EverHelp

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 

BACKGROUND

Please describe your company and position.

I am the Marketing Manager of Spendbase

Describe what your company does in a single sentence.

We cut software expenses for companies and optimize their resources 

OPPORTUNITY / CHALLENGE

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

• We engaged EverHelp to enhance our current in-house team with additional resources, as the high peak period went. However, we decided to go further as we were satisfied with the quality

SOLUTION

How did you find EverHelp?

Online Search

Why did you select EverHelp over others?

• Pricing fit our budget
• 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.

We required a skilled customer support team capable of offering assistance across various channels. We needed a team proficient in multiple languages. We aimed to assign our support functions to a dependable provider to free up resources for more critical tasks of our in-house team during the peak period.

RESULTS & FEEDBACK

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

As EverHelp demonstrates progress they improved customer satisfaction ratings, increased efficiency in support response times, and cost savings due to optimized resource allocation

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

They managed to match all the SLAs, as we had set before the cooperation.

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?

I was impressed with their attitude toward work.

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

I can’t name something that was inappropriate, though it would be great to have more languages affordable for support providing. 

BACKGROUND

Please describe your company and position.

I am the SEO of Softbook

Describe what your company does in a single sentence.

Softbook LMS is a platform for online schools to improve course sales.

OPPORTUNITY / CHALLENGE

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

• Managing customer inquiries and issues across various communication channels
• Streamlining support processes to reduce costs and improve operational efficiency

SOLUTION

How did you find EverHelp?

Online Search

Why did you select EverHelp over others?

• Referred to me
• Company values aligned
• Pricing

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.

The EverHelp team scheduled a call with us to go over the process and make sure everything was done as we requested. They set up a strong quality assurance process based on our feedback. They returned the work to us on time and promptly addressed any issues that came up.

RESULTS & FEEDBACK

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

The SLAs were targeted as we discussed 

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

The work was delivered on time and we had regular brainstorm sessions between our managers.

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 had fun with their Team Lead. I was pleased to work with such talented people.

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

We were satisfied with EverHelp's services, though we would like to have more multilingual agents. EverHelp seems to be able to deliver this. 

BACKGROUND

Please describe your company and position.

I am the Marketer of MySignature

Describe what your company does in a single sentence.

MySignature is an online email signature generator that helps create professional and branded email signatures for Gmail, Outlook, Apple Mail, Thunderbird, and Office 365 clients. No technical background is needed.

OPPORTUNITY / CHALLENGE

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

• To cover 24/7

SOLUTION

How did you find EverHelp?

Online Search

Why did you select EverHelp over others?

• Pricing fit our budget
• Referred to me

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.

Connecting with clients in Live Chat and by email, taking control over our reviews.

RESULTS & FEEDBACK

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

We improved the product score and covered 24/7 as targeted.

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

It was on time.

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 liked the predictable scale-up MySignature provided.

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

We would like to have close connections with other team players, not only the Team Lead. But it's more our wish than an obligatory thing to have, I believe so.

BACKGROUND

Please describe your company and position.

I am the CEO of Cobit Solutions

Describe what your company does in a single sentence.

We implement custom modern company dashboards to replace tedious, time-consuming regular reporting.

OPPORTUNITY / CHALLENGE

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

• Reduce the backlog in tech support and offer personalized consultation for pre-sales services.

SOLUTION

How did you find EverHelp?

Online Search

Why did you select EverHelp over others?

Pricing fit our budget

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.

This includes efficiently handling tickets in the ticketing management systems, addressing technical issues promptly, and delivering tailored advice and information to potential customers to enhance their understanding and decision-making process. Key deliverables include:

• streamlined support operations
• improved response times
• comprehensive pre-sales guidance
• a more satisfied customer base

RESULTS & FEEDBACK

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

We no longer experience backlog, and we have reduced operational costs in support processes.

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

The team was prompt and flexible in meeting communication demands.

What was your primary form of communication with EverHelp?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

Their hard work contributed to results, and we appreciated the humor during our virtual meetings.

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

The services provided were quite sufficient; there is nothing specific to point out for improvement.

BACKGROUND

Please describe your company and position.

I am the Head of Business Development of the company.

Describe what your company does in a single sentence.

We provide an API for sending transactional and marketing emails.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EverHelp to accomplish?
We aimed to improve our customer communication, which became particularly urgent as customer requests increased.

