EverHelp

BACKGROUND

Please describe your company and position.

I am the VP of Grubhub

Describe what your company does in a single sentence.

Grubhub connects people with their favorite restaurants and delivers meals straight to their door.  Grubhub is a leading food-ordering and delivery marketplace on a mission to empower everyday convenience and champion merchants from coast to coast. Part of Wonder, a new kind of food hall that is revolutionizing the food industry by creating the super app for mealtime, Grubhub features more than 375,000 merchants in over 4,000 U.S. cities. Restaurants, grocery, and local merchants are the core of our offering—and the heart of the communities we serve. Our mission is to strengthen our roots, deepen our connections, and increase our positive impact. We strive to help merchants grow their businesses and experiment with new concepts.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?

• Increase overall customer satisfaction by providing faster, high-quality support.
• Improve how quickly and effectively customer issues are resolved.
• Reduce response times, especially for critical and complex customer requests.

SOLUTION

How did you find EverHelp?

• Online Search
• Clutch Site

Why did you select EverHelp over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from EverHelp were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We hired EverHelp to help with customer support, back-office tasks, and sales outreach. They assembled a team of nine people to manage email, phone, and chat support 24/7, making sure no customer was left waiting. To keep things efficient, they set up clear workflows and smart automation, which helped speed up responses and avoid mistakes.

Besides frontline support, EverHelp also handled important back-office work, like order adjustments, processing refunds, data entry, and reporting. They supported our sales team as well, helping with lead follow-ups and outreach.

Throughout the project, EverHelp stayed aligned with us through daily check-ins and weekly quality audits, which kept the service running smoothly and consistently.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Our cooperation with EverHelp has significantly improved response times, especially for complex customer requests. They also helped us reduce the number of negative reviews, which had been a problem before. Thanks to their support with customer service and back-office tasks, we were able to focus more on our core business, while still keeping a high level of customer satisfaction — something that was hard for us to manage on our own before.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

EverHelp demonstrated an examplary approach to project management: they always delivered on time and exceeded our expectations, which gave the whole team a peace of mind during our collaboration. All tasks were done on time with no delays. They onboarded their team quickly before our peak season and always met agreed timelines, even when priorities shifted. 

What was your primary form of communication with EverHelp?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

I was impressed with their flexibility and speed. EverHelp assembled a team in a matter of days, set up clear automated and standardized processes, and immediately brought our SLAs to a whole new level. EverHelp consistently delivered high-quality support, handled complex issues well, and followed our workflows perfectly. Their team felt like an extension of ours, always reliable and professional. Our overall experience with EverHelp has been excellent. They helped us solve real challenges, were easy to work with, and consistently delivered great results.

Are there any areas for improvement or something EverHelp could have done differently?

The experience has been great. EverHelp provided excellent service at a very fair cost. The value we got — in terms of improved support, reduced negative reviews, and saved internal resources — was well worth the investment.

BACKGROUND

Please describe your company and position.

I am the Sr. Director, Client Services for an outsourced CX services company.

Describe what your company does in a single sentence.

Our company delivers high-quality outsourced CX services at the lowest cost with unmatched speed and agility. We help companies seize opportunities, drive ROI, and mitigate risk across all international markets. We’re the team behind brands you know and love and provide on-demand customer support, content moderation, and community management services for top brands across digital platforms.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?

• Provide 24/7 customer support through chat and email, making sure customers always get timely help.
• Handle high volumes of support requests during peak seasons without delays or backlogs.
• Maintain high-quality responses while helping us scale our support and reduce the workload on our internal team.

SOLUTION

How did you find EverHelp?

• Online Search
• Referral

Why did you select EverHelp over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from EverHelp were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We hired EverHelp to support us with customer service, back-office work, and sales outreach. Their team managed 24/7 chat and email support, making sure our customers always got quick answers, even during busy peak times. They combined all our support requests into one easy-to-use platform, which made it simple to track and manage conversations.

Besides customer support, EverHelp also took care of back-office tasks like data entry and reporting, which saved our internal team a lot of time. On the sales side, they helped with following up on leads and handling outreach, making our sales process smoother. To keep everything running well, EverHelp had daily check-in meetings with us and did weekly quality audits to make sure their work stayed consistent and high-quality.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

EverHelp’s work made our response and resolution times much faster, which kept our customers happy. Their support model helped us handle requests smoothly at all times, even during slower periods, without wasting resources. Overall, they helped us improve customer satisfaction and gave us a reliable and scalable support system that we could count on as we grew.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

EverHelp did a great job managing the project. Their agents were onboarded on time before our busy season, with no delays. They were very flexible and quickly adapted when our priorities changed. EverHelp also set up quality checks (QA processes) right on schedule, making sure everything stayed on track. Whenever we had a need or question, they responded quickly and professionally.

