Who we are, why we are, and how we work

Hi, We are HelpFlow. Let's Build Your Success, Together

Since 2015, we've been helping eCommerce brands build and manage remote teams. What started as providing live chat and customer service teams has evolved into the most robust solution for eCommerce brands today to build rockstar remote teams for live chat, customer service, marketing help, and even specialized roles.

$100M+

Revenue Generated

100+

Team Members

100+

Client Partners

10,000+

Engaged / DAY 💪

Our story

After nearly 10 years, we’ve cracked the code on building remote execution teams

HelpFlow started with our CEO running marketing for brands and testing live chat. Conversions increased, but staffing agents 24/7 was difficult for clients. We built a solution providing live chat agents from the Philippines to be online 24/7 answering visitors questions and driving conversions.
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After driving millions in revenue through live chat, we expanded to help our client partners with a managed customer service team offering. By providing great customer service along with robust analytics and management infrastructure, we turned customer service from a cost center to a profit driver for our client partners.

With our extensive experience building remote execution teams based in the Philippines, Clients began asking for additional support with marketing roles, operations roles, and much more. We now provide marketing assistants as well as recruiting for specialized roles.

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Our Values

What we value. How we think.

Since the beginning in 2015, we've focused on providing high level "business partner minded support" to our clients, rather than the lowest cost "outsourced agents" other companies have pitched for decades. If you want to to build a high performing, connected, and sustainable remote team that can execute, you're in the right place.

Partnership

We don't think of Clients as "deals" or "accounts", and our Clients don't think of us as a vendor or a bill. We are Partners, building success together. 

Design for Success

We are intentional in planning our work and pursuing project goals. Sometimes this requires slowing down to achieve the end goal faster.

Level Up / Be Greatness

We always seek to improve our work, ourselves, and the teams we build success with. We expect this mindset in all who we collaborate with.

Own The Outcome

We ensure clear ownership in projects. Support is encouraged, but ownership means there is ultimately 1 person accountable for the outcome.

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Our Team

Meet the team at HelpFlow

We’re a team of sharp, passionate, and dedicated experts building our version of success, together. We have over 100 team members, a few of which you can see below. We look forward to meeting with you directly soon!

Jon

Founder And CEO

Jae

Operations Director

Angel

Marketing Manager

Jelaine

Sr Client Success Manager

Jarwin

Operations Manager

Lis

Customer Experience Manager

Mark

Customer Service Operations Manager

Dem

Workforce & Recruitment Manager

Marky

Recruitment Service Operations Manager

Bryle

Product Manager

Cherry

Learning Solutions Manager
Get in touch
Our Team

Meet the team at HelpFlow

We’re a team of sharp, passionate, and dedicated experts building our version of success, together. We have over 100 team members, a few of which you can see below. We look forward to meeting with you directly soon!

Get in touch

Jon

Founder and CEO

Angel

MARKETING Manager

Jarwin

Operations Manager

Cherry

learning solutions Manager

Mark

Customer Service Operations Manager

Tom

Sales Manager

Clarissa

MARKETING SERVICE
oPERATIONS MANAGER

Jae

Operations Director

Jelaine

Sr Client Success Manager

Lis

Customer experience Manager

Dem

Workforce & Recruitment Manager

Bryle

Product Manager

Marky

Recruitment SerVICE oPERATIONS Manager
In the Press

Our experience in action...

With nearly a decade of experience, we've built trusted partnerships with some of the biggest names in eCommerce. Below are a few articles we've published so you can dig deeper into our experience.

Robust CS Forecasting

With our customer service teams, we ensure Clients have robust management in place. This post with Gorgias, the largest HelpDesk for Shopify, goes deep into how we forecast customer service volume to ensure proper agent staffing.

Read more

Retailer CRO Checklist

Tinuiti is the largest independent performance marketing agency for eCommerce brands. All the back in 2017, we published an extensive CRO Checklist for retailers that still stands strong today.

Read more

Goldmine of Insights for Conversion Optimization

Not everyone will engage in live chat, even if they have a question. But you can use the insights you get from the conversations you do have to impact every single website visitor. Chat conversations are a window into the mind of the visitor, and you will start to see patterns after managing a reasonable number of chats.

Read more

Get a Great Team to Man the Live Chat

You must be prepared to have a direct conversation with people who are interested in buying from you. You’d want to show them that there are REAL and CARING HUMAN BEINGS behind the business. Keeping the live chat on — is not enough. You’d want to be fast at the same time. Make sure you have a team dedicated to answer all the questions.

Read more

Maximizing Conversions Using Live Chat With HelpFlow

One of the most effective way to save abandoned sales is by using Live Chat. There are 3 places where live chat can fit in to drive conversions. Our podcast episode with Wavebreak will discuss all of these and we’ll even share some live chat examples and case studies.

Read more

A 6-Step Framework to Recruit Top Agents

If you are like most ecommerce brands, you hire customer service reps when your team needs additional support to keep up with tickets. This purely reactive approach means your support team will always be buried in tickets or onboarding new team members. The constant scramble means they’ll never have the bandwidth to think strategically, improve processes, or work on higher-impact initiatives to help the business.

Read more

Want to build a remote team? Get in touch today!

Book a Strategy Call
Who we are, why we are, and how we work

Hi, We are HelpFlow. Let's Create Success Together

Since 2015, we've helped eCommerce brands drive more revenue, increase lifetime value, and create great customer experiences. In line with our value of Partnership with clients, you can learn below about our journey, how we think and how we operate. From there, you will know if we're the right partner to create your success, together.

