Customer support

Back-office

e-Commerce & Marketplaces

Tailored Printing Company

Our client is a leader in the mass customization of a wide variety of products, from clothing to home decor.

€144K

saved

15

agents

1938

hours saved

Type of client

Manufacturing service

EverHelp client

5 months

Location

Germany

Company headcount

1-5K

Challenges

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.

‍

Solution

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.

Results

Outstaff agents

1938

Hours of recruitment saved

€144K

Client's costs saved

Challenges

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