Expanding support for Liven to reach 5 Min full case resolutions
SaaS Platform Liven
Liven is a well-being and self-discovery app that helps people manage stress, anxiety, and emotional patterns through personalized programs built around neuroscience. Users start with a short assessment, then get a tailored plan covering mood tracking, journaling, daily tasks, and an AI companion available around the clock. The programs are co-developed with licensed therapists and health coaches, and backed by a community of 2.5 million users worldwide with an 84% program satisfaction rate.
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
Challenges: Limited Capacity of a Small Support Team
Liven initially faced issues when establishing an effective customer support system, which led them to reach out to EverHelp. They started off with:
- 1 support agent handling 450 monthly requests
- 19-minute first response time and 73-hour average case resolution
- 48% customer satisfaction rate
Solution: Building a Specialized Team of 20 Agents
The EverHelp team evaluated the client’s case and came up with a tailored solution plan to resolve all existing issues with customer service:
Support Team
- Hired a team of 20 support representatives, covering email, chat, and social media, primarily TrustPilot.
- Sourced 2 billing agents to help deal with payments and refunds.
- Organized flexible scaling throughout the partnership, downscaling the team to 10 agents during slower periods,
Team Management
- Provided a managerial team consisting of a Delivery Manager and a Team Lead.
- Built a QC process led by EverHelp’s QC Team Lead and QC agents.
- Established clear KPIs, with ToV and RpH as the main focus.
Operations
- Created a structured training and onboarding program for new agents.
- Organized a detailed and structured knowledge base to streamline the support process.
- Introduced innovative flow theories and conducted systematic testing of new operational workflows.
- Set up analytics and dashboards to facilitate continuous support improvements.
- Established a transparent user feedback collection system.
Integrations
- Set up a bot to manage cancellation requests
- Over time, introduced an automation flow for TrustPilot review collection.
The Results
What Users Say About Wisey Now
Looking Ahead
After working with Liven through our Dedicated Team model, we have now moved on to a Talent Only model. Now their team consists of 5 agents focusing solely on support handling .
The switch was initiated due to largely fluctuating ticket volume and a successful automation flow for review collection.
FAQ
EverHelp hired and managed a specialized team of 20 agents, including 2 bilingual representatives to handle peak demand and serve Liven's international users. The team was supported by a structured knowledge base, refined support workflows built around innovative flow theories, and a transparent user feedback collection system.
EverHelp reduced the first response time from 19 minutes to 2 minutes, a drop of 89.5%. The full case resolution time fell from 73 hours to just 5 minutes, a reduction of 99.9%. CSAT climbed from 56% to 86%, a 30-point improvement. The team now handles 30,000+ monthly requests, up from 450.
EverHelp introduced innovative flow theories and conducted systematic testing of new operational workflows to identify what worked best for Liven's user base. Alongside this, they built a detailed knowledge base to help agents resolve common issues quickly and consistently, and established a transparent user feedback collection system to keep support quality aligned with real user needs.
The client had a large internal team with a fixed headcount, which made it difficult to adapt to their seasonal business cycles. They needed a model that could scale up quickly during peak periods and scale back down during slower seasons — without the cost burden of permanent overstaffing. They also lacked coverage for evening and weekend shifts.
Very little. Onboarding typically takes about 4 weeks, but requires minimal involvement from the client's side. EverHelp manages the full process — kickoff and alignment, integration, knowledge transfer, and shadowing — with the client's team only needed for key approvals and critical guidance.
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