Best 6 Customer Service Outsourcing Companies: In-Depth Overview

If you're currently planning to outsource your customer support and boost your customer satisfaction and loyalty or want to find a new outsourcing partner after a negative experience with a previous one, this article is for you. Based on several years of experience, we've developed a good sense of what businesses seek when outsourcing customer service. 

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Much of the existing information online about top customer service outsourcing companies provides a list of platforms, a few sentences, and shallow analyses of each. Still, it doesn't go into depth about any of them.

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Therefore, we'll examine only the six top companies in this article. The included descriptions are based on extensive research (including the one we conducted) and provide a more in-depth look at every option.

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We’ll compare and contrast the following in detail:

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• Features
• Strengths and Weaknesses
• Available Plans
• Best fit
• Online Ratings (Capterra, Trustpilot, G2)
  
  

Let’s dive in directly!

EverHelp

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EverHelp is a customer support outsourcing company specializing in customizable team solutions for businesses worldwide. We offer 24/7 multilingual (30+ languages) support across various channels (live chat, email, phone, social media, you name it), focusing on product knowledge and integration with your internal processes.

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‍Disclaimer: Yep, EverHelp is our own service. But we’ve done our best to present the information evenly. We’re interested in cooperation that benefits both sides only so we can share success stories. Of course, we are proud of our customer support outsourcing and further improving it with the services we would want to see ourselves (we also use it at our parent company every day). Learn more here and sign up for a free consultation to discuss your unique product needs.

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Offered Services

• Customer Support Operations: Our EverHelp experts can handle your entire customer care setup, from building and training your team to overseeing its growth.
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• Mobile App Customer Support: We provide dedicated support for mobile applications specifically tailored to the unique needs of mobile app users, ensuring a straightforward user experience.
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• Sales Support: We offer assistance in scaling up and expanding your sales efforts.
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• Technical Support: Our tech-savvy team is adept at resolving complex technical issues, keeping your operations running smoothly and customer satisfaction levels high.
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• Back-office Support: Our service includes solutions to streamline and optimize back-office functions so you can focus on core business activities.
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• Startup Support: We are ready to handle a growing business and take on all the key tasks of every stage of your business process operations so you can concentrate on product development and quality of work. 
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• Adjustable support team formats: We implement cost-effective solutions for scaling top-tier customer support so it matches your specific business needs and requirements.

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Strengths

• Positive Client Experience: Client testimonials highlight successful project delivery, responsiveness to needs, and a focus on product knowledge.
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• Transparency: We are upfront about different pricing models with no hidden fees.
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• Flexibility: Our service offers shared, dedicated, and talent-only team models to adapt to your needs. We also provide support in over 30 languages.
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• Scalability: We provide an opportunity to scale support teams up or down as your business grows.
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• Product Orientation: Our EverHelp agents are trained on your product to address customer inquiries and provide feedback for its improvement effectively.
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• Integration: EverHelp experts organize seamless integration with your internal processes and brand identity.
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• Omnichannel Assistance: We organize customer support efforts to cover all your primary communication channels (email, chat, phone, social media) and deliver timely assistance to your audience.
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• Security: Thanks to a multi-layered protection approach, we stay focused on data security.
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• Quality Control: Our service offers a dedicated QC team to oversee agent performance and provide ongoing coaching. Regular reporting with detailed analytics for various stakeholder levels is also available. 
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• AI Implementation: We use AI technologies to streamline ticket processing, route queries to the right support agents, and deliver real-time insights for data-driven product development.
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• Data-Driven Solutions: We collect, analyze, and report back real-time data collected from customer interactions to provide you with data-supported insights for continuous product improvement.

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Weaknesses

• Limited Independent Reviews: Most of our information comes from the company website, making independent feedback harder to evaluate. However, as a new business, we’re proud of our growing number of accessible Clutch reviews on the service quality. 
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• Pricing Details Available on Demand: The specific pricing structure, though transparent, is not instantly available and requires you to contact our sales team for a quote.
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• Some Languages Are Not Supported: Although we offer support in 30+ languages, others may not be available (you can specify information regarding a specific language via personal consultation).

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Pricing Plans

Our EverHelp service has a simple pricing policy that is adaptive to your business demands and size. We offer three flexible pricing options to fit your business needs:

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• Shared Team: Cost-effective and adaptable solution that grows with your company. Ideal for businesses seeking to work with a pool of support agents.
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• Dedicated Team: A high-performing support team focused solely on your business. Perfect for companies requiring a more customized approach and complete process control.
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• Talent Only: An option that gives you access to specialized support professionals. This solution is ideal for companies needing skilled agents and avoiding the overhead of full-service outsourcing.

