CSAT
86%
FRT
4 min
Location
Cyprus
Languages
English
Channels
Email,
Tools
Evly AI
Services
Customer support
Team size
12 agents
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.
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.
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:
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
Team Building
Performance & Quality
Customer Feedback
Automation
Thanks to the efforts of Everhelp, our customer satisfaction increased significantly and we achieved a 4.8/5 rating on product review platforms.
Taylor Owen
Senior Manager at Airtable
Relatio now has a stable, well-run support operation, which is a strong base to build on. Our next steps will mostly focus on expanding the number of tickets automated by the Evly AI agent end-to-end.
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.
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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