Productivity
+50%
CSAT
4.5/5
Location
Finland
Languages
Multilingual support
Channels
WhatsApp, email
Tools
Zoomshift for collaboration
Services
Customer support
Team size
3 full-time agents & 6 part-time agents
The client is the leading European online destination for buying and selling refurbished smartphones. Founded in 2016 and headquartered in Helsinki, Finland, their mission is to make refurbished electronics mainstream by providing a safe, affordable, and sustainable alternative to buying new electronics. They serve over 2 million customers across 15 European countries and offer products such as iPhones and iPads, expecting to further expand their offerings throughout 2026.
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 previously had a large, in-house customer service team with a fixed headcount. However, since their business is seasonal, they wanted to:
Having analyzed the client’s request, our support team leads have:
Everhelp has brought both cost-efficiency and operational flexibility into our support system. We can now add resources on short notice when needed and also ramp them down on short notice. And we have been able to add capacity to evenings and weekends. This has had a significant impact on the stability of our response times and service satisfaction.
Marja Murremaki
Head of Customer Support
In our continued collaboration, we want to:
FAQ
The client had a large internal team with a fixed headcount, which made it difficult to adapt to their seasonal business cycles. They needed a model that could scale up quickly during peak periods and scale back down during slower seasons — without the cost burden of permanent overstaffing. They also lacked coverage for evening and weekend shifts.
EverHelp built a flexible, layered team: 3 core agents handled tickets during low seasons, 6 part-time agents were brought in for peak ramp-ups, and a dedicated rescue team covered extra-hours shifts. A 2-week-notice scheduling system was introduced so the client could plan staffing capacity closer to their actual ticket volume.
The partnership produced strong outcomes across all key metrics — ramp-up speed improved by 64%, cost per resolution dropped by 77%, productivity increased by 50%, and resource optimization improved by 35%. The client also achieved a CSAT score of 4.5/5, exceeding their target of 4.4.
Most clients see measurable CSAT improvements within the first 1–2 months. EverHelp's structured onboarding and training processes help agents quickly get up to speed on the product, brand tone, and customer expectations. Data-driven quality monitoring begins from day one, and in many cases, clients notice gains even in the first few weeks.
Very little. Onboarding typically takes about 4 weeks, but requires minimal involvement from the client's side. EverHelp manages the full process — kickoff and alignment, integration, knowledge transfer, and shadowing — with the client's team only needed for key approvals and critical guidance.
Yes. EverHelp acts as a strategic partner, not just a support vendor. This includes providing CX and business recommendations around cancellations, refunds, and billing; identifying workflow bottlenecks and process improvement opportunities; and delivering regular reporting and trend analysis to help clients make informed product and service decisions.
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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