Best 6 Customer Service Outsourcing Companies: In-Depth Overview

If you're currently planning to outsource your customer support, or want to find a new outsourcing partner after negative experience with previous, this article is for you. From several years of experience, we've developed a good sense of what businesses are looking for when they outsource customer service. 

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

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In this article, we're instead going to look at only 6 of the top companies based on the research (including ours) and provide a more in-depth look into each one.

We’ll compare and contrast the following in detail:

• Features
• Pros and Cons
• Available Plans
• Online Ratings (Capterra, Trustpilot, G2)
• Best fit 

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Let’s dive in directly!

SupportYourApp

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SupportYourApp offers a robust and scalable customer support solution since 2010, with a focus on quality and flexibility. While there are some limitations, such as the slow hiring process and lack of US-based agents, their strengths make them a compelling option for businesses looking to outsource their customer support needs, particularly startups and software companies.

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Services offered

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

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

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Strengths

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

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Weaknesses

• Slow Hiring Process: The onboarding of new agents can be lengthy, potentially impacting initial ramp-up times.
• Onboarding Fee: An additional cost on top of the monthly service fee.
• Only a few US-Based Agents: If US-based agents are a requirement, SupportYourApp may not be the ideal solution.
• Pre-Payment & Minimum Service Commitment: Requires upfront payment and a 3-month minimum commitment, which might be a hurdle for some businesses.

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Pricing Plans

SupportYourApp offers different plans with different scopes during onboarding.

1. Essential: Ideal for startups with a small customer base seeking a personalized touch.
2. Growth: Perfect for growing businesses requiring a wider range of expertise and ongoing guidance.
3. Advanced: Designed for established businesses with a large customer base, complex support needs, and high inquiry volume.
4. Enterprise: Tailored for businesses needing a custom support infrastructure to manage a variety of customer interactions.

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Best fit

SupportYourApp is a perfect fit for startups and software product companies seeking to outsource their customer support operations. They are well-suited for businesses that require multilingual support, 24/7 Coverage, scalable customer support solutions, a hands-off approach (SupportYourApp can manage everything). However, the solution is quite costly and not suitable for small businesses due to high prices for every plan. 

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Online ratings

‍Clutch Reviews: 5 out of 5

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Helpware

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Helpware is a digitally-focused Business Process Outsourcing (BPO) company based in Kyiv, Ukraine, established in 2015. They specialize in providing remote staff solutions for high-growth startups and tech companies.

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Services Offered

• Digital Customer Experience: Call center, answering services, chat, technical, and email support.
• Content Control & Verification: Content moderation, fraud prevention, abuse detection, and profile impersonation monitoring.
• AI Operations: Data collection, annotation, and analysis for image processing, video annotation, data tagging, data digitization, and NLP (Natural Language Processing).
• Back-Office Support: Research, order processing, data entry, account setup, data annotation, content moderation, and QA.
• Start-up Acceleration: Digital customer service, content control, AI operations, back-office support, microtasking, and human-in-the-loop solutions for startups.

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Strengths 

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

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Weaknesses

• Complicated Pricing: No transparent pricing structure; minimum commitment unclear. Information about minimum commitment not readily available.
• High Cost: $2,600+ per FTE, with additional fees for onboarding and smaller teams.
• Long Onboarding Process: 4 weeks for hiring and 2-3 weeks for training.
• Limited Oversight for Small Teams: QC and team manager not included for teams under 5 FTEs.
• Software Costs: Customer pays for software licenses (e.g., Zendesk).
• Extra Fee for 24/7 Support: Night and weekend support comes at an additional cost.

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Pricing Plans

Onepilot offers customizable customer support solutions with dedicated agents for businesses of all sizes. They have three plan tiers (Talent Only, Talent & Primary Support, Talent & Full Support) with increasing levels of included services (team leader, onboarding, CSM, etc.)  Additional features like continuous improvement and quality assurance are available as add-ons. Billing can be subscription-based, hourly, or transaction-based depending on team size and needs.

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Best Fit

Helpware is a good fit for established startups and tech companies seeking a dedicated, high-quality remote workforce with expertise in customer service, back-office operations, and AI tasks.  However, the high cost and complex pricing structure might be prohibitive for smaller businesses or those on a tight budget.

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Online ratings

Clutch reviews: 4.9 out of 5

Onepilot

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Onepilot is a French customer service outsourcing company specializing in remote, multilingual support for businesses worldwide. They offer 24/7 omnichannel coverage (email, phone, chat, social media, messaging apps) with a focus on scalability and cost-effectiveness.

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Services offered

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

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Strengths

• Transparent Pricing: Onepilot charges a per-ticket fee with tiered pricing based on volume.
• Scalable Support: They can adapt their services to your business needs, handling full-time support or specific peak periods.
• Omnichannel Coverage: Provides support across all major communication channels.
• Fast Response Times: Advertises quick response times across all channels (email, phone, chat, social media, messaging apps).
• Experienced Agents: Claims to employ agents with a minimum of 2 years of experience.
• Technology Platform: Uses a proprietary platform with AI to enhance efficiency and reduce costs.
• Minimal Onboarding: Quick onboarding process with a dedicated account manager.
• Multiple Ticket Integrations: Supports various popular ticketing software solutions.

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Weaknesses

• Clutch Reviews: Average rating (4.2 out of 5) with concerns about prioritizing ticket volume over quality customer service.
• Agent Incentives: Agents are partially compensated based on the number of tickets handled, potentially impacting quality.
• Limited Agent Location: Agents are currently based in France, UK, Germany, and Spain.
• Minimum Ticket Volume: Requires a minimum of 700 tickets per month.
• Uncertain Quality Control: Details regarding ongoing quality checks are unclear.

