CSAT
75%+
FRT
2 min
Location
USA
Languages
English
Channels
in-app chat, e-mail
Tools
cancellation bot + review collection automation
Services
Customer support
Billing support
SMM
Team size
22 agents
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.
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:
Liven initially faced issues when establishing an effective customer support system, which led them to reach out to EverHelp. They started off with:
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
Team Management
Operations
Integrations
We are delighted with their work and continue cooperating with the EverHelp team.
Scott Alexander
Director of Quality Assurance, Fashion Brand
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.
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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