How Keiki cut FRT by 97% & reduced refund rates by 10% with EverHelp
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SaaS Platform Keiki
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.
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 email responses in under 10 minutes
- Offer a true round-the-clock experience with 24/7 support
- Achieve 83%+ CSAT scores
- Resolve 97% of disputes
The Challenge: Support Demand That Has Outgrown Its Capacity
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:
- One support team member was managing 560 monthly requests with no room to scale.
- First reply time averaged 5 hours, with an average response time of 8 hours.
- Full case resolution typically took 54 hours.
- No satisfaction rating system existed, making it impossible to identify where users were struggling.
The Solution: Structured Around-the-Clock Support With a Focus on Resolution Quality
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
- Arranged a robust knowledge base for the support team.
- Created a tagging system for future analytics & automations.
- Built a ticket routing system implemented through automated triggers for views’ prioritization and Zendesk escalations.
- Set up autotranslation and automessaging through Zendesk.
Customer care
- Audited and updated support macros
- Organized additional training and workshops for agents to align their focus with customer care and CX orientation.
- Provided 24/7 and omnichannel coverage to reinforce service reliability.
- Refined escalation workflows so complex issues were instantly routed to the right teams
- Provided assistance with social media management, primarily Instagram, Trustpilot, and app stores
Analytics
- Built a customized Zendesk Explore dashboard
- Introduced regular analysis of support conversations
- Set up a customer satisfaction survey to identify where users faced the most friction and give Keiki a baseline to improve from.
- Switched up performance tracking to measure the arithmetic mean rather than the median to avoid the influence of the edge cases on the KPIs.
The Results
Looking Ahead
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.
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