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Best fit

EverHelp is a good fit for businesses seeking a scalable, product-oriented customer support solution focusing on quality, flexibility, and integration. Our shared, dedicated, and talent-only team options cater to companies with varying support needs. Businesses interested in examining more extensive independent reviews might want to explore additional options. However, our website offers many open case studies of satisfied EverHelp customers.😌

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Customer ratings

Clutch reviews: 4.9 out of 5

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SupportYourApp

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SupportYourApp has been a global service provider offering robust and scalable outsourced customer support solutions since 2010, focusing on service quality and flexibility. The company has some limitations, such as a slow hiring process and a lack of US-based agents. Yet, its strengths make it a compelling option for businesses looking to outsource their customer service needs, particularly startups and software companies.

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Offered Services 

SupportYourApp offers a comprehensive suite of outsourced customer support solutions, including:

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• Phone & Chat Support: Manage calls, emails, and live chats through their expert agents.
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• Social Media Management: Keep your social media presence buzzing with top-notch community management.
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• Technical Expertise: Get a customer care team that can tackle even the trickiest tech issues.
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• Assistance for eCommerce & Beyond: From online stores to back-office tasks, they've got you covered, no matter the industry.
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• 24/7 Multilingual Support: Ensure your customers are always cared for, regardless of time zone or language, with their multilingual support team.‍
  
  

Strengths

• Internally Developed CRM & Well-Set Processes: SupportYourApp utilizes its own CRM system and established processes to provide a smooth workflow and potentially better control over the quality of customer service.
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• Highly Skilled & Multilingual Agents: They boast a team capable of delivering support in 55 languages, catering to businesses with a global audience.‍
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• Flexible Engagement Models: They offer both shared and dedicated team options, allowing businesses to choose a model that best suits their needs and enhances customer satisfaction.‍
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• Focus on Quality: SupportYourApp organizes monthly quality checks to ensure consistent service delivery. For extra security, you can hire office-only employees or set up Amazon Workspace (which requires an additional fee). ‍
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• Experienced Account Management: Each project is additionally guided by a dedicated Account Manager for smooth communication and project oversight.‍
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• Scalability: SupportYourApp can adapt its services to accommodate growth in your business.
  
  

Weaknesses

• Slow Hiring Process: With SupportYourApp, finding and onboarding new agents can take up to 21 days, potentially impacting initial ramp-up times.
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• Onboarding Fee: The company has an additional cost for the hiring process on top of the monthly service fee.
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• Only a Few US-Based Agents: If you need US-based agents for your service team, SupportYourApp may not be the ideal solution.
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• Pre-Payment & Minimum Service Commitment: Requires upfront payment and a 3-month minimum contract, which might be a hurdle for some businesses (especially startups).
  
  

‍Pricing Plans

SupportYourApp provides multiple plans, each with different levels of support and service coverage.

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• Essential: Ideal for startups with a small customer base seeking to provide personalized customer assistance.
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• Growth: Perfect for growing businesses requiring a wider range of expertise and ongoing guidance.
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• Advanced: Designed for established companies with a large customer base, complex support needs, and a high volume of customer queries.
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• Enterprise: Tailored for businesses needing a custom support infrastructure to manage diverse customer interactions and reach high customer satisfaction rates.
  
  

Best Fit

SupportYourApp will prove to be a great customer service outsourcing partner for startups and software product companies seeking to outsource their customer support operations. They are also well-suited for businesses that require multilingual support, 24/7 Coverage, scalable customer support solutions, and a hands-off approach (as SupportYourApp can manage everything). However, the solution is quite costly and, therefore, unfit for small businesses.

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Online ratings

‍Clutch Reviews: 4.9 out of 5

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Helpware

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Helpware is a digitally focused business process outsourcing (BPO) company established in Kyiv, Ukraine, in 2015. It specializes in providing remote staff solutions for high-growth startups and tech companies.

