AI automation
70%
CSAT
90%
Location
Ukraine
Languages
English, multilingual
Channels
Email, social media, messengers, voice memos, contact forms, SMS
Tools
AI agent Evly, Zendesk, Tableau
Services
SMM
Team size
6 agents + 1 QC + 1 Delivery Manager
The client is a subscription-based health & wellness app offering personalized programs. They help users support their nervous system, build resilience, and improve their long-term health. Users get a plan matched to their needs after completing an onboarding quiz. Since launching in 2024, this personalized wellness app has expanded its audience and secured a 4.2/5 rating on the App Store.
Everhelp is a Result-as-a-Service ecosystem for customer support outsourcing. We believe great support drives real outcomes, and we deliver just that. That’s why, instead of offering standardized service packages, we first align with each client on their desired targets and then assemble a system of processes, trained agents, and AI technology to reach them.
Since our founding in 2021, we've scaled from 5 employees to 1,000+ agents across 4 continents. We've worked with 125+ clients and received 8 industry awards, which include (but aren’t limited to):
As we moved to a more complex human + AI support model, Evly, our proprietary AI customer service agent, has become a core part of our operation. Built on everything we've learned about delivering exceptional customer experiences and paired with our expert agents, it helps clients:
Our mission is simple: to turn your support operations into a real growth driver for your business.
The client came to Everhelp in autumn 2024, a few months after launch. At that point:
The client's volume changed sharply as the product grew, so the team had to scale up and down with it. In winter 2025, we moved the client to a dedicated team. Since then, we changed the following:
Customer support team
Support operations
Automation
The client was growing and planned to grow even faster. Thus, we decided to automate support with Evly, our AI customer service agent. We integrated Evly with Zendesk, Tableau, and the client's own database in BigQuery.
Today, Evly handles 68–70% of all tickets across every category, with a few exceptions:
When Evly can't resolve a ticket, it adds an escalation tag, writes the reason in an internal note, and leaves the ticket open. A respective agent then picks it up.
Every week, our QC specialist and Delivery Manager review 30 random tickets Evly resolved: 10 general, 10 refund, and 10 cancellation requests.
For each ticket, they check whether Evly:
Evly has the same QC target as our agents: 92%. Its score rose from 38% right after launch to a steady 90–94% today.
“With Everhelp we moved support to a Human+AI model step by step: Evly now handles most routine tickets on its own, and the agents focus on the cases that need judgment. The team is responsive and quick to act on our feedback. We raised the automation rate over several rounds of iteration together, and the team was great to work with at every step.”
Customer Support Operation Manager
Evly now handles every ticket category that can be safely automated for this client. The remaining 30% of tickets involve legal, data privacy, and complex billing cases that need an agent's judgment. So, our current priority is to keep quality and response times stable with the optimized team:
FAQ
After moving to a dedicated format in winter 2025, the team grew from 7 agents to a peak of 26 agents and 2 team leads. As volume shifted, we introduced our AI agent, Evly, which took over processing 68-70% of tickets. Now, 6 dedicated agents, plus a QC and Delivery Manager, are enough to cover the client's support 24/7.
Evly resolves tickets across all categories, about 70% of total volume. It escalates sensitive legal requests, data access and deletion requests, multi-month refund requests, cases with several active subscriptions, some product questions, and tickets without enough data. Each escalated ticket gets a tag and an internal note explaining why.
Every week, our QC specialist and Delivery Manager review 30 random Evly tickets. They check accuracy, completeness, escalation decisions, flow compliance, translation, ticket fields, and status changes. The internal QC target for Evly is the same as for human agents – 92%, and now it delivers on it every time.
In this case, Evly automates 68–70% of all tickets, including general, refund, and cancellation requests. The remaining 30% involve legal, data privacy, and complex billing cases that need an agent's judgment, so we consider this the practical automation limit for this client. Generally, the 60% to 85% automation is the most achievable target.
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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