• CSAT
95%
• FRT
>5 min
Location
USA
Languages
English
Channels
email, phone, billing, social media
Tools
Evly AI
Services
Customer support
Back-office
SMM
AI automation
Team size
64 agents
FORMA is a product company building tools for working with documents, including PDF editing and converting, as well as resume creation. Their suite of services has gained quite a recognition, becoming a popular tool for 15 million users across 180 countries.
Everhelp is a Result-as-a-Service ecosystem for customer support outsourcing. We believe great support drives real outcomes, and we deliver just that. That’s why, instead of offering standardized service packages, we first align with each client on their desired targets and then assemble a system of processes, trained agents, and AI technology to reach them.
Since our founding in 2021, we've scaled from 5 employees to 1,000+ agents across 4 continents. We've worked with 125+ clients and received 8 industry awards, which include (but aren’t limited to):
As we moved to a more complex human + AI support model, Evly, our proprietary AI customer service agent, has become a core part of our operation. Built on everything we've learned about delivering exceptional customer experiences and paired with our expert agents, it helps clients:
Our mission is simple: to turn your support operations into a real growth driver for your business.
The Forma project became our client back in May 2023. Back then, they were looking for an outsourced support partner to handle tickets 24/7 on one of their products - PDF editor app. When we started our collaboration, Forma had:
As FORMA was still a growing project, we decided to build a scalable support system to help them handle growing demand.
In addition to assigning dedicated agents to the project, we decided to help Forma optimise their processes through automation, powered by their chatbot and our AI assistant, Evly. This has helped:
What impresses us most about EverHelp is how quickly they've understood our business.
Jonathan Roth
VP at Portage Point Partners
Forma is one of our quickly growing clients, and as such, our primary focus for the near future is to:
FAQ
When Forma came to EverHelp in May 2023, they had 1 support agent handling 700 monthly tickets via email only. First response and case resolution times both exceeded 12 hours, and there was no visibility into service quality. As an AI-powered PDF tool used by 100 million users worldwide, the gap between their product scale and their support capacity was significant.
EverHelp built a 64-agent omnichannel operation from a single-agent email setup. The team expanded support to cover phone, social media, and billing queries, and introduced a shift leads structure with second-line agents to handle complex requests and integrate new agents into workflows. The result was a support system capable of handling 180,000 monthly tickets across multiple channels.
EverHelp reduced FRT by 99.3%, bringing it to under 5 minutes, and cut average resolution time by 91.7% to under 1 hour. The QC score reached 93%, ticket volume grew to 180,000 per month, and employee retention held at 90 to 95%. CSAT reached 95%, a strong result for a platform operating at that scale.
EverHelp integrated Evly AI alongside Forma's existing chatbot to automate 65% of all requests end-to-end with 93% accuracy. This automation saved Forma $80,000 per month in hiring costs, allowing the team to focus human agents on more complex, high-value interactions rather than routine ticket handling.
EverHelp is focused on pushing the ticket automation rate from 65% to 70% and above, launching a dedicated Concierge Service with 24/7 support chat, and maintaining the employee retention rate at 90 to 95% despite the rapid pace of project scaling. The goal is to keep quality consistent as volume continues to grow.
EverHelp acts as a strategic partner for Forma, providing CX and business recommendations on managing cancellations, refund rates, and billing. The team identifies bottlenecks, streamlines workflows, and suggests process improvements to increase efficiency. Regular reporting and trend analysis also surface recurring issues and opportunities for product and service development that would otherwise stay buried in the support queue.
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.
.svg)
