Reducing FRT by 98% for a SaaS project PlantIn
SaaS Platform PlantIn
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.
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 support 24/7
- Offer a true omnichannel experience across all touchpoints
- Achieve 83%+ CSAT scores
- Resolve 97% of disputes
The Challenge: Providing Fast User Support 24/7
PlantIn turned to EverHelp as they faced challenges with slow response times and limited support capacity. Before we stepped in, they had:
- 1 agent managing 366 customer requests per month
- FRT averaged 6 hours, and general reply time averaged 10 hours
- 72-hour full issue resolution time
- No satisfaction rating system was in place
Our Solution: Building a 24/7 Support Team
Based on the presented challenges, we focused on organizing the key areas of the client’s support system:
Sourcing & Hiring
- Introduced a 4-step hiring process with a bar-raising stage to source top-level specialists
- Hired 7 dedicated agents
Customer Support Operations
- Crafted a detailed knowledge base that’s being continually updated and expanded
- Launched 24/7 assistance
- Expanded support channels to include email and social media
- Designed clear cross-team escalation protocols
- Improved the escalation processes for complex issues to be immediately transferred to the respective teams
- Established a feedback loop to collect, analyze, and integrate user feedback
Quality & Performance
- Introduced comprehensive performance metrics and SLAs.
- Organized a quality check that reviews 20% of tickets
The Results: Decreased Response Times & No Backlog
Looking Ahead
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:
- Drive upsells and retain more subscribed users.
- Maintain and improve CSAT above 81% as ticket volume scales.
- Continue optimizing escalation workflows to keep full resolution times under 3 hours.
- Explore AI-assisted automation with Evly to handle an increasing share of routine requests end-to-end
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.
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