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Pricing Plans

Onepilot offers volume-based pricing. The cost per ticket decreases as your monthly ticket volume increases.  They have Local plans (presumably local agents) starting at £2.45 per ticket for 700+ tickets, Nearshore plans (likely neighboring European countries) for 1.5K-5K tickets at £2.25 per ticket, Offshore plans (further locations) for 5K-10K tickets at £2.15 per ticket, and Enterprise plans (high volume) with custom pricing.

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Best fit

Overall, Onepilot might be a good fit for companies needing fast, multilingual customer service with high volume. However, if quality interactions are crucial, further research is recommended.

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Online ratings

Trustpilot reviews: 4.2 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 businesses in the retail, SaaS, IoT, and travel industries across Europe and North America. They operate 24/7/365 and emphasize quality control and agent training.

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Services Offered

• Contact Center Outsourcing: 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, handling complex requests.
• Shared Bundles (5-6 agents working on 2-5 projects): Ideal for companies with low to medium customer request volume.
• Dedicated Bundles (dedicated agents or team): Ideal for companies with medium to high customer request volume.
• Additional Services (may require separate pricing): Virtual Assistance, Helpdesk, Admin Tasks & Back-Office Support.

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Strengths

• 24/7/365 Support: Provides round-the-clock coverage for all time zones.
• Multilingual Support: Offers support in over 10 languages with the ability to accommodate additional languages upon request.
• Omnichannel Coverage: Handles customer inquiries across all major communication channels.
• Multi-Level Support: Provides L0, L1, and L2 support options.
• Scalability: Offers both shared and dedicated solutions to adapt to your business needs.
• Data Security & Compliance: Claims adherence to GDPR, ISO27001, ISO9001, and PCI DSS (upcoming).
• Flexible Contract Terms: No long-term commitments required.
• CRM Integration: Works with various CRM platforms or can assist with selection and setup.

Weaknesses

- Complicated Pricing: Pricing structure not readily available; requires contacting sales for a quote.‍

- Pushy Sales Tactics: Clutch reviews mention a lack of structure and pushiness during qualification calls.‍

- Limited Transparency: Information about agent locations within Eastern Europe is unclear.‍

- Not HIPAA Compliant: May not be suitable for businesses requiring HIPAA compliance.

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Pricing Plans

Onepilot offers two customer support tiers: Shared Bundles and Dedicated Bundles. Dedicated Bundles are ideal for businesses with a high volume of requests or needing in-depth product knowledge. You get a dedicated agent or team familiar with your product for level 1 & 2 technical and customer support, with the option to participate in agent recruitment. Pricing is likely tiered or custom based on your needs.

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Best Fit

Wow 24/7 is a good fit for 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.  However, the lack of transparent pricing, potentially pushy sales tactics, and limitations of shared bundles might be drawbacks for some businesses.

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Online ratings

Clutch reviews: 4.9 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 emphasize quality, control, value, and transparency while offering a blend of human expertise, proven processes, and AI technologies.

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Services Offered

• Customer Support Outsourcing:
• Customer service representatives: The dedicated front line of customer support.
• Account managers: They manage your client relationships, ensure service excellence, and keep you informed.‍
• Customer success managers: Proactive team members focused on retaining  customers and driving long-term growth for your business.
• Customer onboarding specialists: Ensure a smooth and positive experience for new customers as they begin using your product or service.
• Customer renewals specialists: Help retain existing customers by focusing on renewal strategies and reducing churn.
• Dedicated vs. Co-managed Teams: Clients can choose between Support Ninja managing the team or handling it themselves.

Strengths

• Startup Focus: Tailored services and experience catering to the specific needs of startups.
• Certification and Security: Focus on compliance and security, potentially appealing to companies with stricter requirements.
• AI Integration: Leverages AI technologies to enhance customer experience and operational efficiency.
• Quality Assurance: Prioritizes high-quality support through dedicated models and CSAT score focus.
• Operational Control: Dedicated model offers clients full control over team sourcing and budget management.
• Open Communication: Values open and transparent communication with clients.
• Seamless Integration: Supports integration with popular customer support tools.
• Wide Range of Services: Offers a broad spectrum of customer support solutions beyond basic customer service.
• Multilingual Support: Offers support in 10+ languages.

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Weaknesses

• Limited Transparency: Specific pricing details requiring contact with sales representatives.
• Location Focus: Services primarily centered in the Philippines, focused on Sillicon Valley startups.
• Limited Independent Reviews: Information primarily from the company website, making it difficult to assess independent feedback.

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Best Fit

Support Ninja is a good fit for startups seeking a reliable and scalable customer support solution with a focus on quality, control, and AI integration.  Their dedication to startup needs, focus on value, and commitment to transparency make them a strong contender.  However, companies requiring more geographically diverse locations or extensive independent reviews might want to explore additional options.

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Online ratings

Customer reviews: 5 out of 5

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

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

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But before you dive into the table, be sure also to check out our in-depth guide:  "How To Choose Your Perfect-Fit Customer Support Partner", with key criteria to consider. 

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Conclusion: Unveiling the Perfect Fit Beyond 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 perfect outsourced customer support company to elevate 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. 

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Here at Everhelp, we take pride in our ability to tailor solutions to your specific needs and growth goals. We offer a wide range of customer support services beyond what's listed here, and our team of experts is happy to delve deeper into your business model to see if we are a good fit (still, we want you to choose what indeed is the best solution for you).

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Don't hesitate to schedule a consultation. We're excited to learn more about your vision and tailor a strategy that propels you forward.