into categories, and routes to the corresponding department.
Helps agents provide quick and accurate answers by creating prompts based on the reliable knowledge base, which speeds up ticket resolutions.
Reduces handle time by guiding citizens through preliminary checks, collecting and organizing all information before a human agent steps in.
Evaluates how agents adhere to policies, whether they meet quality standards, and how accurate their answers are, giving the full picture of their performance.
Take over when non-standard scenarios, conflicting cases, or exceptions require human judgment and specialized expertise.
Apply human-in-the-loop model to review AI performance, spot anomalies, and ensure the outputs are relevant, valid, and compliant.
Help citizens navigate complex bureaucratic procedures by translating rigid legal terminology into plain language and making complex processes understandable.
Handle grievances with patience and empathy before they escalate to formal appeals and undermine the agency's reputation.
We integrate the latest software that meets all security and compliance standards and customize it to the needs of your public agency to ensure scalable, stable support from day one.
Our clients choose us for our agility, trust, and accountability. We bring deep experience partnering with public agencies and tailor every solution to your unique needs, paying close attention to every interaction and every detail in your documentation.
We respect every citizen and treat them with patience and empathy, because only through this approach can we achieve real trust and genuine rapport.
We understand everyone, regardless of the language they speak, because no citizen should feel left out. Our culturally sensitive approach inspires trust in every interaction.
We bring long-term value to all our partnerships by building processes that are consistent and resilient to any external changes.
We apply proactive security mechanisms and ongoing audits to guarantee your data is under lock. All our solutions meet strict standards of data protection.
CSAT
languages
years the average length of client partnerships
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With decades of experience in the BPO domain, we've helped over 400 businesses worldwide grow and outperform the competition.
SaaS & Software
Cybersecurity QA and ticketing framework cuts engineering’s time to close 33% and ticket idle time 36% and boosts CSAT 42%.
Yes, we have more than ten years of experience supporting clients working in the public services domain, and we know the ins and outs of this industry, its pain points, and, most importantly, we know how to fix them.
Since we have 19 locations globally, we can easily ramp up staff in as little as two weeks. Plus, with the help of advanced AI tools, we can also scale our services and make them as effective as possible.
Yes. The standards, approaches, policies, and quality assurance are the same, whatever hub you choose. The only difference is that local agents are better aware of the peculiarities of the local market. However, we measure their performance uniformly.
What sets us apart from big legacy call centers is that we treat every project as if it were the only one. We don’t use one-size-fits-all solutions, customizing every approach to the specific needs of our clients.
The primary aim of integrating AI into public agencies’ operations is to eliminate friction. All our AI solutions serve exactly this purpose. Assisting agents and automating routine tasks, AI tools significantly reduce handle times, speed up issue resolution, maximize clarity, and increase citizen satisfaction. We don’t replace people with AI. Final decisions remain human.
We create environments where any sort of data breach is impossible. We regularly conduct security training with our teams, restrict access by role, and follow strict security protocols such as SOC 1&2. All our processes are organized in a way to avoid any risks related to data security.
We strictly follow all SLA commitments, and throughout our work, we have consistently high customer satisfaction scores. One of the main features that makes Helpware CX stand out is that we always do what we say.
Most of our solutions are designed to help you save time and resources. We streamline record processing by eliminating time-consuming manual tasks. Our AI-powered tools speed up ticket resolution, allowing your team to serve more citizens every day without the need to hire extra staff during busy periods.
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.