MTTR
<64%
FRT
10 min
Location
Austria
Languages
English
Channels
live chat
Tools
Automation tool
Services
Back-office
Customer support
Team size
15 agents
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.
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.
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
In our approach, we decided to focus on providing agents with more resources and a better structure of support processes.
Support Team
Workflows & Processes
In over 30 years of entrepreneurship, I have rarely worked with a team this professional and responsive.
Rod Williams
Executive Co-Founder & CEO at MacWilco Entertainment
Since we have established a solid support foundation, we will further look into the opportunities to optimize the performance:
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.
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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