EverHelp

BACKGROUND

Please describe your company and position.

I am the Director of Quality Assurance of a fashion brand.

Describe what your company does in a single sentence.

We are sustainable fashion brand that blends stylish, vintage-inspired designs with eco-friendly practices to create limited-edition collections for conscious consumer

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?

• Relieve Internal Team Workload our in-house team was overwhelmed with handling all customer support, so we sought to outsource and streamline customer service operations. This would free up internal resources to focus on strategic growth initiatives while maintaining high-quality support.
• Increase User Engagement and Satisfaction We aimed to boost customer satisfaction by providing personalized, high-quality support that resonated with our sustainability-driven brand. This included improving how we communicated our values and mission to customers.
• Improve Customer Support Efficiency We needed to reduce our average response time to customer inquiries, ensuring faster resolutions and a better overall customer experience, particularly during peak times and product launches.

SOLUTION

How did you find EverHelp?

• Online Search
• Referral

Why did you select EverHelp over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from EverHelp were assigned to this project?

12

Describe the scope of work in detail. Please include a summary of key deliverables.

We partnered with EverHelp to address the challenges in managing our customer support operations as we scaled. Their team was responsible for improving response times, enhancing customer engagement, and reducing the workload on our internal team, all while maintaining our brand’s tone and sustainability values.

Improved Response Times: EverHelp reduced our average response time to just 2 minutes and ensured 24/7 support, handling inquiries efficiently during peak periods.
Efficient Complex Issue Resolution: They managed complex issues, achieving an average resolution time of 6 hours, with a tiered system that prioritized urgent concerns.
Increased Engagement: EverHelp helped boost user engagement by over 90% by offering personalized support aligned with our brand’s mission of sustainability and authenticity.
Workload Reduction: By outsourcing customer support, we successfully reduced the workload of our internal team, allowing them to focus on strategic growth initiatives.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We achieved a customer satisfaction rate of over 90%, which marked a significant improvement and was the highest we've ever seen. EverHelp also reduced our average response time to just 2 minutes, allowing us to provide a much quicker and more efficient customer service experience.

In terms of user engagement, we saw a remarkable increase of over 90%, which directly contributed to higher customer retention. Additionally, they managed to resolve complex issues with an average resolution time of just 6 hours, streamlining our support process. Finally, by outsourcing our customer support, we were able to reduce the workload of our internal team, freeing them up to focus on other strategic priorities.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We were impressed with how quickly and efficiently they resolved our issues and also EverHelp’s project management was efficient and reliable. They consistently delivered on time and responded quickly to our needs. Whenever adjustments were required, they adapted seamlessly, ensuring our customer support operations ran smoothly without delays. Clear communication kept us aligned throughout the process. 

What was your primary form of communication with EverHelp?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their professionalism really stood out. They maintain a high quality of support through ongoing training and clear internal documentation. and ability to quickly adapt to our brand’s tone and values while providing high-quality, efficient customer support. Their responsiveness, professionalism, and proactive approach to solving problems made them stand out as a reliable partner

Are there any areas for improvement or something EverHelp could have done differently?

We are delighted with their work and continue cooperating with the EverHelp team. We have nothing to add here except our gratitude for a really effective cooperation

BACKGROUND

Please describe your company and position.

 I am the Sr Director, Talent Acquisition for a digital business services company. 

Describe what your company does in a single sentence.

We are a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?

• Improve response times and overall efficiency in customer support operations.
• Streamline the escalation process for handling complex customer inquiries.
• Enhance customer satisfaction by providing high-quality, personalized interactions.

SOLUTION

How did you find EverHelp?

• Online Search
• Referral

Why did you select EverHelp over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from EverHelp were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

EverHelp was hired to outsource our customer service with the objective of streamlining support operations and customer experience. Their personnel handled inbound and outbound customer inquiries, technical support, and problem resolution through multiple communication channels, including phone, email, and live chat.

The key deliverables were:

A dedicated, trained team of customer service representatives to handle high call volumes efficiently.
A ticketing system to resolve customers' problems in a systematic way.
Regular performance analysis and reporting to measure customer satisfaction and service efficiency.
Quality checks, including call monitoring and feedback systems, to maintain high levels of service.
Simple integration with our existing CRM and support systems for seamless operations.
EverHelp's professionalism and structured approach to service delivery ensured that we witnessed high customer satisfaction and operational efficiency levels.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The initiative experienced breathtaking returns, making customer service much more effective. The levels of customer satisfaction increased by 25% due to faster response times and better issue resolution. The average handling time fell by 30%, allowing the agents to serve more customers more effectively. First-call resolution levels increased by 40%, decreasing follow-ups. EverHelp processed a 50% increase in call volume during peak hours without compromising on quality. Further, agent productivity was boosted by 20% through ongoing training and quality assurance. These outcomes validated the effectiveness of EverHelp in enhancing our customer service activities.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

EverHelp demonstrated excellent project management throughout the engagement. They maintained clear communication, set realistic timelines, and ensured that all deliverables were completed on schedule. Their team was highly responsive to our needs, quickly addressing any challenges and adapting to changing requirements without disrupting operations. Regular progress meetings and detailed performance reports kept us informed at every stage of the project. Their proactive approach and commitment to meeting deadlines made the collaboration smooth and efficient.

