Scaling Peak Season Support for Headway & Keeping 79% CSAT

When Headway needed to scale its support operations without overburdening its in-house team, EverHelp stepped in as a full-cycle outsourcing partner. We built and managed a dedicated 8-agent team covering both 1st- and 2nd-line email support, including night shifts and quality control. Our team processed up to 15K tickets during peak seasons while maintaining a stable CSAT score of 79%.

Location:

Cyprus

Languages:

English

Team size:

8 agents & 1 QC

Channels:

Email

Tools:

None implemented

Services:

Customer support

Key metrics

79%

• CSAT

75%

• FCR

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Most Downloaded Book Summary App Headway
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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.

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Who’s EverHelp?

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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.

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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:

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Deliver quick responses in under 45 seconds
Offer a true omnichannel experience across all touchpoints
Resolve 76% of tickets at first contact
Close 97% of disputes.

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The Challenge: Outsourcing Support Team & Management End-to-End

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Headway initially reached out to us, looking for an opportunity to scale and outstaff their support operations. Their main requests were:

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Seamless support scaling for peak seasons
Offloading their in-house team from the influx of tickets
Full handover of support management, including QC and onboarding
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Our Solution: Building a Scalable Support Team with Full Management Ownership

As we analyzed the client’s requests, we crafted a tailored service team, structured to meet their support demands.

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Support Team

6 agents to cover 1st- and 2nd-line email support
2 agents working night shifts for 24/7 support uptime

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Quality Control

1 QC agent controlling the quality of ticket processing
+ covering agent onboarding for new hires
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App Support Results: Processing up to 15K of Tickets with 75% FCR

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Metric	What EverHelp has achieved
FCR	75%
Ticker processing QC	84.16%
Peak volume handling capacity	7.4K-15K tickets
CSAT	79%

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

What Users Say About Headway Now

John Hanrahan

US

Mar 11, 2026

Malicious and misleading billing practices

UPDATE: Changing my review from 2-stars to 4-stars after excellence customer support. I thought I charged $80 for one week, due to a mis-leading automated email. I posted this review and someone from customer service reached out to me within 24 hours - actively followed up when I didn't reply the first time - and then took the time to explain to me that I actually paid for a year, not a week. They also offered to make it right. I ended up keeping the year subscription. My faith in humanity is restored.

Leanne Robinson

GB

Oct 17, 2025

App not what I expected but great customer service

Since writing the below review the headway customer service team emailed me and automatically issued a refund without any contact from me, so I have updated to 3 stars as they have shown really great customer service and obviously cared about my experience, they weren't trying to rip me off. I feel completely scammed and duped by this app. I was led down the garden path by a quiz on social media, I never usually do those things, but it seemed like it was advertising a course on better parenting. Only after getting the app did I realise that was not the case at all, it was just book summaries. I was suckered in to a quick decision by the 'good sign up deal ' of 11 pounds. During the sign up process there was a button asking if I wanted infographics, so I said yes - there was absolutely no indication that this would cost extra. I only managed to cancel this additional payment because my bank flagged it and asked if I wanted to cancel it. I then obviously wanted to cancel my subscription but somehow the button in the app to cancel subscription kept leading to an error page, and I was only able to cancel by going through the website on chrome. Google password manger was also not able to save the password, so another hurdle created of having to create new password etc. In summary - a scam to reel you in,and then many hurdles to actually being able to cancel the subscription.

stan karasik

US

Feb 13, 2025

Bad Experience made right by the Customer Support Team

Initially had a tough time canceling the membership that I seemingly signed up for, there was no way of doing it through the app, so that was frustrating. However, after sending them an email they promptly took care of my issue. Had to give them credit for good customer service.