HelpLama

Hire 24/7 Live Chat Answering Experts

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Fully Managed Customer Support

We provide specialist & tested US-based live chat, email, and voice support agents who will serve as an integrated extension to your own internal team.

Dedicated Customer Support as a Service

< $25/hr
2 - 9
Locations
United States
,, New Orleans, Louisiana 70032

Focus Areas

Service Focus

100%
  • BPO Services

Client Focus

80%
20%
  • Small Business
  • Medium Business

Industry Focus

34%
33%
33%
  • Telecommunication
  • Other Industries
  • E-commerce

HelpLama Reviews

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Joey Levy

Customer service is highly appreciated

Rating Breakdown

  • Quality
  • Schedule & Timing
  • Communication
  • Overall Rating

Project Detail

$10001 to $50000
Completed

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Review Summary

Our customer satisfaction score increases significantly from 35% to an impressive 78%. This measurable outcome demonstrates the success of Helplama's efforts in improving customer support.

What was the project name that you have worked with HelpLama?

Customer Support

Describe your project in brief

Helplama provides phone, chat, and email support services to address customer inquiries, order fulfillment, order modifications, and order status updates. They are responsible for handling a wide range of customer interactions.

What is it about the company that you appreciate the most?

They tailor their services to match our brand and product knowledge, which makes a significant difference in customer interactions.

What was it about the company that you didn't like which they should do better?

One area for improvement can be even faster response times during peak periods.

Darren Crowshaw

Efficiency in Email Support

Rating Breakdown

  • Quality
  • Schedule & Timing
  • Communication
  • Overall Rating

Project Detail

$10001 to $50000
In Progress

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Review Summary

They typically keep to deadlines, ensuring that our clients receive prompt replies to their emails. Their outstanding adaptability to our needs and effortless integration with our current customer service procedures are notable. The reduction in our average first-time response time from 24 hours to 6 hours has a significant impact on customer satisfaction. Our customers greatly appreciate the faster and more efficient email support, leading to a substantial increase in their overall satisfaction.

What was the project name that you have worked with HelpLama?

Customer Support

Describe your project in brief

Specifically, we aimed to reduce our average first-time response time to customer emails, which was previously at 24 hours. Our objective was to enhance customer satisfaction levels by ensuring prompt and efficient email support. The scope of work contains phone, chat, and email support, with a particular focus on email responsiveness. Their team excels in this regard, ensuring that customer emails are answered within a few hours, a substantial improvement from our previous response time. Their dedication to addressing email inquiries promptly is instrumental in decreasing our average first-time response time to just 6 hours.

What is it about the company that you appreciate the most?

We are pleased by their dedication to customer service excellence and their commitment to addressing email inquiries promptly, which directly contributes to our increased customer satisfaction, is unique. Their team's responsiveness and efficiency in email support stand out as a key strength.

What was it about the company that you didn't like which they should do better?

There's none to cite.

Courtney Keating

Their Contribution to Our E-commerce Success Is truly Unique.

Rating Breakdown

  • Quality
  • Schedule & Timing
  • Communication
  • Overall Rating

Project Detail

$10001 to $50000
In Progress

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Review Summary

We aimed to ensure that customers received accurate assistance with their sizes and any inquiries related to our footwear. Additionally, we sought efficient email support for order-related issues. The 20% conversion rate from chat to sale is a clear indicator of their effectiveness in assisting potential buyers. Their support significantly improves our e-commerce store's performance and customer satisfaction.

What was the project name that you have worked with HelpLama?

Elevating the Customer Support Experience for Our Store

Describe your project in brief

Helplama's scope of work encompasses chat and email support, and their performance is exceptional. Their team possesses outstanding communication skills and a deep understanding of our shoe products. They diligently assist customers with size-related queries and swiftly resolve issues via email support. Moreover, they provide round-the-clock live chat coverage, playing a vital role in boosting our conversions. On average, we witness an impressive 20% conversion rate from chat to sale.

What is it about the company that you appreciate the most?

What compels us the most is their chat support team's dedication and knowledge. They, without interruption, integrate with our operations, ensuring that customers receive accurate and timely assistance.

What was it about the company that you didn't like which they should do better?

We cannot find any.