What was your primary form of communication with EverHelp?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their systematic QA approach and ongoing performance reviews drove continuous improvements in our support metrics.

Are there any areas for improvement or something EverHelp could have done differently?

Overall, we were really happy with EverHelp’s work. If there was one thing we could ask for, it would be more proactive suggestions for optimizing our processes as we scaled. But really, EverHelp did an excellent job and met all our expectations.

BACKGROUND

Please describe your company and position.

I am the CEO, Board Member, Strategic Advisor of a virtual contact center

Describe what your company does in a single sentence.

Our company is a virtual contact center company that connects businesses with a network of remote, on-demand agents to deliver flexible and scalable customer support solutions.

Our company redefines modern customer service through tech-powered, human-led solutions. For 25+ years, we've supported some of the world’s most recognized brands with flexible, scalable, high-touch customer support solutions—built on care, trust, and performance. It’s not outsourcing, it’s outsmarting. Backed by over 25 years of experience, our company partners with organizations to provide reliable, high-quality customer support through a flexible outsourcing model. Our expertise spans industries, including retail, healthcare, insurance, and financial services, ensuring tailored solutions that drive customer satisfaction and business success.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?

• Expand and optimize our customer support team to scale with business growth.
• Ensure high-quality handling of a rapidly increasing volume of user requests.
• Provide reliable 24/7 omnichannel support to improve customer experience and satisfaction.
• Expand and optimize our customer support team to scale with business growth.
• Ensure high-quality handling of a rapidly increasing volume of user requests.
• Provide reliable 24/7 omnichannel support to improve customer experience and satisfaction.

SOLUTION

How did you find EverHelp?

• Online Search
• Referral

Why did you select EverHelp over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from EverHelp were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We hired EverHelp to handle both customer support and sales support as we were growing fast. They built a dedicated team for us, fully trained to match our company’s tone and processes.

EverHelp set up a 24/7 support team that managed chat and email requests from our users. They also created a knowledge base to help their team quickly solve common problems and give consistent answers.

To stay on track with our priorities, they held daily sync meetings with our internal team. This helped us stay aligned on updates, issues, and goals.

On the sales side, EverHelp helped with lead qualification and email outreach, supporting our sales team to increase efficiency.

Key Deliverables
Fully trained, dedicated support team.
24/7 chat and email support.
Custom knowledge base for fast issue resolution.
Daily sync meetings with our internal team.
Sales support: lead qualification and outreach.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

EverHelp helped us cut our first response time in half, so customers got help much faster. Their team handled around 5,000 customer requests every month without any backlog, which was a big improvement for us. This also reduced the workload on our internal team, allowing us to focus on other important tasks. Overall, their support made our customer service faster and more efficient.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We are very satisfied because the results have always been delivered on time, and they have been quite flexible, adapring on the go as our priorities changed.

What was your primary form of communication with EverHelp?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their professional approach and how quickly they got things done. They always stayed organized and delivered results fast. Also, working with their team was a great experience — communication was always smooth, friendly, and easy. They really felt like part of our team.

Are there any areas for improvement or something EverHelp could have done differently?

Honestly, we are very happy with EverHelp’s work. If anything, we would have liked to see even more proactive suggestions for improving our processes as the partnership grew. But overall, their team did a great job, and we have no major complaints.

BACKGROUND

Please describe your company and position.

I am the CMO of Claspo

Describe what your company does in a single sentence.

Claspo is a no-code pop-up builder designed to help businesses create engaging and high-converting pop-ups and forms without any technical expertise. It stands out with its user-friendly drag-and-drop interface, vast template library, advanced targeting and triggering rules, and robust gamification features. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?
We engaged EverHelp to reduce the burden on our internal team, focusing on tasks such as handling messaging, billing, and data entry. Their assistance enabled us to meet these goals and greatly enhance the quality of our services.

SOLUTION

How did you find EverHelp?

Online Search

Why did you select EverHelp over others?

• High ratings
• Pricing fit our budget
• Good value for cost

How many teammates from EverHelp were assigned to this project?

13

Describe the scope of work in detail. Please include a summary of key deliverables.