$500M+

CX Attributed Client Sales

10,000+/Day

Happy Customers Helped

100+

Rockstar Employees

Our story

We've Cracked The Code on Revenue Driven CX

The idea for HelpFlow started in 2015, when our CEO was running marketing for brands and started testing live chat. Conversion rate increased, but staffing live chat full time was difficult for clients.

HelpFlow was born as a solution to this problem, providing 24/7 live chat agents to help visitors and drive sales. Through hands on and methodical partnership with Clients, we quickly grew to over $1M in annual revenue.

Now, after nearly a decade and $500M+ in CX client revenue, we provide fully managed CX Operations. If you want to drive revenue, increase lifetime value, and leverage the power of AI to level up, we're the partner to work with.

The Journey

After seeing that brands could drive significant conversions by having live chat agents available 24/7, our CEO hired our first Agent and HelpFlow began.

Working closely together, they created the initial done for you live chat service, rapidly iterating on the process, technology, and teamwork needed to represent clients well.

With a keen focus on crafting a great culture, the company grew to 25+ team members very quickly. With the support of mentors, the CEO built a robust leadership structure and made a few key management hires with experience scaling a customer service operation like HelpFlow.

By 2019, HelpFlow had grown significantly and was in a position to continue to scale rapidly. Then Covid hit...

To Success, Together

By 2020, HelpFlow had 100+ Clients, 100+ employees, and an operations and management routine that empowered the team to create success for clients consistently.
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Then the Covid Pandemic hit. While many companies struggled, HelpFlow was able to grow significantly. This growth was the result of a strong company culture, effective management that was ready to be battle tested, and a bit of luck being well positioned for eCommerce Covid growth.

Now, years later we're in an era of AI disrupting how customer service is done. But rather than flounder, HelpFlow is again at the forefront - helping clients leverage AI in CX.

Our teams are more efficient than ever, our clients are able to drive more revenue and increase customer lifetime value, and we continue to go deeper with our clients in partnership to drive success, together.
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Let's work together
how we think

Company Values

We've always focused on being partners with clients, operating as an extension of their team. Any company can hire low cost outsourced agents for routine tasks. But if you're looking to build a high performing, innovative, and connected CX team, we're the partner for you.

Design for Success

There is always a way to succeed. We find that way by methodically designing the path forward, and redesign as needed to ensure success.

Ownership

Failure results from lack of clarity and ownership. We define success clearly, and ensure everyone involved owns their role in achieving success.

Level Up

Success is achieved by doing your best, while constantly bettering yourself. We always learn, innovate, and improve to consistently level up.

Partnership

We don't think of our Clients as "accounts", and our Clients don't think of us as a "vendor". We are Partners, building success together. 

Get in touch
WHO IS HELPFLOW

Meet The Team

Our success over nearly a decade was created by 100+ rock star team members.

Jon

Founder And CEO

Jae

Senior Operations Manager

Jelaine

Senior Client Success Manager

Mark

CS Operations Manager

Jarwin

Live Chat Operations Manager

Dem

Senior Support Manager

Lis

Customer Experience Manager

Cherry

Learning Solutions Manager

Bryle

Product Development Mananger

Angel

Marketing Manager
Recruitment Manager Headshot

Marky

Recruitment Manager
A headshot of Haydee CSM

Heidi

CS Operations Manager
Partner Manager Headshot

Reicele

Partner Manager
Account Strategist Headshot

Jeremy

Account Strategist
HelpFlow Employee

Ian

WFM Manager
Get in touch
In the Press

See Our Expertise in Action

With nearly a decade of experience, we've built deep partnerships with some of the biggest names in eCommerce. Below are a few articles we've published so you see how our experience can help you accomplish your goals.

Robust Customer Service  Forecasting

With our customer service teams, we ensure Clients have robust management in place. This post with Gorgias, the largest HelpDesk for Shopify, goes deep into how we forecast customer service volume to ensure proper agent staffing.

Read more

eCommerce Conversion Optimization

Tinuiti is the largest independent performance marketing agency for eCommerce brands. All the back in 2017, we published an extensive conversion optimization checklist for ecommerce stores that still stands strong today.

Read more

Maximizing Conversions With Live Chat

One of the most effective ways to save abandoned sales is by using live chat in your checkout process and in your cart recovery campaigns. In this podcast interview with Wavebreak, our CEO goes deep into how to use live that throughout your cart recovery campaigns to maximize conversions.

Read more

Hiring Customer Service Agents

As an ecommerce brand, you've experienced the challenges of hiring great customer service agents. In this blog post with Gorgias, we dive deep into the 6 step hiring process we've used to hire 100s of great customer service agents over the years.

Read more
artificial intelligence (AI) EXPERTISE

Our AI Mindset

We embrace AI while others see fear.  We cut through the noise of a crowded marketplace, providing clear and actionable AI solutions that are easy to understand and implement.  We achieve this by following these three core principles:

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Technical
Expertise

We are builders with a deep understanding of AI.  This enables us to drive results with a new technology.

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Be Platform
Agnostic

We choose the best AI platform per Client, use case, and tech stack - not per partnership or referral fee.

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We Manage AI
Like Humans

AI can replace human processes when you architect and manage it similarly to how humans work.

Ready to Level Up Your CX? Get In Touch With Us Today!

Book a Strategy Call