Cutting resolution times by 64% for SaaS project StreetCrowd
Technology SaaS Platform StreetCrowd
StreetCrowd is a technology platform that connects people with shared mobility and micro-mobility providers across Belgium, Germany, Hungary, and Canada. Users get paid to complete tasks for those providers – primarily relocating shared cars from low-demand to high-demand areas, but also charging electric vehicles, cleaning, and other service tasks, depending on the provider. Today, the platform's 52K+ member community has collectively saved 1,449 tonnes of CO2, proving that this service offers a practical way to earn while contributing to cleaner cities.
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 support 24/7
- Offer a true omnichannel experience across all touchpoints
- Achieve 83%+ CSAT scores
- Resolve 97% of disputes
The Challenge: Struggling with Large Ticket Backlog & 70-Hour Resolutions
StreetCrowd reached out to EverHelp because their support team was stretched too thin and had experienced an unexpected ticket overflow. We stepped in to help solve the following issues
- The ticket backlog resulted in 1-hour first response times.
- Absence of a centralized knowledge base, which led to full resolution times of 70+ hours.
- Lack of uniform standards for handling requests.
- No communication channel between agents and the technical department, so related cases took much longer to close.
- No structured way for users to report their needs or flag recurring problems.
Our Solution: Equipping the Team with Structured Processes & 24/7 Capacity
In our approach, we decided to focus on providing agents with more resources and a better structure of support processes.
Support Team
- Built a shared team of 15 agents
- Established 24/7 support
- Launched continuous training programs to sharpen product knowledge & improve communication
Workflows & Processes
- Organized back-office support processes.
- Created a centralized knowledge base with answers to common questions
- Established a direct escalation channel between the support team and the technical department.
- Identified the most frequent user issues and implemented a systematic approach to resolve them.
- Integrated a tool to automatically merge similar tickets.
- Built out a detailed help section for users to find quick answers independently.
The Results
Looking Ahead
Since we have established a solid support foundation, we will further look into the opportunities to optimize the performance:
- Introduce Evly AI to handle the share of routine, repetitive requests
- Use the knowledge base and interaction data to identify where users are dropping off or getting confused in the task flow
- Build a product feedback channel to collect, tag, and report patterns of technical issues for further improvement.
FAQ
StreetCrowd's support team was overwhelmed by ticket volume, pushing first response times to 1 hour. There was no centralized knowledge base, causing full resolution times to exceed 70 hours. Agents also lacked uniform standards, struggled to communicate technical issues effectively, and had no structured system for collecting user feedback.
EverHelp deployed a 24/7 shared team of 15 agents to handle incoming requests and back-office tasks. They created a centralized knowledge base, introduced uniform standards for handling requests, established a direct communication channel between the technical department and the support team, and launched continuous training programs to improve agent performance and brand awareness.
EverHelp reduced the first response time from 1 hour down to just 10 minutes and cut the mean time to resolution (MTTR) by 64%. The team successfully handled around 5,000 requests per month while providing round-the-clock 24/7 support coverage.
EverHelp created a direct channel between StreetCrowd's technical department and the support team, enabling faster escalation and resolution of technical issues. This significantly improved the accuracy and speed of responses to users experiencing platform-related problems, leading to higher satisfaction scores.
EverHelp built a detailed help section to enable users to find answers independently, reducing the volume of inbound support requests. They also implemented an automation tool to merge similar tickets and lighten the overall support workload, allowing agents to focus on more complex issues.
EverHelp identified the most frequent user issues and implemented a systematic approach to resolve them proactively. This included building a centralized knowledge base with ready answers to common questions, which alone cut full case resolution times by 64%, and introducing continuous agent training to maintain consistent quality over time.
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