Consistent communication to keep everyone informed, essential updates to stay informed, ongoing training to enhance skills and knowledge, and real-time responses to address issues as they arise.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Our goal was to lighten the internal staff workload, which involved tasks like inbound/outbound messaging, client billing, and data entry. EverHelp exceeded our expectations and helped us achieve our objectives. I highly recommend their services to any business facing challenges. 
Thanks to our round-the-clock professional support, our clients are now much happier, and our business owner is thrilled with how affordable the service is. The quality of support is truly exceptional.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Amazing management, as well as people in the team.

What was your primary form of communication with EverHelp?

Virtual Meeting

What did you find most impressive or unique about this company?

The team includes support agents who are passionate about their work, and their retention rates are impressive.

Are there any areas for improvement or something EverHelp could have done differently?

It would be great to have a wider range of services, although EverHelp is evolving quickly, so I have no doubts about them.

BACKGROUND

Please describe your company and position.

I am the Head of Growth of the company

Describe what your company does in a single sentence.

We're a co-founding company that builds global tech businesses with outstanding CEE entrepreneurs

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?

• Create customer support as a function for R&D department launching over 100 MVPs annually (mobile apps and e-com mostly)

SOLUTION

How did you find EverHelp?

• Referral
• Other

Why did you select EverHelp over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Great process ownership

How many teammates from EverHelp were assigned to this project?

50-100

Describe the scope of work in detail. Please include a summary of key deliverables.

Everhelp was responsible for availability of on-demand dedicated teams to support new products from the day 1. Typical scope included creation of support flows, analytics infrastructure and continuous recruitment. Our typical SLAs were First Response time of 30-120 sec, 95%+ NPS and 0 Backlog maintenance

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Within the last 2 years we have created a number (10+) separate dedicated teams with Everhelp, which support our growing products whereas separate shared teams support the new new launches. Both structures continuously comply with our SLA requirement for FRT, NPS and Backlog

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Everything was delivered timely and our needs were met. The management team always provides us with the most suitable solution for our requests and suggests reasonable amendments based on our high level needs

What was your primary form of communication with EverHelp?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

I would highlight 3 key things:

1.  detailed transparent end-to-end analytics for each stakeholder level
2. recruitment excellence from cultural fit to onboarding process and
3. product oriented approach where the agents also help our marketing, product marketing, payment, qa and development teams to both incorporate customers' feedback into their roadmaps and make quick intra day bug fixes if needed

Are there any areas for improvement or something EverHelp could have done differently?

-

BACKGROUND

Please describe your company and position.

I am the Engineering Manager of Monzo Bank

Describe what your company does in a single sentence.

“Monzo is a digital bank that helps people in the UK manage their money easily through our mobile app.”

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?

• Reduce the number of repetitive support questions handled by our agents through automation.
• Free up our customer care team to focus on complex banking issues.
• Improve response times and overall customer satisfaction

SOLUTION

How did you find EverHelp?

• Referral
• Clutch Site

Why did you select EverHelp over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from EverHelp were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

EverHelp reviewed our support history, identified the most common customer questions, and built AI workflows to answer them automatically. They redesigned our help center, integrated the automation into our ticketing system, and created dashboards so we could track performance. Their agent also handled escalations while the automation was being trained. The key deliverables were the automation scripts, the updated help center, and the performance dashboards.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Within six months, around 90% of simple support tickets were handled automatically. Our average response time dropped from several hours to just a few minutes, and our agents could focus on more complex banking issues. This reduced stress on our team and customers noticed the faster service.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

EverHelp managed the rollout in clear phases, which made the transition easier for us. There were small delays at the start while fine-tuning the automation, but overall they stayed close to the timeline. They communicated well, listened to our feedback, and adjusted quickly when we needed changes.

What was your primary form of communication with EverHelp?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

They didn’t just hand over a tool they made sure the automation worked smoothly with our processes and felt natural for our customers. Their mix of people support and AI was very different from other providers we looked at.

Are there any areas for improvement or something EverHelp could have done differently?

The only thing we would have liked was faster training of the AI, but we understand this kind of work takes time. Overall, it didn’t affect the success of the project.

BACKGROUND

Please describe your company and position.

I am the President & CEO of Foundever

Describe what your company does in a single sentence.

Foundever® is a global leader in the customer experience (CX) industry. With +150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?

• To get extra customer support coverage during peak seasons when our internal teams were stretched.
• To reduce response times and maintain service level agreements.
• To improve customer satisfaction without hiring a large in-house team right away.

SOLUTION

How did you find EverHelp?

• Referral
• Clutch Site

Why did you select EverHelp over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from EverHelp were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

EverHelp provided us with one dedicated customer support agent, supported by an account manager. The agent handled our incoming emails, chat requests, and technical access issues, while the account manager managed weekly check-ins and provided progress reports.

