Building Support for Swappie with 35% Greater Resource Efficiency

eCommerce Platform Swappie
‍

‍

Swappie 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

Swappie 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 Swappie’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 Swappies 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.