CSAT
79%
FCR
75%
Location
Cyprus
Languages
English
Channels
Tools
None implemented
Services
Customer support
Team size
8 agents & 1 QC
Headway is the world's most-downloaded book summary app, developed by Headway Inc., a global tech company transforming lifelong learning. The app helps millions of users grow through 1,700+ bite-sized nonfiction book summaries, daily microlearning sessions, and personalized self-growth challenges. With 50M+ downloads across 170+ countries and an App Store Editors' Choice distinction in the US, Headway is well on its way to worldwide recognition.
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:
Headway initially reached out to us, looking for an opportunity to scale and outstaff their support operations. Their main requests were:
As we analyzed the client’s requests, we crafted a tailored service team, structured to meet their support demands.
Support Team
Quality Control
Thanks to the efforts of EverHelp, our customer satisfaction increased significantly and we achieved a 4.8/5 rating on product review platforms.
Taylor Owen
Senior Manager at Airtable
As of March 2026, EverHelp and Headway have mutually concluded their support partnership. We're proud of what we built and grateful for the collaboration. Should Headway's needs evolve in the future, we would welcome the opportunity to work together again.
FAQ
Headway needed to scale its support operations without overburdening its in-house team. Their key needs were seamless scaling for peak seasons, offloading their internal team from high ticket volumes, and a full handover of support management — including quality control and agent onboarding — to a reliable outsourcing partner.
EverHelp built a dedicated 8-agent team covering both 1st- and 2nd-line email support. Six agents handled daytime ticket processing across both support tiers, while two agents worked night shifts to ensure 24/7 support uptime. A dedicated QC agent oversaw ticket quality and managed the onboarding of new hires.
EverHelp delivered strong results across all key metrics. The team achieved a 75% First Contact Resolution (FCR) rate, an 84.16% ticket processing QC score, and handled between 7,400 and 15,000 tickets during peak seasons — all while maintaining a stable CSAT score of 79%.
EverHelp assigned a dedicated QC agent responsible for monitoring and evaluating ticket processing quality across the entire team. This agent also covered agent onboarding for new hires, ensuring consistent service standards from day one. The result was an 84.16% QC score maintained throughout the partnership.
EverHelp operated as a full-cycle outsourcing partner, managing everything end-to-end — team structure, shift coverage, quality control, and agent onboarding. This allowed Headway's internal team to step back entirely from day-to-day support operations, with EverHelp taking complete accountability for performance and staffing continuity.
The Headway partnership demonstrates EverHelp's ability to scale quickly for high-volume, seasonally driven SaaS environments. By combining tiered email support, round-the-clock shift coverage, and built-in quality control, EverHelp showed that outsourced support can match — and exceed — the standards of an in-house team, even during peak demand periods of up to 15,000 tickets.
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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