Tailored Printing Company

Before entrusting their customer support to EverHelp, the client faced a few challenges:

• They were struggling with recruitment for the peak period (Christmas season). It was critical to find support agents as soon as possible.
  
• The existing customer support vendor was unable to cover spiked support needs.
  
• There were difficulties with managing multilingual support.

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EverHelpers jumped in to ensure every customer gets a Christmas gift in time.

• Our experts solved the understaffing issue within just 40 days, starting with 3 people in August and delivering 15 customer support agents by October to supplement the client’s hybrid support team.
  
• Another issue we swiftly addressed was multilingual support, which involved integrating German- and Dutch-speaking agents into the project.
  
• Our agents manage support through email, live chat, and calls, ensuring comprehensive coverage. The big challenge we successfully overcame was recruiting proficient German-speaking agents to handle customer calls, not just text-based support.
• We began with a talent-only model and have built the client’s trust over the past few months. By February 2025, we plan to transition to a dedicated team model, including a Team Lead from our side.
• Overall, we saved the client over €144K in costs during the first six months of our collaboration.