SaaS project FORMA scales support & saves 80K$ monthly via automation
SaaS Company FORMA
FORMA is a product company building tools for working with documents, including PDF editing and converting, as well as resume creation. Their suite of services has gained quite a recognition, becoming a popular tool for 15 million users across 180 countries.
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. Evly:
- instantly responds to queries in just 15 seconds
- handles 85% of routine tickets without agent involvement
- and reduces workload by up to 60% during peak periods.
The result? A seamlessly blended human + AI support model that helps our clients:
- Deliver quick responses in under 45 seconds
- Offer a true omnichannel experience across all touchpoints
- Achieve 83%+ CSAT scores
- Resolve 97% of disputes
The Challenge: Providing Fast User Support 24/7
The Forma project became our client back in May 2023. Back then, they were looking for an outsourced support partner to handle tickets 24/7 on one of their products - PDF editor app. When we started our collaboration, Forma had:
- 1 web product
- 1 support agent
- 700 monthly tickets
- Only email support is available
- Over 12 hours FRT and case resolution time
- No information about their service quality.
Our Solution: Building a Dedicated Support Team to Cover Maximum Support Interactions
As FORMA was still a growing project, we decided to build a scalable support system to help them handle growing demand.
- Customer support team – 64 agents covering 180K monthly tickets across the growing number of web prosucts.
- Omnichannel support system – extending communication to include, aside from email, phone support, and social media, as well as handling billing queries.
- Shift leads team – a group of 2nd line support agents covering complex user requests and helping integrate new agents into the work processes.
Integrations We Implemented
In addition to assigning dedicated agents to the project, we decided to help Forma optimise their processes through automation, powered by their chatbot and our AI assistant, Evly. This has helped:
- Automate 65% of all requests end-to-end with 93% accuracy.
- Save 80K$ monthly on hiring.
The Results
Looking Ahead
Forma is one of our quickly growing clients, and as such, our primary focus for the near future is to:
- Increase the ticket automation rate, pushing it to 70%+
- Launch a dedicated Concierge Service with support chats working 24/7
- Maintain the Employee retention rate at 90-95% despite rapid project scaling.
FAQ
When Forma came to EverHelp in May 2023, they had 1 support agent handling 700 monthly tickets via email only. First response and case resolution times both exceeded 12 hours, and there was no visibility into service quality. As an AI-powered PDF tool used by 100 million users worldwide, the gap between their product scale and their support capacity was significant.
EverHelp built a 64-agent omnichannel operation from a single-agent email setup. The team expanded support to cover phone, social media, and billing queries, and introduced a shift leads structure with second-line agents to handle complex requests and integrate new agents into workflows. The result was a support system capable of handling 180,000 monthly tickets across multiple channels.
EverHelp reduced FRT by 99.3%, bringing it to under 5 minutes, and cut average resolution time by 91.7% to under 1 hour. The QC score reached 93%, ticket volume grew to 180,000 per month, and employee retention held at 90 to 95%. CSAT reached 95%, a strong result for a platform operating at that scale.
EverHelp integrated Evly AI alongside Forma's existing chatbot to automate 65% of all requests end-to-end with 93% accuracy. This automation saved Forma $80,000 per month in hiring costs, allowing the team to focus human agents on more complex, high-value interactions rather than routine ticket handling.
EverHelp is focused on pushing the ticket automation rate from 65% to 70% and above, launching a dedicated Concierge Service with 24/7 support chat, and maintaining the employee retention rate at 90 to 95% despite the rapid pace of project scaling. The goal is to keep quality consistent as volume continues to grow.
EverHelp acts as a strategic partner for Forma, providing CX and business recommendations on managing cancellations, refund rates, and billing. The team identifies bottlenecks, streamlines workflows, and suggests process improvements to increase efficiency. Regular reporting and trend analysis also surface recurring issues and opportunities for product and service development that would otherwise stay buried in the support queue.
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