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CSAT
81%
FRT
8 min
Location
USA
Languages
English
Channels
email, widget, social media
Tools
Zendesk CRM, Tableau Analytics
Services
Customer support
Billing support
Technical support
Team size
7 agents
PlantIn is an AI-powered plant identification app that lets users recognize plants from around the world simply by taking a picture. Featuring an innovative machine-learning system and a database of over 24,000 species, PlantIn delivers plant IDs with 99% accuracy in just a few taps. With 40+ million users worldwide, PlantIn has become a go-to resource for gardeners and plant enthusiasts, offering identification guidance, care tips, and a thriving community built around a shared love of plants.
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:
PlantIn turned to EverHelp as they faced challenges with slow response times and limited support capacity. Before we stepped in, they had:
Based on the presented challenges, we focused on organizing the key areas of the client’s support system:
Sourcing & Hiring
Customer Support Operations
Quality & Performance
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.
Craig Whitmer
Vice President at Grubhub
As PlantIn continues to grow, EverHelp remains focused on turning their support into a growth center. We have already switched from simple support to customer care, and, in the future, are planning to utilize support resources further to:
FAQ
EverHelp reduced the average response time by 90% and initial reply times by 98%, bringing the first reply time down to 8 minutes. PlantIn achieved an 81% CSAT score. The improvements were driven by a combination of 24/7 coverage, structured QA, streamlined escalation, and a dedicated user feedback loop.
EverHelp established a four-step hiring process specifically designed to find the right fit. The standout element was a bar-raising stage, where a top-level specialist evaluated each candidate not just on skills but on cultural alignment with PlantIn. This ensured the team was built on quality from the ground up, not just filled with available agents.
EverHelp launched 24/7 support coverage and expanded channels to include email, widgets, and social media. They introduced comprehensive performance metrics, including a quality check process that reviews 20% of all tickets. Escalation processes were also improved to ensure complex or unresolved issues were quickly routed to the right teams without delay.
PlantIn had just 1 support agent managing 366 monthly customer requests. The first reply time sat at 6 hours, with an average response time of 10 hours. Full issue resolution took up to 72 hours, creating a poor experience for users of an app with over 17,000 plant species to support queries around.
EverHelp implemented a structured quality check that covered 20% of all tickets processed by the team. This gave the QA function meaningful coverage without creating bottlenecks, and generated consistent data on agent performance, accuracy, and tone. The insights fed back into ongoing coaching and helped sustain the improvements across the full duration of the partnership.
EverHelp established a formal feedback loop where user feedback was collected, analyzed, and integrated directly into PlantIn's product development process. This meant that recurring themes from support interactions, whether feature gaps, confusing UX flows, or frequently misunderstood content, were turned into actionable input for the product team rather than staying siloed within the support queue.
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.
