Reaching 100% CSAT for a premium fintech service

Premium fintech card membership

The client is a fintech startup offering a premium credit card membership for affluent members who travel often. Its app combines a credit card with a digital wallet. Members fund their accounts with fiat or digital assets, receive a credit limit backed by their deposits, and spend worldwide with zero FX fees. The membership includes: 

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• rewards points
• airport lounge access
• a 24/7 concierge
• a dedicated relationship manager
• and preferred rates across a network of hotels, restaurants, and travel partners. 

The project is available to download on the App Store and Google Play.

Who's Everhelp?

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.

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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):

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• №13 rank on Clutch's Top 100 Fastest-Growing Companies list
• A Gold Stevie® Award as a Customer Service Outsourcing Provider of the Year
• A Silver Stevie® Award for the Best Use of Technology in Customer Service. 

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:

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• Respond in under 45 seconds, 24/7, in 30+ languages (90+ with AI)
• Resolve up to 85% of routine requests through automation
• Achieve 83%+ CSAT and 76% first contact resolution
• Maintain a 96% service quality score on ISO 27001- and PCI DSS-certified, GDPR-compliant infrastructure.

Our mission is simple: to turn your support operations into a real growth driver for your business. 

The challenge: White-glove support for a project with no CS expertise

The client came to Everhelp before it had any customer traffic and asked us to prepare its support for launch. At that point:

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• No support processes were in place.
• The company had no in-house customer service expertise.
• Members paying for a premium membership would expect white-glove service from their first contact.
• The company had no metrics or targets to measure support quality against.

Our Solution: A 24/7 white-glove support operation from scratch

Since there was no customer traffic yet, we had time to build the full foundation before the first member reached out. The client also delegated the metric system and targets entirely to us.

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Team & coverage

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• 6 dedicated agents
• A team lead who also handles QA
• 24/7 coverage in English
• Tickets, chats, and calls

Operations

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• Built an operational knowledge base
• Compiled a separate product knowledge base
• Established support workflows for different ticket types
• Designed an escalation flow for complex requests.
• Introduced and curated a QA framework and guidelines
• Set a KPI system with targets

Note: As an early-stage startup, the client had no existing support standard. So, we've kept adjusting targets to match real conditions, including sharp swings in support volume.

Fintech support results: from 80% to a stable 100% CSAT

Looking ahead

Our next step is to add a VIP concierge service for the project’s members. We also plan to:

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• Optimize escalation flows
• Scale the team as the client’s membership grows