What was your primary form of communication with EverHelp?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their Ability to deliver what we want exactly and their communication mode was very friendly. They pay attention to details and are so professional.

Are there any areas for improvement or something EverHelp could have done differently?

Everything went well

BACKGROUND

Please describe your company and position.

I am the Associate Director of Verizon

Describe what your company does in a single sentence.

We are Telecommunications Global Leader, Information Technology Global Provider, Entertainment Services, and Global Security Solutions Provider. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?

• The EverHelp team was responsible for providing talent on demand, as we experienced an overload in our recruitment processes

SOLUTION

How did you find EverHelp?

Online Search

Why did you select EverHelp over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from EverHelp were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Customer support processes for our 1st line of support, including email coverage and calls on demand.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Increased the percentage of issues resolved on the first contact by 23%, reducing the need for follow-up and enhancing customer experience.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

No issues with the team members, though since it was the Talent Only option, we were responsible for the management processes.

What was your primary form of communication with EverHelp?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

The team included support agents who were passionate about their work, and their retention rates were impressive.

Are there any areas for improvement or something EverHelp could have done differently?

We needed a little more flexibility in the Talent-Only option. Anyway, we chose it as the first one to test, but we are considering switching to a Dedicated Team.

BACKGROUND

Please describe your company and position.

I am the Marketing Manager of Devo Solutions

Describe what your company does in a single sentence.

Developing and marketing CPL projects

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?

Ensuring that customers receive high-quality support that leaves them satisfied.

SOLUTION

How did you find EverHelp?

Online Search

Why did you select EverHelp over others?

Good value for cost

How many teammates from EverHelp were assigned to this project?

13

Describe the scope of work in detail. Please include a summary of key deliverables.

EverHelp delivered a team of highly trained support agents capable of handling customer inquiries independently, ensuring smooth integration into operations. Flexible staffing solutions were implemented to manage seasonal spikes or unexpected surges in demand, maintaining seamless service with no delays or backlog. 

And also detailed reports on key performance indicators like Customer Satisfaction (CSAT), First-Contact Resolution (FCR), and overall resolution times were provided regularly, offering valuable insights for continuous improvements.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The collaboration achieved measurable success through increased first-contact resolution rates, improves customer satisfaction (CSAT), and consistent handling of peak volumes without service disruptions.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We were satisfied, also communication with the Integration Manager Ruslana was very pleasant, she is real professional. 

What was your primary form of communication with EverHelp?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

The team composition was perfect. They were deep into their work.

Are there any areas for improvement or something EverHelp could have done differently?

Expecting them to provide sales services too! We would be happy to outsource it with EverHelp too.

BACKGROUND

Please describe your company and position.

 I am the CMO of an information technology company 

Describe what your company does in a single sentence.

Data collection and delivery

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?

Customer Support Experience

SOLUTION

How did you find EverHelp?

Online Search

Why did you select EverHelp over others?

• Pricing fit our budget
• Good value for cost

How many teammates from EverHelp were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The project focused on actively monitoring customer feedback and reviews in real-time, aiming to enhance customer satisfaction and improve the overall reputation of the brand. This involved addressing negative reviews promptly and encouraging positive feedback from satisfied customers.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Our overall product review score increased, reflecting a significant enhancement in customer satisfaction.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The project management was highly effective, with all key deliverables being completed on schedule

What was your primary form of communication with EverHelp?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

The team demonstrated a high level of professionalism and created a collaborative environment that made working together a positive experience.

Are there any areas for improvement or something EverHelp could have done differently?

It would be perfect to have also agents, that are deep in coding, but still we got tech-savvy people. 

BACKGROUND

Please describe your company and position.

I am the Marketing Manager of Panem Agency

Describe what your company does in a single sentence.

Digital Marketing Agency

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?

We hired EverHelp to help us with coverage of presales and support processes.

SOLUTION

How did you find EverHelp?

Online Search

Why did you select EverHelp over others?

