- Founded
- 2015-01-01 in Wilmington, Delaware, United States
- Headquarters
- Wilmington, Delaware, United States
HelpGrid is a performance-driven BPO partner headquartered in Wilmington, Delaware, that specializes in omnichannel customer support and abandoned cart recovery for eCommerce brands, particularly in the health and wellness sector. Founded in 2015, the company has grown from a people-reliant sales model into a full revenue engine blending proprietary technology, practical AI, and human connection. Its core services—inbound customer support, cart recovery, and order taking—operate 24/7, and the company differentiates itself with a pay-on-performance pricing model that aligns incentives with client success. HelpGrid claims to have generated over $125 million in additional revenue for its partners and that recovered sales account for roughly 15% of clients' total revenue. The company is privately held with an estimated 191 employees and serves as a B2B outsourced solution helping eCommerce businesses improve customer retention and lifetime value.
Detailed Review
Company History and Founding
HelpGrid was founded in 2015 in Wilmington, Delaware, though the specific founder is not publicly identified. The company began as a people-reliant sales model and evolved into a technology-enabled revenue engine. Its early focus on health and wellness eCommerce allowed it to develop deep expertise in high-touch customer interactions, subscription management, and post-purchase engagement.
Business Model
HelpGrid operates on a pay-on-performance model, meaning clients pay only when HelpGrid generates additional sales. This reduces upfront risk and aligns the company's incentives with client outcomes—a departure from traditional fixed-fee BPO contracts. Revenue is generated through commissions on recovered carts, inbound conversions, and order-taking fees. The model builds strong client trust but may limit scalability compared to larger outsourcers.
Core Services
The company offers three primary services: Inbound Customer Support (24/7 phone, email, and chat handling inquiries, returns, and complaints), Abandoned Cart Recovery (proactive personalized outreach to shoppers who abandoned carts, with a claimed average recovery rate of 21%), and Order Taking (phone- and chat-based order processing). All services are supported by proprietary technology that integrates with clients' eCommerce platforms, providing real-time dashboards for performance tracking.
Market Position and Competitors
HelpGrid operates in the crowded BPO market but differentiates through its niche focus on health/wellness eCommerce and performance-based pricing. It competes with larger outsourcers like Zendesk and TaskUs but positions itself as a growth partner rather than a cost center. The company has not publicly disclosed major partnerships, clients, or industry recognitions, but its claimed revenue impact ($125M+ generated) suggests a solid client roster.
Leadership
Jeannie H. Mai is the Chief Executive Officer, confirmed via her LinkedIn profile and an Instagram post from Affiliate Expo. No other C-level executives (CTO, COO, CFO) or founders are publicly identified. The company's remote-first, global hiring model is reflected in its job postings listing "Worldwide Remote" locations.
Recent Developments
HelpGrid maintains a lean operation with approximately 191 employees visible on LinkedIn. It remains privately held with no disclosed funding rounds. Its website and social media presence focus on client results rather than corporate milestones. The company's continued growth relies on its ability to scale its performance-based model while maintaining high-touch service quality.
Key Products
Cart Recovery
Outbound and inbound call center service focused on recovering abandoned shopping carts, with an average recovery rate of 21%.
Customer Service
24/7 inbound support via phone, email, and chat, designed to handle customer inquiries and post-sale engagement.
Order Taking
Dedicated order-taking service for eCommerce brands, integrated with performance-based pricing ("pay on performance").
Abandoned Cart Recovery
A dedicated sales service that reaches out to customers who have left items in their online shopping cart, using live agents via phone, email, and chat to complete the sale. HelpGrid claims an average recovery rate of 21%.
24/7 Inbound Customer Service
Round-the-clock support teams handling customer inquiries across phone, email, and chat, aimed at maintaining high satisfaction for eCommerce brands.
Post-Sale Engagement
Follow-up services designed to re-engage existing customers, strengthen loyalty, and drive repeat purchases through personalized interactions.
Proprietary Revenue Engine
An internal platform blending automation, AI, and human agents to help sales teams sell faster, stay compliant, and make smarter decisions. This technology can also be used by in-house teams.
Inbound Customer Support
24/7 multichannel support (phone, email, chat) for eCommerce brands, handling inquiries, returns, and general customer service.
Pay-on-Performance Model
Pricing structure where HelpGrid is compensated only when it generates additional sales for clients, reducing upfront risk for partners.
Sales Dashboard
Real-time performance tracking dashboard showing revenue recovered, conversion rates, and other KPIs.
Offices & Headcount
191 employees (approx.)
Key Persons
- Jeannie Mai
CEO