EverHelp

BACKGROUND

Please describe your company and position.

I am the Operations Manager of a logistics company.

Describe what your company does in a single sentence.

We provide transportation and fulfillment services for businesses, including last-mile delivery and cross-border shipments.

OPPORTUNITY / CHALLENGE

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

• As our operations expanded across multiple European markets, customer inquiries increased sharply. Our internal teams couldn't scale customer support quickly enough. We needed multilingual coverage and faster response times without increasing internal headcount.

SOLUTION

How did you find EverHelp?

Online Search

Why did you select EverHelp over others?

Pricing fit our budget

How many teammates from EverHelp were assigned to this project?

6-10 Employees

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

EverHelp handled our email, live chat, and social media support. Their agents were trained on our delivery workflows, service options, and escalation rules. Support was provided in several European languages to better serve local customers.

They assisted with shipment tracking, delivery scheduling, address changes, and service-related questions. EverHelp also helped standardize response templates and introduced automation for common inquiries, such as shipment status updates and delivery confirmations.

Key deliverables included real-time ticket handling, strict response time SLAs, weekly performance reports, and continuous workflow improvements.

RESULTS & FEEDBACK

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

Within the first three months, our average first response time dropped from several hours to under one minute on live chat and under five minutes across all channels. Customer satisfaction increased by approximately 15%, and repeat inquiries decreased noticeably due to clearer, proactive communication in customers’ local languages.

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

Project management was structured and predictable. Onboarding, reporting, and workflow updates were delivered on schedule. When ticket volume spiked during peak shipping periods, EverHelp adjusted coverage quickly and communicated changes clearly.

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 ability to combine speed with accuracy. EverHelp managed to keep response times extremely low while still handling logistics-specific edge cases correctly and in multiple languages.

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

Early on, aligning on a few delivery exception scenarios took extra clarification. Once documented, these cases were handled consistently.

BACKGROUND

Please describe your company and position.

 I am the Head of Marketing of a software company 

Describe what your company does in a single sentence.

Ours is the affiliate tracking platform built for scalability and growth. It enables companies to launch, manage, and optimize affiliate, referral, and partner programs without limits.

OPPORTUNITY / CHALLENGE

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

• Multilingual Support Team coverage
• Support Reps to cover all time zones

SOLUTION

How did you find EverHelp?

Online Search

Why did you select EverHelp over others?

• Close to my geographic location
• Pricing fit our budget
• Good value for cost

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 supports our customer communication across several channels (email and chat), so we rely on them daily to keep service consistent. Before onboarding them, our own team struggled to maintain steady reply times and we had limited visibility into how support was actually performing. EverHelp introduced a clear structure and consistent reporting that helped us monitor quality and keep performance stable over time.

RESULTS & FEEDBACK

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

Faster reply times to customer inquiries across email and chat.
Higher QA scores on support interactions.
Fewer follow-up questions from customers, indicating clearer and more effective responses.
Improved visibility and consistent monitoring of support performance through structured reporting.

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

EverHelp demonstrated strong project management throughout our collaboration. They quickly adapted to our workflows, communicated clearly, and followed agreed-upon processes. Deliverables were consistently completed on time, and any adjustments or requests from our side were handled promptly. Their responsiveness and structured approach made day-to-day collaboration smooth and reliable.

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’s ability to quickly learn and adapt to our specific workflows and customer expectations stood out the most. This combination of flexibility, reliability, and tangible impact is what sets them apart.

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

So far, we haven’t encountered any significant issues. Communication is reliable, they respond promptly, and any minor concerns are resolved quickly. If anything, continuing to scale their proactive insights as our needs grow could add even more value.

BACKGROUND

Please describe your company and position.

I’m the Head of Support Operations at a B2B marketplace platform serving suppliers and retailers across Europe.

OPPORTUNITY / CHALLENGE

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

• We needed a partner who could handle our growing volume of supplier onboarding questions, order status requests, and account verification issues — especially during seasonal spikes. Our internal team simply couldn’t scale fast enough.

SOLUTION

How did you find EverHelp?

Referral

Why did you select EverHelp over others?

