HelixCare Contact Solutions — Expert Customer Care Outsourcing

Who We Are

Founded in 2012, HelixCare Contact Solutions is a customer care company specializing in multichannel support for e-commerce, SaaS, fintech, healthcare, and logistics brands. We operate 24/7/365 with 1,150 agents across three hubs and two satellite sites, delivering an average first response time of 11 minutes in chat, 1 hour 42 minutes in email, and a 26-second average speed of answer for voice. Our 2024 audited CSAT across all programs is 92.4% (n=3.1M surveys), with a rolling 12-month NPS of +58.

Headquarters: 600 Mission St, Suite 1200, San Francisco, CA 94105, United States. Regional operations: Friedrichstraße 76, 10117 Berlin, Germany; and 111 Somerset Rd, Level 9, Singapore 238164. Main line: +1-415-555-0179 (US), +49-30-555-04040 (EU), +65-6661-2345 (APAC). Website: https://www.helixcare.co. We support English, Spanish, German, French, Portuguese, and Tagalog natively, with ad‑hoc coverage for Italian and Dutch on request.

Services and Channels

We offer fully managed customer care across voice, email, chat, social, in‑app messaging, and community moderation. Programs can be built as dedicated teams (minimum 8 FTE) or shared pods (minimum 160 hours/month) depending on volume and specialization. Standard SLAs include 80/20 for calls (80% answered within 20 seconds), 90% chat pickup within 45 seconds, and same‑business‑day resolution on 85% of non‑urgent tickets; SLAs can be tightened for premium tiers.

Every engagement includes playbook creation, macros and knowledge base setup, multilingual QA, workforce management, and weekly reporting. We operate on your tooling or ours, with PCI-DSS compliant call recording options for payments, HIPAA-aligned workflows for PHI, and secure PII handling via data loss prevention policies. Peak scaling is supported via elastic staffing backed by 180 cross-trained reserve agents, enabling 2–4x surge handling within 48 hours.

• Channels: Voice (inbound/outbound), Email, Live Chat, SMS, WhatsApp, Facebook/Instagram/Twitter/X DMs, Apple Messages for Business, Google Business Messages, in‑app SDKs.
• Use cases: Order management, subscription billing, Tier 1–2 technical support, RMA/warranty, KYC/AML verifications, appointment scheduling, claims intake, and B2B account desk.
• Quality guarantees: ≤2.5% abandonment in voice, ≥85% QA pass rate per rubric, ≤5% re‑open rate, and documented root cause analysis on any SLA breach within 24 hours.
• Languages and hours: 24/7 English and Spanish; European languages 06:00–22:00 CET standard, with 24/7 available for programs >12 FTE.

Technology, Security, and Integrations

Our stack supports enterprise-grade security and rapid integration. All endpoints are protected by SSO (Okta/Azure AD) with enforced MFA, device posture checks, and conditional access. Data is encrypted at rest (AES‑256) and in transit (TLS 1.2+). We maintain ISO/IEC 27001:2013 certification, SOC 2 Type II attestation (latest audit May 2025), and comply with GDPR and CCPA. For healthcare accounts, we sign BAAs and segregate PHI into HIPAA-aligned environments.

We connect to your systems via native apps or secure APIs. Average tool onboarding is 7 business days, including sandbox testing, role provisioning, and data mapping. Our reporting layer normalizes metrics across platforms, feeding a near‑real‑time dashboard refreshed every 5 minutes. Call center routing is powered by skills-based ACD with intent detection; email and chat triage use NLP classifiers trained on your corpus, achieving 92–95% tagging accuracy after two weeks.

• Helpdesk/CRM: Zendesk, Salesforce Service Cloud, Freshdesk, HubSpot Service Hub, Intercom, Kustomer.
• Telephony/CCaaS: Five9, Talkdesk, Genesys Cloud CX, Amazon Connect; PCI-redaction and pause/resume supported.
• E‑commerce/Order: Shopify, BigCommerce, Magento, Recharge, Stripe, Adyen, Braintree; real‑time order lookup with SLA-aware refund controls.
• Analytics/BI: Looker, Power BI, Tableau; raw exports via S3 or BigQuery. Status: https://status.helixcare.co.

Operations, QA, and Metrics

Staffing uses 26‑week historical forecasting with Erlang‑C modeling and a 10% shrinkage buffer for PTO/training. Schedules are published 14 days in advance with intraday reforecasting every 30 minutes. Average handle time (AHT) across 2024 was 4.3 minutes for chat, 6.7 minutes for voice, and 7.9 minutes for email. We target ≤2.1% call abandonment and ≥85% of calls answered within 30 seconds; current blended performance is 88% within target.

Quality assurance uses a double‑blind rubric with 1.5% minimum sampling rate or 5 contacts per agent per week, whichever is greater. Calibration occurs weekly with a permissible 2% score variance across evaluators. Agents receive 12 hours of initial product training, 6 hours of systems training, and 2 hours of compliance onboarding; continuous education averages 3 hours per month. We publish weekly scorecards featuring CSAT, QA, AHT, FCR (first contact resolution), re‑open rate, and escalation rate, accompanied by narrative insights and action plans.

