Headway is the world's most downloaded book summary app. It offers summarized nonfiction bestsellers in audio and text, as well as daily insights and gamified challenges.
75%
FCR
79%
CSAT
15K
Peak volume
Type of client
Mobile application
EverHelp client
1 year
Location
Available in 170+ countries
Company headcount
n/a
Challenges
The client was initially looking for an opportunity to scale their support team:
They wanted to have access to more support agents during peak seasons.
Additionally, they sought to take the workload off their in-house team due to the influx of tickets.
Solution
We analyzed the client’s requests and crafted a tailored solution to match their needs:
First, we hired a team of 6 dedicated agents to help support their in-house efforts.
We’ve also introduced a QC agent to work under Headway Management and ensure top-notch customer service.
With the EverHelp support team, the client resolved up to 15K requests and maintained CSAT levels at 79%, even during peak seasons.
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Headway is the world's most downloaded book summary app. It offers summarized nonfiction bestsellers in audio and text, as well as daily insights and gamified challenges.
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20 sec
FRT
92%
CSAT
Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
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