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Offered Services

• Digital Customer Experience: The company provides call center solutions, answering services, and chat, technical, and email support.
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• Content Control & Verification: The service modifies content, prevents fraud, detects abuse, and monitors profile impersonation.
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• AI Operations: They utilize AI technologies for data collection, annotation, and analysis, as well as for image processing, video annotation, data tagging, and digitization. Additionally, they use NLP (Natural Language Processing) technologies.
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• Back-Office Support: As your back-office partner, Helpware will handle research, order processing, data entry, account setup, annotation, content moderation, and QA.
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• Start-up Acceleration: The company offers digital customer service, content control, AI operations, back-office support, micro-tasking, and human-in-the-loop solutions for startups.

Strengths 

• Focus on High-Growth Companies: Helpware tailors its services and support to the specific needs of startups and tech companies.
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• “People-First” Approach: They emphasize a strong company culture and employee well-being.
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• Qualified Sales Team: The service provides access to US-based sales reps with strong communication skills.
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• Dedicated Teams: Helpware offers dedicated staff explicitly assigned to match your company's needs (so no shared team option).
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• Scalability: They can adapt their services to grow alongside your business.
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• Fast Response Times: Helpware’s customers report excellent responsiveness from the service agents.
  
  

Weaknesses

• Complicated Pricing: Helpware doesn’t have a transparent pricing structure. Their minimum contract requirements are also unclear—information about minimum commitment is unavailable on the website.
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• High Cost: The price here is $2,600+ per FTE, with additional fees for onboarding and organizing smaller customer service teams.
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• Long Onboarding Process: The established periods are 4 weeks for hiring and 2–3 weeks for training.
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• Limited Oversight for Small Teams: The service doesn’t offer a QC or team manager for teams under 5 FTEs.
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• Software Costs: With Helpware, customers are the ones to pay for software licenses (e.g., Zendesk).
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• Extra Fee for 24/7 Support: Night and weekend support from the service comes at an additional cost.
  
  

Pricing Plans

Helpware offers three basic pricing models:

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• Talent Only: Includes a team of 2+ dedicated agents with other positions covered on a shared basis and requiring extra payment. Follows a subscription-based billing model ideal for companies looking for high-quality support with budget flexibility.
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• Talent & Primary Support: Covers the support team of 5+ dedicated representatives at a subscription-based or hourly rate. A perfect fit for businesses who want a self-sufficient primary support team to lighten the workload and query volumes.
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• Talent & Full Support: Provides a team of 25+ dedicated representatives with an hourly or transaction-based billing model. It will fit large or fast-scaling businesses looking to outsource the entire customer experience strategy and execution.

Best Fit

Helpware is among the service companies well-suited for established startups and tech companies seeking a dedicated, high-quality remote workforce with expertise in customer service, back-office operations, and AI task management. However, the high cost and complex pricing structure might make this customer service solution unsustainable for smaller businesses or those on a tight budget.

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Online ratings

Clutch reviews: 4.8 out of 5

Onepilot

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Onepilot is a French customer service outsourcing company that specializes in remote, multilingual support for businesses worldwide. It offers 24/7 omnichannel coverage (email, phone, chat, social media, and messaging apps) and focuses on the scalability and cost-effectiveness of outsourcing solutions.

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Offered Services

• Communication Channels: They handle both inbound and outbound calls, making sure you can connect with your customers effectively. They can also moderate your social media presence, ensuring a positive online experience for your customers and ultimately boosting customer loyalty.
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• Verification & Security: KYC verification and ID validation ensure the safety and security of your transactions.
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• Multilingual Support: They cater to a broad audience with multi-language support, including French, English, and all other European languages (with more languages on the way).
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• Order & Subscription Management: Onepilot can streamline your order management process and handle subscriptions for your customers.
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• Financial Services: They can process refunds for you, simplifying your financial operations.
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• Technical & User Support: The service provides technical support to your customers and manages user accounts.
  
  

‍Strengths

• Transparent Pricing: Onepilot charges a per-ticket fee with tier-based pricing depending on query volume.
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• Scalable Support: They can adapt their level of services to your business needs, handling either full-time support or just the specific peak periods.
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• Omnichannel Coverage: The service’s agents provide assistance across all major communication channels.
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• Fast Response Times: Onepilot advertises quick response times across all channels (email, phone, chat, social media, messaging apps).
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• Experienced Agents: The company claims to employ agents with a minimum of 2 years of service experience.
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• Technology Platform: They use a proprietary platform with AI to maximize efficiency and reduce costs.
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• Minimal Onboarding: Onepilot offers a quick onboarding process with a dedicated account manager overseeing it.
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• Multiple Ticket Integrations: The service supports various popular ticketing software solutions.
  
