Scaling peak season support for Headway & keeping 79% CSAT
Most Downloaded Book Summary App Headway
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.
Who’s EverHelp?
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:
- 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.
The Challenge: Outsourcing Support Team & Management End-to-End
Headway initially reached out to us, looking for an opportunity to scale and outstaff their support operations. Their main requests were:
- 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
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.
Support Team
- 6 agents to cover 1st- and 2nd-line email support
- 2 agents working night shifts for 24/7 support uptime
Quality Control
- 1 QC agent controlling the quality of ticket processing
- + covering agent onboarding for new hires
App Support Results: Processing up to 15K of Tickets with 75% FCR
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Looking Ahead
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.
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