Stephen Hawthornthwaite

Project Management at Helplama Is Excellent

Rating Breakdown

  • Quality
  • Schedule & Timing
  • Communication
  • Overall Rating

Project Detail

$10001 to $50000
In Progress

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Review Summary

Helplama's scope of work, focused on chat support, is pivotal in transforming our customer service. They consistently provide exceptional support to our customers looking to make purchases. They specialize in resolving pre-purchase issues instantly over chat, ensuring that potential buyers have all the information they need to make informed decisions. This proactive approach plays a significant role in increasing our conversion rates from 10% to an impressive 15%. We have a 5% increase in conversion rates, and that is a direct result of Helplama's ability to address customer concerns swiftly. This translates into tangible progress and success for our modern furniture e-commerce business.

What was the project name that you have worked with HelpLama?

Customer Support Experience for Our e-commerce Platform

Describe your project in brief

We were aiming to grow the customer support experience for our e-commerce platform specializing in modern furniture. We aimed to address pre-purchase issues promptly and effectively, ultimately boosting our conversion rates.

What is it about the company that you appreciate the most?

Helplama's team is not only knowledgeable about our product catalog but also skilled in providing real-time assistance. This combination of product knowledge and chat support proficiency is unique and instrumental in our success.

What was it about the company that you didn't like which they should do better?

The results are great.

Lydia Parr

Their Genuine Concern for Customers' Needs Is Unique

Rating Breakdown

  • Quality
  • Schedule & Timing
  • Communication
  • Overall Rating

Project Detail

$10001 to $50000
In Progress

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Review Summary

Helplama excels in understanding the unique needs of our aged customers. The team displays exceptional patience and attentiveness, crucial qualities in assisting customers who require more time and attention to make a purchase. Importantly, they often go the extra mile by helping customers place their orders over the phone, which significantly boosts our conversion rates. We notice customer satisfaction among our older demographic noticeably increases. Sales, particularly for this segment, see a significant boost due to their expert assistance. This translates into tangible progress and success for our eyewear shop.

What was the project name that you have worked with HelpLama?

Augmenting Customer Experience

Describe your project in brief

We had the goal of augmenting the customer experience in our eyewear e-commerce shop, especially for our aged customers. We aimed to improve our service by ensuring that our customers, regardless of their age or technological familiarity, could easily purchase the correct frames and lenses.

What is it about the company that you appreciate the most?

What we cherish about Helplama is their ability to empathize with our customers, especially the elderly. Their genuine concern for customers' needs and their knack for simplifying the purchase process for them is unique. It's rare to find a customer service outsourcing company that truly understands the nuances of customer demographics.

What was it about the company that you didn't like which they should do better?

No.

Jose Guillermo Calderon

Exceptional Ability with Excellence

Rating Breakdown

  • Quality
  • Schedule & Timing
  • Communication
  • Overall Rating

Project Detail

$10001 to $50000
In Progress

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Review Summary

Helplama's solution focuses on phone support to assist in pacifying upset customers. Their team exhibits a remarkable ability to maintain a calm and professional demeanor, which is crucial in handling customer complaints. They are trained to address the issues customers face with our waiting staff, reassure them, and encourage their return to our restaurant. Many of the customers who expressed dissatisfaction with our waiting staff end up returning to dine with us again. This is a clear indicator of the success of their approach.

What was the project name that you have worked with HelpLama?

Customer Satisfaction in Our Restaurant

Describe your project in brief

We needed to heighten customer satisfaction in our restaurant by addressing issues related to our waiting staff's service. We aimed to ensure that every customer left our establishment with a positive impression, even if they had experienced service-related problems.

What is it about the company that you appreciate the most?

What stands out the most about Helplama is their agents' exceptional ability to de-escalate tense situations. Their calm demeanor and excellent communication skills are truly impressive. It's rare to find a company that can turn disgruntled customers into loyal patrons through phone support, and Helplama excels in this regard.

What was it about the company that you didn't like which they should do better?

We cannot find any areas for improvement.

Alex Coppard

High Level of Satisfaction.

Rating Breakdown

  • Quality
  • Schedule & Timing
  • Communication
  • Overall Rating

Project Detail

$10001 to $50000
In Progress

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Review Summary

Customer complaints have reduced significantly, and we notice a tangible increase in overall customer satisfaction. This is evident in the positive feedback we receive and the repeat business from previously dissatisfied customers.

