How Skyfluence scaled support to include 3 channels & established 84.1% CSAT
Skyfluence Beauty SaaS Application
Skyfluence is a personalized beauty platform that uses AI to help users develop their makeup skills and skincare routine. Users start with a short quiz and photo upload, and the platform's AI analyzes their face shape, features, and preferences to generate a custom beauty profile. Skyfluence has become a beloved application among 100K+ users, with 90% reporting improved confidence in their makeup.
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 10 min on emails
- Offer a true omnichannel experience across all touchpoints
- Achieve 83%+ CSAT scores
- Resolve 97% of disputes
The Challenge: A Startup Product With No Support System
When Skyfluence reached out to the EverHelp team, the product was still very young. They sought a partner who would help them establish good customer relationships from the get-go. Before we started working, the client’s support:
- Didn’t yet have any centralized support processes or a team.
- Had tickets being processed mostly by product managers.
- Experienced issues resolving disputes with payment services, mainly consisting of customer complaints regarding charges and unrecognized transactions.
- Had only received 2 support tickets, each taking 90 hours to resolve.
Our Solution: Building Support From the Ground Up
EverHelp recognized and assessed the challenges the client ran into with their new product and came up with a unique and organized solution to bring their customer support efforts to a higher level:
Support Team
- Developed a smooth recruitment process.
- Hired 12 dedicated support agents.
- Appointed a dedicated Billing Member to handle vast disputes with payment providers.
- Assigned a dedicated management team with a Support Team Lead and a Delivery Manager to look over the team.
- Launched regular training sessions and workshops to calibrate the team’s knowledge.
- Implemented a reward and recognition program to motivate and acknowledge exceptional performance.
Support Operations
- Created a structured knowledge base and FAQ section to provide quick solutions for common issues.
- Expanded support channels to include email, voicemail, and social media.
- Improved escalation processes for complex and unresolved issues.
- Introduced stringent metrics for tracking and analyzing support team performance.
- Set up a strict quality control process led by our appointed QC Team Lead and Agent.
Automation
- Plugged in Zendesk and set up a fully automated ticket tagging system.
- Introduced Kaizo for off-hand quality control
- Improved escalation processes for complex and unresolved issues.
Customer Relationships
- Created a customer satisfaction survey to gauge the effectiveness of our support services.
- Established a feedback loop to collect, analyze, and integrate user feedback into product development.
The Results
Looking Ahead
To help Skyfluence further improve both their brand presence and support system, we are planning on:
- Automating notifications around renewals and charges to cut billing dispute volume before it reaches the support queue.
- Introducing Evly AI to handle the high share of routine subscription and account queries.
FAQ
Skyfluence was a very young product with no established support processes or team in place. They had only ever received 2 support tickets, each taking 90 hours to resolve. They also had unresolved disputes with payment providers around charges and unrecognized transactions, and no dedicated person to handle them.
EverHelp structured the work across three areas. For the team, they developed a recruitment process, hired 6 dedicated agents and 1 billing specialist, and launched regular training sessions with a reward program to maintain performance. On the operations side, they built a knowledge base, expanded to email, widget, and social media channels, improved escalation processes, and introduced performance metrics. For customer relationships, they set up a satisfaction survey and a feedback loop feeding insights into product development.
EverHelp brought the first response time down to 5 minutes and the full resolution time to 54 minutes, achieving a CSAT score of 84.1%. This is a significant turnaround for a product that previously took 90 hours to close a single ticket.
EverHelp appointed a dedicated billing specialist to manage the high volume of disputes with payment providers. This specialist focused specifically on complaints around charges and unrecognized transactions, ensuring these sensitive cases were handled consistently and efficiently rather than being mixed into the general support queue.
EverHelp built clear reporting and communication systems that give Skyfluence full visibility without day-to-day management. This includes dashboards with key metrics, performance reports with insights, regular sync calls with actionable updates and risk flags, and immediate escalation for critical issues or SLA risks.
EverHelp plans to automate notifications around renewals and charges to reduce billing dispute volume before it reaches the support queue. They will also introduce Evly AI to handle the high share of routine subscription and account queries, and expand the existing knowledge base into a full self-service hub for users.
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