Pricing and Contracts

We offer two primary pricing models. Hourly/FTE: US-based agents $48–$72 per hour, nearshore $38–$52, offshore $24–$35, inclusive of management, QA, WFM, and standard reporting. Interaction-based: email $1.10–$2.20 per ticket (≤5 touches), chat $0.80–$1.60 per conversation (≤10 minutes), and voice $1.60–$2.40 per minute or $4.50–$8.00 per call depending on complexity. A $6,000 monthly minimum applies; a $2,500 setup fee is waived on 12‑month commitments.

Volume discounts begin at 20,000 interactions/month (10%) and 50,000 interactions/month (15%). Premium SLAs (e.g., P1 15‑minute response, 24/7 multilingual coverage) carry a 10–18% uplift. Overage/shortfall true‑ups are reconciled monthly with a ±7% flex band to accommodate seasonality without penalty.

Standard terms: 12‑month agreement with a 30‑day termination for convenience after the first 90 days; 60‑day ramp‑down for dedicated teams. Data ownership remains with the client; we retain logs for 90 days by default, configurable up to 365 days. Payment terms are Net 30 via ACH or wire; credit card payments add 2.9% processing.

Onboarding Timeline and Playbooks

A typical go‑live is delivered in 30 days. Week 1: discovery workshops, SLA definition, access provisioning, and knowledge audit. Week 2: playbook drafting, macro construction, and QA rubric design. Week 3: agent training, sandbox operations, and IVR/chatbot flows. Week 4: soft launch with 20–40% volume, daily standups, and performance baselining; full cutover follows once CSAT and handle time stabilize within ±10% of targets.

Your playbook includes brand voice guidelines, escalation matrices (Tier 1–3 with exact handoff criteria), refund/appeasement limits by role, and scenario-based scripts with required/legal verbiage. We deliver 20–40 macros on day one for the top 80% intents, a searchable knowledge base with version history, and an on-call schedule for critical incidents. SSO is configured for both your and our tenants to enforce least‑privilege access, with quarterly access reviews.

Case Studies and Results

D2C Apparel (US, AOV $78): 18 FTE blended team handling voice, chat, and email reduced first response time from 6h12m to 54m in 45 days. CSAT rose from 87.1% to 94.6%, while WISMO ticket volume dropped 28% after we implemented proactive shipping notifications and a self‑service portal. Annualized savings: $412,000 through deflection and improved first contact resolution.

B2B SaaS (EU, ARR $42M): 12 FTE Tier 1/Tier 2 desk consolidated three helpdesks into Salesforce Service Cloud, cutting re‑opens by 41% and reducing churn‑related escalations by 19%. We introduced a priority matrix aligning P1 (15‑minute response, 2‑hour restore) and P2 (1‑hour response, 8‑hour workaround), achieving 99.1% SLA adherence over 9 months. Fintech Wallet (APAC): KYC verification team processed 22,000 verifications/month with a 97.8% same‑day clearance and a 0.18% false‑positive rate post‑model tuning.

Contact and Locations

Sales and scoping: +1-415-555-0179 (08:00–18:00 PT, Mon–Fri) or [email protected]. Support for existing clients: +1-415-555-0198 (24/7 NOC) or [email protected]. Visit https://www.helixcare.co for service details, and https://status.helixcare.co for real‑time uptime. Office visits are by appointment; tours available every Thursday at 10:00 local time at each site. Postal addresses: 600 Mission St, Suite 1200, San Francisco, CA 94105; Friedrichstraße 76, 10117 Berlin; 111 Somerset Rd, Level 9, Singapore 238164.

We staff an incident commander rotation for critical events with a 15‑minute engagement SLA. Data processing addendum and security whitepaper are available at https://www.helixcare.co/security. For RFPs, request our 2025 SOC 2 Type II report under NDA. If you need a costed proposal, share 90 days of contact volumes, channel mix, business hours, languages, and target SLAs; we return a forecast, staffing plan, and pricing within 3 business days.

Which company is best for customer service?

8 best customer service companies

• #1 Amazon: Self-service is the first step to serving customers.
• #2 Chick-fil-A: Appreciate customers to improve customer satisfaction.
• #3 The Ritz-Carlton: Technology makes it easier to adapt to customer needs.
• #4 Freshworks: Investing in customer relationships improves customer lifecycle.

What is customer care in a company?

Customer care is a way of dealing with customers when they interact with your brand, products, or services to keep them happy and satisfied. Customer care goes beyond customer service and support because it focuses on building emotional connections between brands and customers.

Which company is known for customer service?

Here are the 2025 top 15 brands with leading ASCI scores out of 100:

#	Company	Score
1	Apple	85
2	Chewy	85
3	LongHorn Steakhouse (Darden)	85
4	Nike	85

What are 5 examples of customer service?

What do great customer service examples look like?

• Responsiveness. Timely and efficient responses to customer inquiries can greatly boost satisfaction and build trust.
• Proactive support.
• Quick resolution.
• Kind and professional communication.
• Accessibility.
• Knowledgeable staff.
• Consistency.
• Feedback loops.