• High ratings
• Pricing fit our budget
• Good value for cost

How many teammates from EverHelp were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The SDR outreach focused on lead generation and qualification through targeted email campaigns and cold calling, while customer support ensured prompt assistance and enhanced customer satisfaction through effective communication and problem-solving. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Together, these efforts drove growth and strengthened client relationships.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The team managed the project well and delivered everything on time. Communication was clear, making the process easy and smooth.

What was your primary form of communication with EverHelp?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

We were most impressed by their empathetic attitude while interacting with clients and their responsiveness to our feedback and requirements.

Are there any areas for improvement or something EverHelp could have done differently?

Everything met our expectations, and there’s nothing we would suggest they do differently.

BACKGROUND

Please describe your company and position.

I am the Chief Strategy Officer of FuseBase

Describe what your company does in a single sentence.

Online collaboration software for professional servives. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?

• We were searching for a BPO to delegate our support processes and reduce our operational costs.

SOLUTION

How did you find EverHelp?

Online Search

Why did you select EverHelp over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from EverHelp were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Continuous communication, timely updates, ongoing educational training, and immediate real-time responses.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

EverHelp improved user satisfaction and positive feedback on overall experience rising. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The team was very punctual, and we also had an excellent match with Team Lead Valentyna. The experience was perfect, and her friendly manner was appreciated.

What was your primary form of communication with EverHelp?

Email or Messaging App

What did you find most impressive or unique about this company?

Expertise they have in support processes.

Are there any areas for improvement or something EverHelp could have done differently?

We were satisfied with everything.

BACKGROUND

Please describe your company and position.

I am the CMO of Whitepage

Describe what your company does in a single sentence.

Presentation design agency that helps businesses create winning presentations, from pitch decks to financial analysis and more.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?

• We needed to cover back-office support tasks by outsourcing.

SOLUTION

How did you find EverHelp?

Online Search

Why did you select EverHelp over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from EverHelp were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

EverHelp provided remote support for administrative tasks such as email management, scheduling, and data entry, as well as communication and project management. Their service also included personal assistance. Key deliverables were on time, accurate document handling, and regular progress updates.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We saw a noticeable increase in positive feedback from other team members. Plus there were no problem with accuarate data handling anymore

Describe their project management. Did they deliver items on time? How did they respond to your needs?

EverHelp showed exceptional project management. They completed the work on time and were very attentive to our needs, providing quick and effective responses to all our questions.

What was your primary form of communication with EverHelp?

Email or Messaging App

What did you find most impressive or unique about this company?

They were able to execute complex tasks accurately and in a timely manner.

Are there any areas for improvement or something EverHelp could have done differently?

Everything was handled perfectly.

BACKGROUND

Please describe your company and position.

I am the CEO of PioGroup

Describe what your company does in a single sentence.

EdTech software development 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?

We needed to cover our email support, ensuring that all customer inquiries were handled efficiently and effectively. This involved managing a high volume of emails, maintaining quick response times, and providing accurate and helpful information. The goal was to improve customer satisfaction and streamline our communication process.

SOLUTION

How did you find EverHelp?

Online Search

Why did you select EverHelp over others?

• Good value for cost
• Company values aligned

How many teammates from EverHelp were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We've decided to outsource our email channel and have proceeded with the Shared Team option.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Feedback and satisfaction scores from customers who interacted with our email communications improved, suggesting a better overall experience. We also reduced our backlog. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

EverHelp did their best regarding time management.

What was your primary form of communication with EverHelp?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

The people and how easy it is to interact with them.

Are there any areas for improvement or something EverHelp could have done differently?

Everything was good. We did not encounter any issues with the EverHelp team.

BACKGROUND

Please describe your company and position.

I am the CEO of BiLingoPlus LSP

Describe what your company does in a single sentence.

BiLingoPlus specializes in providing high-quality localization and translation services, with a focus on IT-related content.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?

• Developing and maintaining a knowledge base to empower customers with self-service options.
• Ensuring data security and privacy in all customer interactions to build trust and compliance.

SOLUTION

How did you find EverHelp?

Online Search

Why did you select EverHelp over others?

• Pricing fit our budget
• Referred to me
• Company values aligned

How many teammates from EverHelp were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

EverHelp, as a support service provider, developed a comprehensive, user-friendly knowledge base to boost customer self-service and streamline support efficiency. They implemented robust data security measures and ensured compliance with data protection regulations. The dedicated team effectively managed calls, emails and live chat.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

FRT changed as we aimed and we got monthly statistics for the product, offering insights into performance trends and areas for improvement.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

All objectives went smoothly and efficiently.

What was your primary form of communication with EverHelp?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

The people, the team became our colleagues and great fans of our product 

Are there any areas for improvement or something EverHelp could have done differently?

Sometimes the have overloaded periods and you need to wate 1-2 weeks to get new agents, but EverHelp is ready to be flexible and urgent if you ask them