+35% Resource Efficiency for Refurbished Smartphones Marketplace
Refurbished Smartphones’ eCommerce Platform
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.
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 responses in under 45 seconds
- Offer a true omnichannel experience across all touchpoints
- Achieve 83%+ CSAT scores
- Resolve 97% of disputes
The Challenge: Adapting Support to Seasonal Volume Shifts
The client previously had a large, in-house customer service team with a fixed headcount. However, since their business is seasonal, they wanted to:
- Have more flexible staffing models for quick and easy ramp-ups and downs
- Prevent overstaffing during low seasons and understaffing during peak periods
- Сover evening and weekend shifts
Our Solution: Flexible Team of Agents That Scales for Peak Seasons
Having analyzed the client’s request, our support team leads have:
- Hired 3 core agents to work on support tickets during low seasons
- Sourced 6 part-time support representatives for the peak season ramp-up
- Formed a rescue team of agents for shifts during extra hours
- Established a 2-week-notice scheduling system, allowing the client to plan their support capacity more closely to their actual support needs.
The Results
Looking Ahead
In our continued collaboration, we want to:
- Expand the client’s existing team of support agents by transitioning them from an outstaff hourly model to a full-time partnership.
- Continue providing them with insights into the service improvement opportunities they have
- Extend their services to include more proactive support outreach.
FAQ
As EverHelp acts as a strategic partner, we constantly utilize our specialized expertise to:
- Provide CX and business recommendations for managing cancellations and refund rates, VAMP, and billing.
- Identify bottlenecks, streamline workflows, and suggest process improvements that increase team efficiency.
- Organize regular reporting and analysis to identify trends, recurring issues, and opportunities for product or service development.
At EverHelp, we don’t simply replace your in-house team. Our main goal as your outsourced partner is to bring the expertise, structure, and strong management practices that allow us both to maintain high service quality and exceed expectations across key metrics. Our mission is to ensure your customers feel the same (or an even higher) level of care as they would with in-house support, while your business gains measurable value, scalability, and performance improvements.
We build clear reporting and communication systems that allow us to stay fully informed about all the ongoing support processes through:
- dashboards with key metrics
- performance reports with insights
- regular sync-calls with actionable updates and risk flags
- immediate escalation in case of critical issues or SLA risks
After all, our role as your partner is to proactively provide you with information on trends, flag potential risks, and suggest service improvements before they become real issues.
Measurable improvements in CSAT are typically seen within the first 1–2 months after we take over. Our teams follow proven onboarding and training processes, ensuring agents quickly understand your product, tone, and customer expectations. We implement data-driven quality monitoring from day one, identifying gaps and proactively coaching agents. In many cases, clients report noticeable CSAT gains even in the first few weeks, with steady growth as the team fully ramps up.
It usually takes around 4 weeks to get the Everhelp team up and running, and requires almost no time from your internal team. We handle the bulk of onboarding and knowledge transfer ourselves, covering all key steps of the process:
- kickoff& alignment
- integration
- knowledge transfer
- shadowing & ramp-up
In practice, your team’s involvement is limited to critical guidance and approvals, while Everhelp drives the day-to-day ramp-up.
More Cases
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