CSAT score
quicker FRT
34%
Location
Spain
Languages
English
Channels
Email, Facebook Messenger, WhatsApp
Tools
Not implemented
Services
Customer support
SMM
Team size
1 agent
Brava Fabrics is a sustainable fashion brand known for its stylish and environmentally conscious clothing. Since its founding in 2015, the company has focused on creating timeless pieces using high-quality, eco-friendly materials. Designs are developed at the brand’s headquarters in Barcelona, often in collaboration with international partners. By working closely with ateliers in Spain and Portugal, personally connecting with the tailors, Brava Fabrics continues to demonstrate its commitment to ecological sustainability and ethical production.
EverHelp is an industry-leading provider that combines human + AI efforts to deliver custom support outsourcing services. Since our founding in 2021, we have scaled from 5 employees to 1,000+ agents across 4 continents and have worked with over 100 clients. But great support today isn't just about people, but about pairing the right humans with the right technology.
That's why we combine our expert agents with Evly, our proprietary AI customer service agent built on everything we've learned about delivering exceptional customer experiences. The result? A seamlessly blended human + AI support model that helps our clients:
Brava Fabrics initially approached us since they experienced challenges in managing support operations effectively. When we started working on the project, we found the key pain points to be:
During the first 6 months of our collaboration, we focused on supporting their existing team and improving ticket handling.
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.
Jason Ferguson
Sr Director at Outsourced CX Services Company
As of now, we have discontinued our collaboration with Brava Fabrics. If the opportunity arises, we would be glad to provide our support services once again.
FAQ
Brava Fabrics, a sustainable fashion brand from Barcelona, was struggling to manage customer support effectively during peak seasons. Their in-house team had limited capacity, ticket backlogs were growing, and both first response times and average handling times were too long. They needed an external partner to reinforce their team and keep service quality high during volume spikes.
EverHelp added 1 dedicated agent to work alongside Brava Fabrics’ existing in-house team, covering three support channels — email, Facebook Messenger, and WhatsApp. This lean but focused setup was designed to absorb peak season ticket surges without disrupting the existing team’s workflow.
The EverHelp agent handled over 6,300 tickets per month for Brava Fabrics. This consistent throughput allowed the brand’s internal team to focus on more complex or strategic tasks while EverHelp maintained frontline customer communication across all three channels.
EverHelp reduced Brava Fabrics’ first response time by 34.2%, bringing it down to 13 hours and 10 minutes, and cut the average resolution time by 9.7% to 21 hours and 40 minutes. Most importantly, the brand achieved a 95% CSAT score — a strong result for a high-volume eCommerce operation during peak season.
EverHelp completed the agent onboarding ahead of Brava Fabrics’ busy season, with no delays. QA processes were set up on schedule from day one, ensuring quality was monitored from the very start of the engagement. The client noted EverHelp’s flexibility and quick adaptation when priorities shifted.
The Brava Fabrics partnership demonstrates that impactful support doesn’t always require a large team. By deploying a single well-trained agent across the right channels with proper QA in place, EverHelp helped a growing sustainable fashion brand hit a 95% CSAT score and cut response times significantly — proving that focused, quality-first outsourcing can deliver outsized results even at lean scale.
See what our clients have to say about the way we handled their support.
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 has quickly understood our business and adapted to our way of working. Their team felt more like an extension of ours than an outside vendor.
Thanks to the efforts of EverHelp, our customer satisfaction increased significantly and we achieved a 4.8/5 rating on product review platforms.
In over 30 years of entrepreneurship, I have rarely worked with a team this professional and responsive.
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 has quickly understood our business and adapted to our way of working. Their team felt more like an extension of ours than an outside vendor.
Thanks to the efforts of EverHelp, our customer satisfaction increased significantly and we achieved a 4.8/5 rating on product review platforms.
In over 30 years of entrepreneurship, I have rarely worked with a team this professional and responsive.
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