  

Weaknesses

• Clutch Reviews: Onepilot has an average rating (4.1 out of 5), with customers voicing concerns about prioritizing ticket volume over quality customer service.
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• Agent Incentives: With this service, the agents are partially provided based on the number of tickets handled, potentially impacting the assistance quality.
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• Limited Agent Location: Most Onepilot agents are currently based in France, the UK, Germany, and Spain.
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• Minimum Ticket Volume: The service requires customers to have a minimum of 700 monthly tickets.
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• Uncertain Quality Control: Onepilot doesn’t have openly accessible information regarding ongoing quality checks for their work.
  
  

Pricing Plans

Onepilot offers volume-based pricing. This means that your cost-per-ticket decreases as your monthly ticket volume increases. Additionally, they offer: 

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• Local plans: Service provided by presumably local agents, starting at £2.45 per ticket for 700+ tickets.
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• Nearshore plans: Customer service operations likely offered by representatives from neighboring European countries for 1.5K-5K tickets at £2.25 per ticket.
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• Offshore plans: Support delivered by agents from further locations for 5K-10K tickets at £2.15 per ticket.
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• Enterprise plans: Extra services for businesses with high inquiry volume at a custom price rate.

Best Fit

Overall, Onepilot might be a good fit for companies needing fast, multilingual customer service with high ticket volume. However, if quality interactions are crucial, we recommend looking further into other solutions.

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Online ratings

Trustpilot reviews: 4.1 out of 5

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Wow 24-7

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Wow 24-7 is a customer support outsourcing company based in Ukraine, Cyprus, and the USA. They offer multilingual (10+ languages) omnichannel (calls, emails, live chat, social media) support for retail, SaaS, IoT, and travel businesses across Europe and North America. The service operates 24/7/365 and emphasizes its quality control and agent training.

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Offered Services

• Contact Center Outsourcing: Wow 24-7 handles order-related issues, pre-sales/after-sales support, shipping/tracking, cancellations/returns, payments/refunds, usability troubleshooting, login/navigation issues, feature requests, notification modifications, technical support, refund processing, debt collection, system setup, and handling complex requests.
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• Shared Bundles: The service has 5-6 agents working on 2-5 projects, ideal for companies with low to medium customer request volumes.
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• Dedicated Bundles: Additionally, they provide dedicated agents or teams for companies with medium to high customer request volumes.
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• Additional Services: Working with Wow 24-7, you can also get virtual assistance, a helpdesk, admin tasks, and back-office support, though at an extra cost.
  
  

Strengths

• 24/7/365 Support: The service boasts round-the-clock coverage for all time zones.
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• Multilingual Support: Wow 24-7 offers support in over 10 languages and can accommodate additional languages upon request.
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• Omnichannel Coverage: The company handles customer inquiries across all major communication channels.
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• Multi-Level Support: It provides L0, L1, and L2 support options for various levels of customer engagement.
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• Scalability: This service offers both shared and dedicated customer support teams to adapt to your business needs.
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• Data Security & Compliance: The company claims adherence to GDPR, ISO27001, ISO9001, and PCI DSS (upcoming).
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• Flexible Contract Terms: Working with Wow 24-7 doesn’t require any long-term commitments.
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• CRM Integration: The service’s experts work with various CRM platforms and can assist with selecting and setting up your own system.
  
  

Weaknesses

• Complicated Pricing: The pricing structure is unavailable on the service’s website, so it requires contacting sales for a quote.‍
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• Pushy Sales Tactics: Many Clutch reviews mention a lack of service structure and pushiness during qualification calls.‍
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• Limited Transparency: Wow 24-7 doesn’t provide clear information regarding the agent locations within Eastern Europe.
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• Not HIPAA-Compliant: This company does not yet have the qualifications to correspond with HIPAA requirements, so it may not be suitable for businesses that require such compliance.
  
  

Pricing Plans

Wow 24-7 offers a bundle-based pricing model with 2 primary options:

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• Shared Bundles: Offers a trained team of 5–6 agents, working 24/7 in rotating shifts but simultaneously on 2-5 projects. This will be a good option for businesses with small or average request volumes and those seeking first-response Level 1 technical and customer assistance.
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• Dedicated Bundles: Provide either a dedicated agent or a team of 5+ representatives to work exclusively for your company. This solution is best for companies with larger request volumes and those seeking more in-depth and product-specific support.
  