• High ratings
• Great culture fit
• Good value for cost

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 took over our email, live chat, and in-app message support for suppliers and retailers. They were responsible for learning our marketplace rules, inventory processes, and verification steps. Their team built new workflows for resolving account activation issues, standardized communication templates, and identified high-friction moments in our onboarding experience.

On top of that, EverHelp helped automate common inquiries like documentation requirements and order-tracking updates. Weekly reporting, quality reviews, and performance dashboards were part of the delivery, along with ongoing optimization of our help center articles.

RESULTS & FEEDBACK

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

Within the first 60 days, our average response time dropped from nearly 12 hours to under 30 minutes. Onboarding completion rates increased by 18%, and the volume of repeat questions decreased significantly thanks to clearer instructions and automation. Our support satisfaction rating also rose from 4.1 to 4.7 out of 5.

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

Their Delivery Manager kept everything organized and predictable. Tasks were delivered on schedule, and any request, from minor template changes to new workflow adjustments, was handled quickly. The team communicated proactively, especially during peak seasonal demand.

What was your primary form of communication with EverHelp?

Email or Messaging App

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

Their problem-solving mindset. Instead of just answering tickets, they constantly looked for inefficiencies and offered practical ways to fix them. Their blend of human expertise and AI automation made our support operations far more scalable.

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

In the beginning, the automation setup required a bit more clarification on our side than expected. Once we aligned the requirements, everything moved smoothly.

BACKGROUND

Please describe your company and position.

 I am the General Manager at a hotel 

Describe what your company does in a single sentence.

Ours is a boutique hotel chain across Southern Europe, providing personalized guest experiences that blend the unique charm of each location with modern comfort, attentive service, and thoughtful amenities.

OPPORTUNITY / CHALLENGE

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

• Provide reliable support for guest inquiries, bookings, and last-minute requests, especially during evenings and weekends when our front desk teams are offline.
• Ensure quick and professional responses that maintain our brand’s warm, service-oriented tone.
• Improve guest satisfaction and increase repeat bookings through timely and helpful communication.

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.

EverHelp managed both email and live chat support for our guests, particularly during evenings and weekends when our front desk teams were offline. They handled booking confirmations, answered questions about hotel amenities, and addressed special requests like airport transfers or late check-ins. The team also flagged urgent issues to our on-site staff and provided weekly summaries of guest concerns, helping us improve our services. Overall, EverHelp ensured that every guest received timely, professional, and friendly support, maintaining the warm and personalized experience our brand is known for.

RESULTS & FEEDBACK

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

Guest response times improved dramatically, dropping from a few hours to an average of 10 minutes. We saw more positive reviews mentioning helpful and fast service, and repeat bookings increased. The weekly summaries from EverHelp also helped us identify and fix common guest concerns, improving our overall service quality.

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

EverHelp was organized and professional throughout the project. They handled requests and updates quickly, never missed reporting deadlines, and adapted seamlessly whenever unexpected issues arose. Communication was clear, and they always kept us informed, making collaboration smooth and stress-free.

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 impressed us most was their friendliness and ability to capture our brand’s tone of voice. The agents communicated with the same warmth and attentiveness our guests expect, making every interaction feel personal and professional.

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

In the beginning, there was a small delay while they were learning our booking system. It would have been helpful if technical onboarding was completed a bit earlier. Other than that, the collaboration ran smoothly, and they adapted quickly to our needs.

BACKGROUND

Please describe your company and position.

I am the Chief Digital & Information Officer of Iberia Express

Describe what your company does in a single sentence.

IberiaExpress Logistics provides regional transportation and delivery services across Portugal, with a focus on last-mile logistics for individuals and small businesses.

OPPORTUNITY / CHALLENGE

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

• Make it easier for foreign citizens living in or moving to Portugal to access our services in English.
• Improve our customer support workflows so our team could spend more time on logistics.
• Reduce repetitive queries by creating clearer communication and self-service options.

