Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
Challenges
The client initially faced challenges trying to scale their e-commerce customer support team and provide their users with 24/7 tier 1 & 2 customer assistance:
- They only had 4 full-time and 2 part-time customer support agents.
- As a result, instant responses via email and chat were impossible, with the first reply taking up to 10 hours.
- The average case-handling time was 48 hours, which led to low customer satisfaction rates and an average product review score of just 3.5 points.
Solution
We have evaluated the client’s current challenges, existing needs, and desired goals and came up with an extensive solution for their customer support initiative:
- First, we provided the client with 4 dedicated email and chat agents and 2 extra social media experts to help establish 24/7 support.
- Our team then designed unique templates and scripts to help the agents handle requests more effectively and establish the tier 1 & 2 customer support design.
- Following the efforts of EverHelp experts, the first response time was reduced to 10 minutes and average handling time to 5 hours.
- Lastly, we could increase the initial customer satisfaction rate by 26%, raising the product review score to 4.8 points out of 5 in total.
Results
6
Team members
10 min
First response time
5 hours
Full resolution time
+26%
Increase in CSAT
37%
Decrease in escalations
4.8
Review score
Challenges
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Here’s why clients love EverHelp
1k+
support
agents
agents
28
days average
time to hire
time to hire
47 reviews
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.
5 reviews
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.
47 reviews
Thanks to the efforts of EverHelp, our customer satisfaction increased significantly and we achieved a 4.8/5 rating on product review platforms.
47 reviews
In over 30 years of entrepreneurship, I have rarely worked with a team this professional and responsive.
