Building support for Relatio from zero & hitting 86% CSAT within a year
Online Application Relatio
Relatio is a relationship and intimate well-being app built around a simple idea: that improving your connections shouldn't feel overwhelming. With over 1 million users, 150+ expert-developed exercises, and 350K+ five-star reviews, it's become a go-to resource for people working through communication gaps and emotional distance.
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 email responses in under 10 minutes
- Offer a true omnichannel experience across all touchpoints
- Achieve 83%+ CSAT scores
- Resolve 97% of disputes
The Challenge: Launching a Support Function for a Brand-New Product
As a startup project, Relatio hadn’t yet had a support system when they decided to reach out to EverHelp. They wanted their new product to have an infrastructure ready to enter the market. Thus, the challenges at hand were:
- No structured support team or defined processes in place to manage incoming requests.
- The absence of a billing support workflow, which left customer disputes around payments, charges, and unrecognized transactions unaddressed
Our Solution: A Shared Support Team as a Scalable Solution for a Startup
With no existing setup to work around, EverHelp had full room to build the right foundation from the start. We organized the work across four areas:
Support Operations
- Expanded support channels to include email, widgets, and social media,
- Developed a knowledge base and FAQ section covering the most common issues
- Refined escalation processes so that complex or unresolved cases (particularly billing disputes) were handled by the right people quickly
Team Building
- Established a structured recruitment strategy to assemble a shared support team of 6 agents suited to Relatio's product and user base.
- Launched ongoing training sessions and workshops to keep the team's product knowledge and communication skills sharp as the platform evolved.
Performance & Quality
- Introduced comprehensive metrics to track team performance and surface areas for improvement.
- Implemented a reward and recognition program to acknowledge strong performance and keep motivation high across the team.
Customer Feedback
- Set up a feedback loop to collect, analyze, and channel user input back into product development.
The Results
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Looking ahead
A year in, Relatio has a stable, well-run support operation, which is a strong base to build on. Our next steps will include:
- Proactive communication around payment events (renewals, failed charges) to reduce the volume of those tickets
- Expanding the knowledge base into a self-service hub to reduce repetitive inbound volume
- As Relatio's user base grows, we plan on introducing Evly AI for first-line triage to help maintain the 2-minute FRT at higher volumes without requiring proportional team growth.
FAQ
Relatio came to EverHelp as a brand-new startup with no support infrastructure whatsoever: no team, no processes, and no billing support workflow. Customer disputes around payments, charges, and unrecognized transactions were going completely unaddressed. They needed a partner to build everything from the ground up, ready for market entry.
EverHelp organized the work across four areas. On the operations side, they expanded support to email, widgets, and social media, built a knowledge base and FAQ section, and refined escalation processes for billing disputes. For team building, they recruited a shared team of 6 agents and ran ongoing training sessions. They also introduced performance metrics and a reward program for quality, and set up a user feedback loop to feed insights back into product development.
Within a year, EverHelp delivered a fully functioning omnichannel support operation with a 4-minute first response time, a 58-minute full resolution time, 12 public replies per hour, and an 86% CSAT score, all built from zero.
EverHelp established a structured billing support workflow from the start, something Relatio had none of before the partnership. Escalation processes were refined so that complex payment disputes, such as unrecognized charges or failed transactions, were quickly routed to the right people, reducing resolution delays and protecting customer trust.
EverHelp introduced comprehensive performance metrics to track team output and identify areas for improvement. Alongside this, a reward and recognition program was implemented to acknowledge strong individual performance and keep team motivation high. Ongoing training workshops ensure agents stay sharp as the Relatio platform evolves.
Building on the strong foundation already in place, EverHelp plans to introduce proactive communication around payment events like renewals and failed charges to reduce inbound ticket volume. They also plan to expand the knowledge base into a full self-service hub and will introduce Evly AI for first-line triage, allowing Relatio to maintain its fast FRT target even as its user base scales without needing to grow the team proportionally.
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Here’s why clients love EverHelp
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