EverHelp

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

BACKGROUND

Please describe your company and position.

I am the Director, Value Engineering & RFXIS of a software company 

Describe what your company does in a single sentence.

Our company provides a connected platform of solutions that helps organizations accelerate business transformation, improve time-to-market, optimize resources, and achieve strategic outcomes from ideas to impact.

OPPORTUNITY / CHALLENGE

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

• Enhance customer satisfaction and response times across all support channels.
• Streamline and optimize our internal back office processes to reduce operational bottlenecks.
• Provide scalable and flexible call center support to handle seasonal and peak-period demands.

SOLUTION

How did you find EverHelp?

• Referral
• Clutch Site

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.

EverHelp provided customer service outsourcing, back office support, and call center services for our company. Their team managed inbound and outbound customer communications across phone, email, and chat, handled technical support inquiries, and supported account management tasks. In the back office, they delivered services like data entry, CRM updates, document management, and workflow optimization. EverHelp also built a scalable call center operation to handle fluctuating demand, especially during product launches and seasonal spikes.

Key deliverables included a fully trained support team, seamless back office operations, a flexible call center infrastructure, regular performance and customer satisfaction reports, and a maintained knowledge base for faster training and service consistency. EverHelp continuously refined their services based on our evolving needs, ensuring both operational efficiency and an improved customer experience.

RESULTS & FEEDBACK

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

The collaboration with EverHelp delivered several strong, quantifiable results for Planview. Customer satisfaction (CSAT) scores improved by over 20% within the first three months. Average first response times across support channels decreased by 35%, significantly enhancing the overall customer experience. Additionally, the efficiency of back office processes improved by 30%, leading to faster internal turnaround times. During peak demand periods, EverHelp’s scalable call center model helped maintain service level agreement (SLA) compliance above 95%, ensuring consistent quality even with increased volume.

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

EverHelp managed the project efficiently, consistently delivering on time and responding quickly to our needs. They communicated clearly, adapted to changes easily, and kept everything on track with minimal oversight.

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?

EverHelp stood out for their ability to quickly understand our business needs, scale their support seamlessly, and maintain high-quality service with minimal ramp-up time. Their team truly felt like an extension of our own.

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

Everything went well

BACKGROUND

Please describe your company and position.

I am the Director of Quality Assurance of a fashion brand.

Describe what your company does in a single sentence.

We are sustainable fashion brand that blends stylish, vintage-inspired designs with eco-friendly practices to create limited-edition collections for conscious consumer

OPPORTUNITY / CHALLENGE

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

• Relieve Internal Team Workload our in-house team was overwhelmed with handling all customer support, so we sought to outsource and streamline customer service operations. This would free up internal resources to focus on strategic growth initiatives while maintaining high-quality support.
• Increase User Engagement and Satisfaction We aimed to boost customer satisfaction by providing personalized, high-quality support that resonated with our sustainability-driven brand. This included improving how we communicated our values and mission to customers.
• Improve Customer Support Efficiency We needed to reduce our average response time to customer inquiries, ensuring faster resolutions and a better overall customer experience, particularly during peak times and product launches.

SOLUTION

How did you find EverHelp?

• Online Search
• Referral

Why did you select EverHelp over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from EverHelp were assigned to this project?

12

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

We partnered with EverHelp to address the challenges in managing our customer support operations as we scaled. Their team was responsible for improving response times, enhancing customer engagement, and reducing the workload on our internal team, all while maintaining our brand’s tone and sustainability values.

Improved Response Times: EverHelp reduced our average response time to just 2 minutes and ensured 24/7 support, handling inquiries efficiently during peak periods.
Efficient Complex Issue Resolution: They managed complex issues, achieving an average resolution time of 6 hours, with a tiered system that prioritized urgent concerns.
Increased Engagement: EverHelp helped boost user engagement by over 90% by offering personalized support aligned with our brand’s mission of sustainability and authenticity.
Workload Reduction: By outsourcing customer support, we successfully reduced the workload of our internal team, allowing them to focus on strategic growth initiatives.

RESULTS & FEEDBACK

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

We achieved a customer satisfaction rate of over 90%, which marked a significant improvement and was the highest we've ever seen. EverHelp also reduced our average response time to just 2 minutes, allowing us to provide a much quicker and more efficient customer service experience.

In terms of user engagement, we saw a remarkable increase of over 90%, which directly contributed to higher customer retention. Additionally, they managed to resolve complex issues with an average resolution time of just 6 hours, streamlining our support process. Finally, by outsourcing our customer support, we were able to reduce the workload of our internal team, freeing them up to focus on other strategic priorities.

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

We were impressed with how quickly and efficiently they resolved our issues and also EverHelp’s project management was efficient and reliable. They consistently delivered on time and responded quickly to our needs. Whenever adjustments were required, they adapted seamlessly, ensuring our customer support operations ran smoothly without delays. Clear communication kept us aligned throughout the process. 

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 really stood out. They maintain a high quality of support through ongoing training and clear internal documentation. and ability to quickly adapt to our brand’s tone and values while providing high-quality, efficient customer support. Their responsiveness, professionalism, and proactive approach to solving problems made them stand out as a reliable partner

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

We are delighted with their work and continue cooperating with the EverHelp team. We have nothing to add here except our gratitude for a really effective cooperation