  

Best Fit

Wow 24/7 will fit companies in the retail, SaaS, IoT, and travel industries seeking a scalable, multilingual customer support solution with 24/7 coverage.  Businesses with low to high volumes of customer requests can benefit from their shared or dedicated bundle options the most.  However, the lack of transparent pricing, potentially pushy sales tactics, and limitations of shared teams might be drawbacks for some of the smaller businesses.

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Online ratings

Clutch reviews: 4.8 out of 5

Support Ninja

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Support Ninja is a Philippines-based Business Process Outsourcing (BPO) company specializing in customer support solutions for startups, particularly those in Silicon Valley. They prioritize quality, control, value, and transparency while offering a blend of human expertise and AI technologies when establishing proven process solutions for exceptional customer service.

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Offered Services

• Customer Service Representatives: The service provides a dedicated front line of customer support agents.
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• Account Managers: They manage your client relationships, ensure service excellence, and keep you informed about the organized processes.‍
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• Customer Success Managers: Support Ninja provides proactive team members focused on customer retention and driving long-term growth for your business.
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• Customer Onboarding Specialists: Their service also equips you with a specialist to ensure a smooth and positive experience for new customers as they start using your product or service.
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• Customer Renewals Specialists: The company provides special assistance to help retain existing customers by focusing on renewal strategies and reducing churn.
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• Dedicated vs. Co-managed Teams: When working with the service, clients can choose between Support Ninja managing the team or handling it themselves.
  
  

Strengths 

• Startup Focus: The company offers tailored services and experiences catering to the specific needs of startups.
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• Certification and Security: They focus on compliance and security, potentially appealing to companies with stricter requirements.
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• AI Integration: The service leverages AI technologies to improve customer experience and operational efficiency.
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• Quality Assurance: Support Ninja prioritizes high-quality support through dedicated models with a focus on CSAT scores.
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• Operational Control: Through its dedicated model, the company offers clients complete control over team sourcing and budget management.
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• Open Communication: The service values open and transparent communication with clients.
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• Seamless Integration: They support integration with popular customer assistance tools.
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• Wide Range of Services: Support Ninja offers a broad spectrum of customer support solutions beyond basic customer service.
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• Multilingual Support: With this outsourcing company, you will find support agents providing assistance in 10+ languages.
  
  

Weaknesses

• Lack of Transparency: They don’t disclose specific pricing details, so you are required to contact sales representatives for a quote.
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• Location Focus: Support Ninja services are primarily centered in the Philippines and focused on Silicon Valley startups.
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• Limited Independent Reviews: The information about the service is available primarily on the company website, making it challenging to assess the provider through independent feedback.
  
  

Pricing Plans

Unfortunately, no pricing plans are available on the company’s website. The only way for you to learn the cost of possible customer support solutions is by contacting their sales representatives to get a quote for your specific business needs.

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Best Fit

Support Ninja can be a perfect fit for startups seeking a reliable and scalable customer support solution focusing on quality, control, and AI integration. Their dedication to startup needs, focus on value, and commitment to transparency in their work processes make them a strong competitor in the field. However, companies requiring agents from more geographically diverse locations or valuing extensive independent reviews about the outsourced services might want to explore extra options.

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Online ratings

Customer reviews: 4.5 out of 5

Top Customer Service Outsourcing Companies: Comparison Table Side-by-Side

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‍Feeling overwhelmed by all the presented options for customer support outsourcing? We get it! Choosing a customer service partner that is right for you is the key to success, and that's why we've created a comprehensive comparison table to help you navigate the different providers available.

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But before you dive headfirst into reading through the table, be sure also to check out our in-depth guide: "How To Choose Your Perfect-Fit Customer Support Partner", as it lists the key criteria you might want to consider during the choice process.

Conclusion: Uncovering the Perfect Fit Among Customer Service Providers

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With the right information and our comparison table as your guide, you'll be well on your way to finding the best customer service outsourcing provider to improve your business! However, while this article offers a great starting point, every business is unique, and the best way to choose is to schedule quick consultation calls with any of the preferred companies. 

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‍And don’t forget that here, at Everhelp, we take pride in our ability to tailor solutions to your needs and growth goals. We offer a wide range of customer support services beyond what's listed in this article, and our team of experts is happy to examine your business model more closely to see if we are a good fit. So, don’t hesitate to book a meeting with us! Ultimately, it’s up to you to decide what, indeed, is the best solution for your business.