Key Deliverables included:

Handling daily customer inquiries and resolving tickets within SLA timelines
Managing email and chat support to reduce backlog and improve response times
Assisting customers with technical access and account-related issues
Providing weekly reports, performance insights, and workflow recommendations
Supporting overall customer satisfaction by maintaining a consistent experience

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Everhelp's involvement had a clear and positive impact on our operations. Before bringing them on, our response times during peak periods often reached 8–10 hours, which created backlogs and affected satisfaction. With their dedicated agent in place, we brought this down to around 1 hour on average. As a result, our customer satisfaction scores increased by close to 10%.

Beyond the numbers, their support gave our internal team more breathing room to focus on complex issues and high-value interactions with customers. Having consistent coverage meant we didn’t have to worry about delays, and the weekly reports from the account manager gave us visibility into performance trends we hadn’t tracked before.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

EverHelp managed the project very effectively. Their account manager was always responsive and kept everything on track with weekly check-ins. Most deliverables were completed on time, and when there were occasional delays on more complex cases, they quickly asked for the information they needed from us and resolved the issues. Overall, their communication was clear, proactive, and made the collaboration smooth

What was your primary form of communication with EverHelp?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What stood out most about EverHelp was the flexibility of their model. We were able to start with just one agent instead of committing to a large team, which was perfect for our situation. The agent picked up our workflows quickly, so the transition felt almost seamless. On top of that, they were proactive in suggesting small improvements to how we handled support, which showed they weren’t just following scripts but really thinking about how to add value

Are there any areas for improvement or something EverHelp could have done differently?

At the start, it took a little time for the agent to fully match our brand’s tone of voice, and we had to give some feedback to fine-tune responses. The onboarding process also took slightly longer than we expected. That said, once these adjustments were made, the quality of support was consistent, and issues were resolved quickly.

BACKGROUND

Please describe your company and position.

I am the Director and Product Design Head of pet retailer. 

Describe what your company does in a single sentence.

Our mission is to be the most trusted and convenient destination for pet parents and partners, everywhere. We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?

• Our main goal was to optimise support processes to be able to process large volumes of incoming requests.
• Optimize support processes to handle high volumes of incoming customer requests.
• Reduce response times across live chat, email, and phone channels also Improve customer satisfaction and retention during peak seasons.

SOLUTION

How did you find EverHelp?

Referral

Why did you select EverHelp over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from EverHelp were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The scope of work involved a complete review and optimization of our customer support processes. EverHelp audited existing workflows, reorganized support ticket management, and created standardized procedures to improve efficiency. They also helped clean and structure the customer support database to ensure agents could quickly access and deliver relevant information. A dedicated team of over 20 trained support agents was onboarded and integrated into our systems, working across multiple time zones. EverHelp established clear KPIs and reporting processes, helping us reduce average response times by 30% and increasing the success rate of calls to 95%. Key deliverables included optimized workflows, organized data structures, a fully trained support team, measurable improvements in response time and customer satisfaction, and weekly performance reports shared with our leadership team.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The measurable outcomes from the project included a 30% reduction in average response times, a 20% increase in overall customer satisfaction scores, and a 23% improvement in customer retention rates. Additionally, the success rate of support calls reached 95%, demonstrating significant progress in both efficiency and quality of service.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Our team was greatly pleased to be working with EverHelp. Their time- and task-management were always on point. We are also especially grateful to Tina for always keeping us updated.

What was your primary form of communication witerything worked out pretty weh EverHelp?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

The fact that they monitored all the data and kept us regularly updated on the progress

Are there any areas for improvement or something EverHelp could have done differently?

For us everything worked out pretty well. Despite some of the solutions being a bit on the more expensive side, EverHelp was very helpful in accommodating our budget preferences 

BACKGROUND

Please describe your company and position.

I am the Senior Manager of Airtable

Describe what your company does in a single sentence.

Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. We believe in the transformative power of equipping anyone to build the software applications they wish existed – regardless of their technical skill. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?

• Build a 24/7 global support team – so our customers could always reach us, no matter the time zone.
• Reduce first response time – to ensure users received quick, helpful replies without long wait times.
• Set up consistent support processes – including a shared knowledge base and back-office systems to help our internal teams work faster and smarter.

SOLUTION

How did you find EverHelp?

Referral

Why did you select EverHelp over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from EverHelp were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

EverHelp offered us a complete, all-in-one customer support solution tailored to our needs. Their team worked closely with us from the start to ensure a smooth setup and long-term success.

