Cutting 207-hour FRT to 5 min for a SaaS live chat app Mili
Mobile Live Chat Application Mili
Mili is a video chat app built for people who want to genuinely connect with strangers online. They offer options for private video calls, live video chats, and text chats as a means for users to meet new people, practice foreign languages, and feel part of something bigger. With over 500K downloads and a global community of 1M+ open-minded people, Mili keeps the conversation going 24/7 through live streaming, interest-based matching, and an internal user rating system that ensures every interaction stays safe and secure.
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: One Agent and a Support System Stretched Too Thin
Mili reached out to EverHelp as a growing SaaS project whose support capacity prevented them from growing its business operations. Their customer service looked like this:
- 1 support agent handling 215 monthly customer requests
- First reply time stood at 207 hours, with an average response time of around 205 hours
- Full issue resolution stretched up to 250 hours, meaning some users went over 10 days without a resolved case.
- Customer satisfaction reflected the strain, sitting at just 58.2%, well below any acceptable benchmark.
Our Solution: Introducing a Shared Team To Increase Support Capacity
EverHelp took a structured, end-to-end approach to transforming Mili's support operation, and introduced:
- Recruitment & training program – developed a robust hiring and onboarding program, building a shared support team capable of processing up to 2,500 monthly requests.
- Support flow – introduced the macros and tagging system and established clear resolution flows for agents to follow.
- Escalation processes – created a bug reporting channel and strengthened escalation pathways to ensure complex or unresolved issues are swiftly routed to the right teams without delay.
- Feedback loop – built a structured system for collecting, analyzing, and integrating user feedback directly into the product, driving ongoing improvements aligned with real user needs.
- Performance metrics & management – implemented in-depth tracking and analytics across the support team, allowing for continuous improvement and more effective handling of customer inquiries.
- Monthly product statistics – established regular reporting on performance trends, giving Mili's team clear visibility into support health and areas for development.
The Results: An 11x Leap in Capacity and a 27-Point CSAT Turnaround
Looking Ahead
Currently, the Mili product is on idle support, as the client’s primary focus has shifted towards another project. We will continue to handle incoming user queries according to the newly established SLAs until further notice.
FAQ
Mili had just 1 support agent handling 215 monthly requests. The first reply time stood at 207 hours, with an average response time of around 205 hours. Full issue resolution stretched up to 250 hours, meaning some users waited over 10 days for a resolved case. Customer satisfaction reflected the strain, sitting at just 58.2%.
EverHelp introduced a shared team of 6 agents and built the entire support infrastructure around them. This included a robust recruitment and onboarding program, in-depth performance tracking and analytics, strengthened escalation pathways for complex issues, a structured user feedback loop, and regular monthly reporting on performance trends. The result was a team capable of handling up to 2,500 monthly requests, an 11x increase in capacity.
EverHelp cut the first response time from 207 hours to just 4 minutes, a reduction of 99.7%. The average response time dropped to 5 minutes. CSAT jumped from 58.2% to 85%, a gain of 26.8 points. Monthly request handling capacity grew from 215 to 2,500+, an 11x increase.
EverHelp built a structured system for collecting, analyzing, and integrating user feedback directly into Mili's product development process. Combined with monthly performance statistics, this gave Mili's team clear visibility into recurring pain points and areas for improvement, closing the loop between what users experience in support and what gets prioritized on the product roadmap.
EverHelp strengthened Mili's escalation pathways to ensure that complex or unresolved issues were swiftly routed to the right teams without delay. This was part of a broader performance management system that included in-depth tracking and analytics, allowing the team to spot patterns, act on them quickly, and continuously improve the quality of support.
With a stable team and functioning systems already in place, EverHelp plans to shift from reactive to proactive support. This includes feeding recurring pain points from the monthly statistics pipeline directly into Mili's product roadmap, expanding the feedback loop into a structured Voice of the Customer program, and introducing agent specialization across categories like safety reports, technical bugs, and onboarding friction to push CSAT from 85% toward a target of 90%+.
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