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 handled all of our English-language customer service through phone and live chat. Their agents were trained on our delivery processes so they could give accurate updates on tracking, pricing, and scheduling. They also helped us improve how we managed support by setting up better ticket categories, response templates, and reporting. On top of that, they gave us regular feedback sessions that helped refine our communication style and made it easier for customers to use self-service options.

RESULTS & FEEDBACK

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

We saw a big improvement in how satisfied our foreign customers were, especially English-speaking clients who mentioned the clear and professional communication. Our average handling time for international inquiries went down by 35%, and our support team became more efficient thanks to the new workflows. Most importantly, our local staff could focus more on logistics instead of spending time translating or handling repetitive questions.

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

Their project management was smooth and well-organized. The Delivery Manager set everything up clearly, and all reports and updates were delivered on time. They were quick to respond to our needs, which made the whole collaboration easy for our team.

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 project management was smooth and well-organized. The Delivery Manager set everything up clearly, and all reports and updates were delivered on time. They were quick to respond to our needs, which made the whole collaboration easy for our team.

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

In the beginning, there were a few small adjustments needed for the agents to fully understand our local delivery policies. Once those were clarified, everything went smoothly without any issues.

BACKGROUND

Please describe your company and position.

I am the Vice President at Portage Point Partners of Portage Point Partners

Describe what your company does in a single sentence.

Portage Point Partners is a business advisory firm that helps companies improve performance, manage change, and navigate complex financial or operational challenges

OPPORTUNITY / CHALLENGE

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

• Provide reliable customer support outsourcing so our internal team could focus on high-level consulting work and client deliverables.
• Improve response times and ensure clients received quick, professional communication across channels.
• Build a more structured support process, including FAQs and proactive communication, to reduce repetitive inquiries.

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 managed our day-to-day customer support across multiple channels, including email, live chat, and social media. Their team quickly learned our services, communication style, and internal processes so they could represent our brand professionally. They handled incoming inquiries, tracked requests, and managed follow-ups to make sure no client was left waiting.

Key Deliverables:

Dedicated support agents trained on our business model
Full coverage of email, chat, and social media responses
A structured FAQ and support knowledge base to cut down repetitive questions
Regular reports on response times, customer satisfaction, and ticket resolution

RESULTS & FEEDBACK

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

Since partnering with EverHelp, our response time dropped from several hours to under 10 minutes on average. Client satisfaction improved, and we started receiving more positive feedback about how quickly and clearly we handled inquiries. Their proactive support, like suggesting process improvements and building an FAQ, reduced repetitive questions and freed up our consultants to focus on higher-value client work. Overall, support felt smoother and more professional, which reflected positively on our firm’s reputation.

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

Everhelp was very organized and responsive. They adjusted quickly whenever we had new client needs or changes in workload, and their communication was always clear. Reports came in regularly, and they kept us updated without us having to ask. Overall, they delivered on time and made the process easy for our team.

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 impresses us most about EverHelp is how quickly they've understood our business and adapted to our way of working. They didn’t just provide basic support they made smart suggestions to improve efficiency and reduce repeat questions. Their team felt more like an extension of ours than an outside vendor.

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

Honestly, there wasn’t much to improve. The only thing we’d suggest is continuing to expand their knowledge base even further as our services grow, so they can keep reducing repetitive inquiries. Otherwise, the experience was excellent.

BACKGROUND

Please describe your company and position.

I am the Executive (Co-Founder & CEO) of a booking agency

Describe what your company does in a single sentence.

We're a booking agency that connects live music venues and event organizers with vetted artists to create unforgettable performances.

OPPORTUNITY / CHALLENGE

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

• streamline hiring process and management
• Scale the business
• most cost efficient and premiere talent
• growth support

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 supported us by managing candidate sourcing, interviews, and training for our booking agency. Once we selected the right candidate, they provided full HR and IT support to help her integrate seamlessly into our operations. Their involvement allowed us to scale at a pace we could afford while keeping costs under control.

