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The client sought EverHelp’s assistance due to the improperly organized customer support system, marked by an influx of user queries and long response times.

• The client had just 1 service platform with around 80K users.
• The customer support team only had 1 agent dealing with 700 requests a month.
• Both the first response and resolution time were more than 24 hours.

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The EverHelp team studied the client’s case and came up with an elaborate solution targeted at resolving the existing issues and reaching the customer support goals:

• We developed a specialized recruitment and training program to scale the support team from 1 agent to a projected 60 agents.
• Afterward, we expanded the support team to cover multiple time zones, ensuring 24/7 assistance to accommodate international users, and increasing the satisfaction rate to 82%.
• Our team also introduced Kaizo software to evaluate agent performance and provide insights into key metrics such as the decrease in case resolution time to 1 hour.
• Additionally, our experts developed a customer retention flow to save up to 1000 payments monthly by offering lifetime access to the platform, thereby retaining valuable customers.
• As the last step, we introduced an AI bot to handle subscription cancellations, now covering 20% of all tickets.