CSAT
94%
FRT
1 min
Location
Germany
Languages
German, English
Channels
Chat, email
Tools
Zendesk setup
Services
Technical support
Team size
7 agents
ShipGerman delivers purchases from German and EU online stores to customers around the world. The company's warehouse near Munich forwards their parcels through carriers like DHL and UPS. Besides forwarding, ShipGerman offers parcel consolidation, customs paperwork, returns, and storage. The service ships to the US, Canada, the UK, Australia, Singapore, and beyond, and holds a 4.7 rating on Google.
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.
Before Everhelp, ShipGerman had no support team, so its CEO was responsible for customer service himself. The challenges were:
The CEO's knowledge had to be written down before agents could take over his inbox. So, we started there. Our integration team worked closely with the CEO to document how ShipGerman runs. Only then did we build the team and support structure.
Knowledge base creation
Team & support structure
Zendesk setup
Performance & quality
ShipGerman is scaling again. The company is moving to a new warehouse and expanding its capacity, and our team stays on as its support partner. Next, we plan to:
FAQ
Our integration team worked with the CEO to document ShipGerman's existing processes and create new ones where needed. We also improved the materials about internal tools so agents could quickly address common questions like address changes and parcel tracking.
A shared team of 5 Everhelp agents handles general and technical requests through email and chat. These include parcel tracking, address changes, and other questions about forwarding and shipping. Complex cases go through a multi-tier escalation system.
We set separate targets for chat and email, based on how each channel works and on industry best practices. We track FRT, average and full resolution time, CSAT, escalation rate, and reopen rate. Our dedicated QC team also evaluates tickets on a regular basis.
Usually, it's time when response times start slipping and each customer gets less attention than before. That's what happened at ShipGerman: the CEO answered every request himself until the business grew too fast for one person to keep up. Another sign is when most support knowledge exists only in the founder's head, since that makes it hard to bring anyone else in.
A shared team works well when a logistics business needs steady coverage but doesn't yet have the volume for a full-time dedicated team. Agents work across several client projects, so the company gets trained support without paying for unused capacity. For ShipGerman, a shared team of 5 agents reaches a 1-minute chat FRT, a 10-minute ticket FRT, and a 94–95% CSAT.
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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