Key deliverables included:

Candidate sourcing and interview management
Onboarding and training support
HR and IT assistance for the new hire
Cost-efficient scaling solutions tailored to our growth stage
Access to a high-quality talent pool

RESULTS & FEEDBACK

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

Once we selected our candidate, EverHelp’s HR and IT teams provided outstanding support during onboarding and training. As a result, she quickly ramped up and is now performing at a level that would have been difficult and expensive to hire locally in Texas. Their involvement has made our scaling process more cost-efficient, and we’ve been able to manage growth smoothly without sacrificing quality

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

everhelp's project management has been exceptional. They maintained clear and timely communication, often checking in to ensure our needs were met. Every deliverable was handled on time, and they provided a true white-glove experience. Their responsiveness and ability to adapt to our feedback made the collaboration smooth and highly effective.

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?

The talent pool is unmatched. The processes and professionalism.

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

Not at all. It's a smooth process and working very well. they accomodate my needs on a customized basis.Working with everhelp is like having an entire HR departmentand IT department without having the payroll.

BACKGROUND

Please describe your company and position.

I am the Vice President of Engineering

Describe what your company does in a single sentence.

We're on a mission to change the way people eat, forever! From our 2011 founding in Europe’s vibrant tech hub Berlin, we’re evolving from the world’s leading meal kit company to the world's leading food solutions group. We delivered 243.3 million meals and reached 7.5 million active customers around the world in Q3 2022. Our group consists of six brands that provide customers with high quality food and recipes for different meal occasions. Every ingredient needed for our meals are carefully planned, responsibly sourced and delivered to your door when it’s most convenient for you. Only we give you the tools to achieve something delicious every day. Making a meal a delicious achievement - not just fuel for your day - takes a lot of work and smart people. From Designers and Copywriters to Data Scientists and DevOps Engineers, to potato farmers, pasta makers and the people who ensure every box is perfectly packed for every customer, we’re collectively disrupting the food supply chain and the multi-trillion-dollar food tech industry. 

OPPORTUNITY / CHALLENGE

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

• With EverHelp we could largely decrease our response times and our client review score raised by 0.8 points. Thanks to more optimised processes the overall CSAT for our business also improved by 15%
• By reducing response times and implementing optimized processes, we aimed to increase our client review scores and enhance overall customer satisfaction.
• Enhance overall customer satisfaction (CSAT) through optimized support processes and scalable service delivery.

SOLUTION

How did you find EverHelp?

Online Search

Why did you select EverHelp over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned
• They had extended expertise supported by high ratings

How many teammates from EverHelp were assigned to this project?

6-10 Employees

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

EverHelp first established a dedicated team of customer support agents that could easily scale to match our seasonal demand. This flexibility allowed us to efficiently handle significant spikes in customer requests without sacrificing quality.

In addition, EverHelp introduced automation technologies to help streamline the processing of repetitive customer inquiries, freeing up our team to focus on more complex issues.

They also implemented a structured feedback loop to monitor and track customer sentiment, providing valuable insights that supported continuous improvement in service quality.

key deliverables

A scalable support team that could quickly ramp up during peak periods
Automation systems to efficiently manage repetitive tasks
A feedback and reporting structure to track customer sentiment and service performance
Noticeable improvements in key metrics:

Response times significantly reduced
Client review score increased by 0.8 points
Overall CSAT improved by 15%

RESULTS & FEEDBACK

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

Partnering with EverHelp delivered strong, measurable results for our business.

We were able to significantly decrease our response times, leading to faster and more efficient customer interactions.
Our client review score improved by 0.8 points, reflecting the positive impact on customer experience.
Through more optimized support processes, our overall Customer Satisfaction Score (CSAT) increased by 15%, further demonstrating the success of the project in improving service quality and client satisfaction.

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

We were largely satisfied by the way EverHelp handled our project. They were always organised and their Delivery manager always stayed in contact with us, ready to answer all of our questions. We did have to modify our initial deadlines a little bit, but at the end of the day we believe it only served more food for our business. 

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?

We were mostly impressed by the level of organisation of their team. From the very start they have established a very clear work plan that was easy to monitor throughout our collaboration.

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

We did run into a couple of hurdles with the deadlines, however, we consider it mostly the result of our business specifics. And even with that in mind, EverHelp still handled everything professionally.

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.