Helpware Tech Uganda

Helpware Africa delivers 24/7 customer support for e-commerce and SaaS—chat, email, and voice. Our teams are based in Kampala, Uganda, and staffed by degree-level CSRs trained on brand voice, de-escalation, and data hygiene. We staff rotating shifts to cover EAT, CET, ET, and PT, so you never miss a peak. Tooling & integrations Zendesk, Gorgias, Freshdesk, Intercom, Talkdesk/Five9, Help Scout; e-commerce (Shopify/Woo), CRM (HubSpot/Salesforce light use), payments (Stripe/PayPal handoffs). We adopt your stack, build macros, tags, and views, and align tickets to clear workflows and SLAs. What you get SOP-driven onboarding: knowledge base, canned responses, escalation map, and a “brand voice” guide. Measurable operations: SLAs on FRT/AHT/CSAT with weekly reporting (volume, backlog, contact drivers, QA). Quality program: scorecards per channel, calibration sessions, side-by-sides, and coaching plans. Coverage you can trust: email/chat in under agreed FRTs, voice with scheduled or on-demand hours. Continuous improvement: simple monthly CX experiments (deflection, macros, self-serve articles) and a 60-day roadmap. Use cases E-commerce Tier 1/2 support (order status, refunds, replacements, logistics ETAs). SaaS support (account access, billing, how-to, basic troubleshooting and triage). Seasonal scale (BFCM, launches), after-hours + weekend coverage. Back-office tasks: refunds, returns processing, chargeback responses, tagging, data cleanup. SLAs/KPIs we commonly run FRT: <2–5 min chat, <4–8 business hours email (or true 24/7 if required). CSAT: target 90–95% with root-cause notes on detractors. AHT and resolution time tuned to channel complexity. QA: 85–95% average with trend lines and coaching notes. Security & compliance Least-privilege access, shared credentials vault on your side, NDAs/DPAs on request, and clean-desk rules in our facilities. We align to standard best practices (we don’t claim formal certifications unless contracted tools require them). Why Kampala English-first, degree-level talent; excellent coachability; strong work ethic. You get the reliability of a process-driven BPO with the flexibility and cost efficiency of near/offshore staffing. Case studies available on request (e-commerce growth brand; B2B SaaS). Let’s scope a small pilot and earn the right to scale. Project Catalog Packages Starter (2 FTE, 5×8h): Email + chat, Zendesk/Gorgias setup, macros, basic QA, weekly report. Use when you need consistent business-hours coverage. Growth (5 FTE, 6×10h): Email + chat + scheduled voice, expanded KB, deflection playbook, dedicated QA analyst, weekly ops review. 24/7 Launch (8–10 FTE, 24×7): Full follow-the-sun, voice queue, advanced reporting (SLA heatmaps, drivers), monthly CX experiments. If you want, I’ll tailor these sections with your exact metrics, client logos (if permitted), and finalize Project Catalog entries with deliverables + FAQs.