EverHelp

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Overview

$5,000+

Min Project Size

< $25/hr

Avg Hourly Rate

1000 - 9999

Employees

2021

Year Founded

ABOUT EVERHELP

Your trusted customer support outsourcing partner

Our customer support strategy is straightforward — it is aligned with business objectives. Regardless of your business's size or location, we create a support model tailored to your unique requirements. EverHelp provides 24/7 support across all major customer channels, offering assistance in over 30 languages through email, live chat, phone, social media, proprietary CMS platforms, and more. Our services include rigorous quality control to ensure your brand is represented as you intend. We aim to make support a direct contributor to business growth, which is why we adopt a data-driven approach: you receive regular reports with essential metrics and insights derived from customer behavior and feedback. Our objective is to pinpoint where support can have the greatest impact on your business — and ensure it achieves that. This strategy and dedication have led to our global recognition.

Languages Spoken

BulgarianCroatianCzechDanishDutchEnglishEstonianFinnishFrenchGermanHungarianItalian+9 more

HIGHLIGHTS

$5,000+

Min Project Size

< $25/hr

Avg Hourly Rate

1000 - 9999

Employees

2021

Year Founded

Services

Focus

Industries

Clients

Services Provided

100% Customer Support Outsourcing

About the Team

OUR STORY

Our Narrative At our company, we view customer support as a means to assist businesses in their growth. We leverage AI effectively and pair it with genuine human attention, ensuring that customers feel comfortable and companies can trust the results. We don't think outsourcing equates to a compromise. When executed properly, it relies on intelligent choices and tangible results. More than 90% of our staff remains with us long-term, gaining extensive industry expertise. Partnering with us means engaging with professionals who prioritize not just your customers but also your objectives.

TEAM PHOTOS

Portfolio

How Title scaled to 40K tickets with EverHelp

Title

Title is a fashion app with over 20 million downloads that provides personalized style services to users around the globe. The Challenge When the startup came to EverHelp, they lacked any customer support framework—no team, processes, or tools. They needed to establish everything from the ground up while ensuring a smooth user experience as their platform expanded. Our Solution EverHelp developed and scaled a comprehensive support operation from scratch. We implemented a tiered structure that addressed all critical touchpoints: To manage the increasing number of support requests, we introduced a custom-trained AI agent that now handles 65% of inquiries autonomously, and when combined with Title's existing chatbot, this automation has streamlined 74% of all public responses. The Results After four years of partnership, the outcomes are impressive. Title now manages up to 40,000 customer tickets monthly, with an initial response time of just one minute and an issue resolution wait time of six minutes, all while maintaining a refund rate of only 2.5% to 3%. The human support team transitioned from a 24/7 operation to a 16/7 schedule without compromising quality, and their Trustpilot score stands at 4.0 out of 5—reflecting the consistent support quality EverHelp provides across all channels.

StreetCrowd cut FRT by 83% — here's how

StreetCrowd

StreetCrowd is a shared mobility platform that links over 52,000 members with micro-mobility providers in Belgium, Germany, Hungary, and Canada. Users can earn rewards by transporting shared vehicles, charging electric vehicles, and fulfilling other service tasks, contributing to a community that has jointly reduced CO2 emissions by 1,449 tonnes. The challenge arose when they approached EverHelp; their support system was overwhelmed with a growing backlog that included 1-hour first response times (FRTs), full resolution times exceeding 70 hours, a lack of a centralized knowledge base, and no communication channels between agents and the technical team. Our solution involved a complete overhaul of their support operation. EverHelp established a dedicated team of 15 agents providing 24/7 coverage, created a centralized knowledge base, and introduced a direct escalation process to the technical team to address complex cases promptly. We analyzed the most common user issues and developed systematic resolution strategies for each one, implemented automatic ticket merging to reduce unnecessary workload, and introduced a self-service help section for users to resolve common problems on their own. Continuous training programs ensured that the entire team maintained up-to-date product knowledge. The results were remarkable: FRT decreased by 83% to just 10 minutes, mean time to resolution (MTTR) fell by 64%, and the team now manages over 5,000 requests monthly without any backlog.

Lumi: from 1 agent to 36 stylists

Lumi

Lumi is an AI-driven personal styling application that provides tailored outfit suggestions to over 100,000 women every day, considering their style preferences, body types, budget, and lifestyle. The challenge they faced was significant: when they collaborated with EverHelp, their support system was nearly non-functional, with one agent managing 600 tickets monthly, a first response time (FRT) of 20 minutes, replies taking as long as 2 hours, and a customer satisfaction (CSAT) rate stuck at 69%. Users were seeking genuine styling advice rather than standard ticket responses. Our solution involved a complete overhaul of their support system, emphasizing a styling-first strategy. We established organized workflows, created a specialized recruitment pipeline, and onboarded 36 expert stylists. To maintain quality as the operation scaled, we launched the Lumi Stylists School, an extensive internal training program that focused on product knowledge, communication skills, and personalized styling advice. This empowered stylists to offer authentic outfit suggestions tailored to each user's unique profile, transforming support interactions into an integrated part of the overall product experience. The outcome is remarkable: instead of one overwhelmed agent addressing 600 tickets per month, they now operate with a team of 36 specialists managing over 60,000 requests, achieving 20-second response times in chat, 3-minute FRT for emails, and a customer satisfaction rate of 92%.

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