+35% resource efficiency for refurbished smartphones marketplace
Refurbished Smartphones’ eCommerce Platform
The client is the leading European online destination for buying and selling refurbished smartphones. Founded in 2016 and headquartered in Helsinki, Finland, their mission is to make refurbished electronics mainstream by providing a safe, affordable, and sustainable alternative to buying new electronics. They serve over 2 million customers across 15 European countries and offer products such as iPhones and iPads, expecting to further expand their offerings throughout 2026.
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 45 seconds
- Offer a true omnichannel experience across all touchpoints
- Achieve 83%+ CSAT scores
- Resolve 97% of disputes
The Challenge: Adapting Support to Seasonal Volume Shifts
The client previously had a large, in-house customer service team with a fixed headcount. However, since their business is seasonal, they wanted to:
- Have more flexible staffing models for quick and easy ramp-ups and downs
- Prevent overstaffing during low seasons and understaffing during peak periods
- Сover evening and weekend shifts
Our Solution: Flexible Team of Agents That Scales for Peak Seasons
Having analyzed the client’s request, our support team leads have:
- Hired 3 core agents to work on support tickets during low seasons
- Sourced 6 part-time support representatives for the peak season ramp-up
- Formed a rescue team of agents for shifts during extra hours
- Established a 2-week-notice scheduling system, allowing the client to plan their support capacity more closely to their actual support needs.
The Results
Looking Ahead
In our continued collaboration, we want to:
- Expand the client’s existing team of support agents by transitioning them from an outstaff hourly model to a full-time partnership.
- Continue providing them with insights into the service improvement opportunities they have
- Extend their services to include more proactive support outreach.
FAQ
The client had a large internal team with a fixed headcount, which made it difficult to adapt to their seasonal business cycles. They needed a model that could scale up quickly during peak periods and scale back down during slower seasons — without the cost burden of permanent overstaffing. They also lacked coverage for evening and weekend shifts.
EverHelp built a flexible, layered team: 3 core agents handled tickets during low seasons, 6 part-time agents were brought in for peak ramp-ups, and a dedicated rescue team covered extra-hours shifts. A 2-week-notice scheduling system was introduced so the client could plan staffing capacity closer to their actual ticket volume.
The partnership produced strong outcomes across all key metrics — ramp-up speed improved by 64%, cost per resolution dropped by 77%, productivity increased by 50%, and resource optimization improved by 35%. The client also achieved a CSAT score of 4.5/5, exceeding their target of 4.4.
Most clients see measurable CSAT improvements within the first 1–2 months. EverHelp's structured onboarding and training processes help agents quickly get up to speed on the product, brand tone, and customer expectations. Data-driven quality monitoring begins from day one, and in many cases, clients notice gains even in the first few weeks.
Very little. Onboarding typically takes about 4 weeks, but requires minimal involvement from the client's side. EverHelp manages the full process — kickoff and alignment, integration, knowledge transfer, and shadowing — with the client's team only needed for key approvals and critical guidance.
Yes. EverHelp acts as a strategic partner, not just a support vendor. This includes providing CX and business recommendations around cancellations, refunds, and billing; identifying workflow bottlenecks and process improvement opportunities; and delivering regular reporting and trend analysis to help clients make informed product and service decisions.
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