They provided us with dedicated agents for email and live chat, along with social media support specialists to monitor and respond to user inquiries across all our platforms. This helped us establish reliable 24/7 customer support coverage, something we couldn’t have managed in-house at our scale.

In addition to staffing, EverHelp created custom templates, reply scripts, and response flows, which made it easier for agents to provide fast and consistent support. These materials not only saved time but also helped new team members get up to speed quickly.

They also supported us with back-office services, such as tagging and routing tickets, compiling user feedback, and keeping our internal records organized.

Key Deliverables:

A fully managed 24/7 support team across email, live chat, and social media
Custom response templates and knowledge base content
Ticket tracking, tagging, and escalation workflows
Back-office support and internal documentation updates
Regular reporting and performance reviews to ensure continuous improvement
Thanks to EverHelp’s hands-on support, our customer service has become faster, more reliable, and more scalable.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Working with EverHelp brought us real, measurable results that showed clear progress and success.

Thanks to the efforts of their expert support team, we were able to reduce our first response time and also cut down the average time it took to resolve customer requests. This made a big difference in how quickly and efficiently we could help our users.

As a result of these improvements, our customer satisfaction increased significantly, and we’re proud to share that we now have a 4.8 out of 5 rating on product review platforms.

We also saw:

A higher number of support tickets resolved on the first response
More consistent support across all channels (email, chat, social media)
Positive feedback from users about faster, friendlier service
Overall, EverHelp helped us level up our customer support and gave us the tools and team to keep users happy as we grow.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Our communication was easy and well-organized, and we are especially grateful to Valentyna for quickly answering all questions and resolving our concerns 

What was your primary form of communication with EverHelp?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their professionalism, speed, and willingness to get involved in our processes

Are there any areas for improvement or something EverHelp could have done differently?

--

BACKGROUND

Please describe your company and position.

I am the Negotiation Academy Developer of a beauty retailer.

Describe what your company does in a single sentence.

We are the largest beauty-specialist online retailer in Europe. We currently have online stores in 27 countries and we plan to expand in many more markets. The team aims to make high quality beauty accessible to people, a vision made reality by merging beauty and technology every day since 2004. 

We believe that beauty and health should be accessible to anyone because it has the power to give confidence and transform people. When people feel beautiful, they find it easier to achieve their goals and make the world around them more beautiful. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?

• Establishing 24/7 Customer Support: To provide our users with round-the-clock assistance, ensuring their questions and issues are resolved promptly, regardless of time zones.
• Scaling Support Team Efficiently: To rapidly grow our customer support team without compromising on quality, enabling us to handle increased volume during peak periods smoothly.
• Enhancing Customer Satisfaction: To improve overall customer experience by outsourcing to a specialized partner capable of maintaining high standards in communication, issue resolution, and product knowledge.

SOLUTION

How did you find EverHelp?

Referral

Why did you select EverHelp over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from EverHelp were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

EverHelp provided us with a comprehensive customer support outsourcing solution tailored to our specific needs. They assigned dedicated agents who specialize in handling customer inquiries through email and live chat, ensuring our customers received timely and accurate assistance. In addition to this, EverHelp supplied social media experts who managed interactions across various social platforms, helping us maintain strong engagement and promptly address any concerns or feedback.

They also developed customized templates and scripts, which significantly improved the efficiency and consistency of our agents' communication. This allowed our team to resolve customer requests faster and more effectively. EverHelp successfully set up a reliable 24/7 support system, enabling us to assist customers around the world, no matter the time zone.

Overall, their end-to-end service allowed us to scale our customer support operations smoothly while maintaining a high level of customer satisfaction and operational efficiency.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Thanks to the support of EverHelp’s expert team, we saw a noticeable improvement in our customer service metrics. We significantly reduced both our first response time and the average time it takes to process customer requests. These improvements helped us deliver a faster and more efficient support experience. As a result, customer satisfaction increased, and we achieved an impressive 4.8 out of 5 average rating on our product reviews.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

EverHelp demonstrated excellent project management throughout the entire partnership. Communication was smooth, clear, and well-organized, which made the collaboration efficient and stress-free. They consistently delivered all agreed-upon items on time and were highly responsive to our evolving needs. We especially want to highlight Valentyna, who was always quick to respond to our questions and proactively addressed any concerns. Her support made a significant difference in ensuring the success of the project.

What was your primary form of communication with EverHelp?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their professionalism, speed, and willingness to get involved in our processes were impressive.

Are there any areas for improvement or something EverHelp could have done differently?

We can't specify