Helpware

Helpware is an outsourcing company that builds customized teams in customer support and back office for modern companies. In practice that means turning support emails and chats into tickets with owners, priorities and SLAs.

Who is it for? Mostly support teams from two people to hundreds. Related areas on their profile: Accounting, Computer Vision, Customer Service, Data Collection and Labeling and Developer APIs. As a large product team themselves (1,001 to 5,000 people), they tend to serve customers of a similar scale best. Bigger vendor, more process. Budget time for procurement.

Helpware is based in Lexington, Kentucky and around since 2015. You can read more at helpware.com.

Our checklist for this category: channel coverage, automation rules, and per-agent pricing. Ask for a trial on your own data, not a canned demo.

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