What was the project name that you have worked with HelpLama?

Restaurant's Customer Service Experience

Describe your project in brief

The goal was to improve our restaurant's customer service experience, both over the phone and through email support. Our specific goal was to address customer complaints promptly and efficiently, ultimately ensuring a high level of satisfaction. Helplama is exceptional at calming down dissatisfied customers who have received below-average service. They have a system in place to assess the level of agitation and offer appropriate discounts to appease the customers. Additionally, they send follow-up emails containing the offered discounts and sincere apologies.

What is it about the company that you appreciate the most?

What pleases me most about Helplama is their ability to tailor their approach to our specific industry, which is unique in its customer service demands. Their team displays a deep understanding of the restaurant business and adapts their strategies accordingly. This industry-specific knowledge truly sets them apart.

What was it about the company that you didn't like which they should do better?

None.

Peter McKay

Language Proficiency Is a Unique Strength of Helplama

Rating Breakdown

  • Quality
  • Schedule & Timing
  • Communication
  • Overall Rating

Project Detail

$10001 to $50000
In Progress

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Review Summary

The improved response and resolution times have a noticeable positive impact on our customers' support experiences. Customer loyalty and satisfaction are positively impacted by this. Their flawless incorporation into our procedures makes sure that everything runs well and that problems are resolved quickly.

What was the project name that you have worked with HelpLama?

Customer Support for Our SaaS Company

Describe your project in brief

Our objective was to provide top-notch email support for our app users, focusing on helping them with settings and technical issues. Their team demonstrates an exceptional understanding of our app's intricacies, which enables them to assist our customers effectively. They effortlessly raise tickets via JIRA and consistently follow up with both our team and the customers during the resolution process. Their English proficiency is superb, allowing us to reduce our first response time from 28 hours to under 15 minutes. Moreover, the resolution time sees a remarkable 80% drop.

What is it about the company that you appreciate the most?

Their team's impeccable English skills are a game-changer for us, allowing us to provide a higher level of support to our international user base. This language proficiency is a unique strength of Helplama.

What was it about the company that you didn't like which they should do better?

None to mention.

Eilert Giertsen Hanoa

Outstanding Teamwork and Results

Rating Breakdown

  • Quality
  • Schedule & Timing
  • Communication
  • Overall Rating

Project Detail

$10001 to $50000
In Progress

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Review Summary

Because they are able to answer questions and offer thorough information, customer satisfaction levels increase. The quick and precise replies they provide to our prospects are really appreciated. They smoothly incorporate into our internal procedures, providing a quick and effective flow of information to our prospects.

What was the project name that you have worked with HelpLama?

Customer Service For Education Company

Describe your project in brief

We needed a partner who could provide exceptional phone and email support to address inquiries about our courses, campus locations, and other related details. Their team demonstrates amazing communication skills, allowing them to grasp intricate details about our course materials and campus locations. They spotlessly handle inquiries, and whenever they encounter challenging questions, they diligently follow up via email after confirming answers with the relevant department. Their commitment to following our prospect engagement process is particularly noteworthy.

What is it about the company that you appreciate the most?

Their team goes the extra mile to become knowledgeable about our courses and campus locations, which greatly enhance the quality of support they provide.

What was it about the company that you didn't like which they should do better?

We've located no issues.

Alex Smereczniak

The Team Care about Our Customers' Experience

Rating Breakdown

  • Quality
  • Schedule & Timing
  • Communication
  • Overall Rating

Project Detail

$10001 to $50000
In Progress

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Review Summary

Customer satisfaction levels see a significant boost, thanks to their prompt responses and proactive communication. Our delivery efficiency improves, with fewer instances of delayed orders.

What was the project name that you have worked with HelpLama?

Customer service for My Laundry Company.

Describe your project in brief

They provide 24/7 live chat and phone support for our laundry company. This includes staying in constant touch with our agents to communicate any potential delivery delays. They also coordinate effectively with our laundry shop and drivers, ensuring that customers are always kept informed about the status of their orders. Additionally, they make excellent use of backend software to track driver locations and assist customers accordingly.

What is it about the company that you appreciate the most?

Their ability to seamlessly integrate with our team and act as an extension of our brand is impressive. They truly care about our customers' experience, which was evident in their interactions.

What was it about the company that you didn't like which they should do better?

There's nothing more that we need to address.