CSAT growth
56%
FRT
10 min
Location
USA
Languages
English
Channels
email, widget, social media
Tools
none implemented
Services
Customer support
SMM
Team size
6 agents
Keiki is an edutainment app for toddlers and preschoolers aged 2–8, built around the idea that the best learning happens through play. Developed in collaboration with early education experts, it offers 500+ games, 1500 interactive activities, colorful worksheets, bedtime stories, and drawing activities covering reading, math, ABC, shapes, colors, and life skills. The app is 100% ad-free, kidSAFE certified, and a Mom's Choice Award winner – making it a screen time option parents can actually feel good about.
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:
Before they reached out to Everhelp, Keiki's support setup had outgrown its capacity. They were looking for a provider for 24/7 support with strong industry expertise. When we analyzed their support system, we found that:
The EverHelp team assessed Keiki's situation and built a support operation designed to handle growing volume while actively improving the user experience.
Support operations
Customer care
Analytics
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
We have established a solid support base for Keiki, and so the client decided to move towards building their support in-house. Yet, we stay open to any future collaboration that can benefit Keiki’s development.
FAQ
EverHelp refined Keiki's escalation processes so that all complex or unresolved issues were instantly transferred to the right teams without delay. This faster, more structured routing reduced the number of cases that escalated into refund requests, cutting the refund rate by 10%. Combined with 24/7 coverage, it meant fewer frustrated users reaching the point of requesting a refund.
EverHelp reduced the first reply time from 5 hours to 9 minutes and brought full case resolution down from 54 hours to 3 hours. Keiki achieved an 83% CSAT score and the team now handles 3,100 monthly requests. As an additional outcome, the refund rate was reduced by 10% through refined escalation processes.
EverHelp launched 24/7 assistance to reinforce Keiki's reliability and commitment to its users. Support channels were expanded to cover email, widgets, and social media, giving users more ways to reach the team. These changes alone brought the first reply time down from 5 hours to just 9 minutes.
Before EverHelp, Keiki had no established system for measuring customer satisfaction. EverHelp created a dedicated satisfaction survey to surface the areas where customers were experiencing the most friction, giving the company a clear picture of where to focus improvement efforts. This laid the foundation for the 83% CSAT score the team went on to achieve.
EverHelp built customized boards for tracking statistics and key team metrics, creating a powerful tool for monitoring and improving team performance on an ongoing basis. This gave Keiki full visibility into how the support operation was performing and allowed both teams to make data-driven decisions rather than relying on guesswork.
Keiki had just 1 support agent managing 560 monthly customer requests. The first reply time was 5 hours, with an average response time of 8 hours. Full case resolution took up to 54 hours. On top of the slow response times, there were no established processes or systems in place to measure customer satisfaction.
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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