SOLUTION

How did you find EverHelp?

Referral

Why did you select EverHelp over others?

Pricing fit our budget

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 was tasked with managing our email and chat customer communication, which is crucial for customer interaction. This involved gathering project requirements, guiding strategy development, and answering customer inquiries. We required seamless communication during both work hours and weekends, along with quick integration into our system and understanding of our product and customer base.

RESULTS & FEEDBACK

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

The team effectively established a positive initial impression for new customers, enhancing our communication from the outset.

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

Project management included retrospectives and regular sessions with the Team Lead to ensure timely delivery and responsiveness to our requirements.

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 analytic approach significantly influenced our product development. 

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

No, there was nothing they needed to improve on.

BACKGROUND

Please describe your company and position.

I am the Head of Marketing of an app development company. 

Describe what your company does in a single sentence.

We're an Atlassian app developer with a range of products that simplify project management and reporting.

OPPORTUNITY / CHALLENGE

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

• If users have difficulties while using our apps, they contact the support team via live chat or mailing, and get their issues resolved and their questions answered.

SOLUTION

How did you find EverHelp?

OtherWe were advised by one of our partners.

Why did you select EverHelp over others?

• Pricing fit our budget
• Good value for cost
• Case studies

How many teammates from EverHelp were assigned to this project?

10+

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

We have a dedicated team that handles support 24/7. The agents provide support for our users in live chat in real time through a Zendesk platform. C1 English skills help them properly handle the issues.

RESULTS & FEEDBACK

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

We were impressed to see amazing FRT which we couldn't achieve without the EverHelp team. Usually it was under 1 minute and it was really good.

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

Zendesk / Slack. Team Leads assistance and regular retrospectives.

What was your primary form of communication with EverHelp?

Virtual Meeting

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

Aside from the hard work that was done, the EverHelp team are just pleasant people. They have an easy-going process combined with high proficiency. 

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

None. 

BACKGROUND

Please describe your company and position.

I am the Marketer of Ringostat

Describe what your company does in a single sentence.

AI-Powered Business Phone & Marketing Performance Platform

OPPORTUNITY / CHALLENGE

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

• Contribute to our support processes

SOLUTION

How did you find EverHelp?

We were referred to EverHelp by one of our partners, who had a positive experience with them

Why did you select EverHelp over others?

Referred to me

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.

At Ringostat, we engaged EverHelp to handle our back-office operations and provide comprehensive support BPO services. Our primary objective was to streamline administrative tasks, enhance customer support efficiency, and ensure seamless communication with our clients. This partnership aimed to optimize our internal processes, allowing us to focus more on our core business functions and deliver exceptional services to our clients. 

RESULTS & FEEDBACK

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

We increased our scores, which we aimed to target. The SLA helped us to set all the goals, basically, the integration Manager on the EverHelps side assisted in setting up all the KPIs. 

Have no backlog in our support tasks either. Decreased tense from our internal team too. 

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

We used to sync with the management team a lot. It is discussed beforehand with EverHelp. I believe is a unique experience regarding your team and the demands you possess.

What was your primary form of communication with EverHelp?

Virtual Meeting

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

Communication with the Team Lead is smooth and efficient. Especially with the data-analytic approach EverHelp has. 

The company has such a great attitude to work, it's a pleasure to watch!

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

-

BACKGROUND

Please describe your company and position.

I am a former manager at eSputnik

Describe what your company does in a single sentence.

eSputnik offers a comprehensive solution that integrates all customer data and communication channels into a single system, empowering businesses to effectively manage their marketing efforts.

OPPORTUNITY / CHALLENGE

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

• Provide robust support to our users
• Enhance product metrics by addressing user issues

SOLUTION

How did you find EverHelp?

Online Search

Why did you select EverHelp over others?

• Good value for cost
• Possibility to scale up or down as needed

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.

• Handle user inquiries
• Resolve issues
• Suggest product improvements 
• Generate reports

RESULTS & FEEDBACK

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

• Reduced response time
• Increased customer satisfaction score
• Improved retention rate

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

EverHelp's project management was great, adhering to set deadlines and maintaining open lines of communication throughout. 

What was your primary form of communication with EverHelp?

Virtual Meeting

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

What stood out most about EverHelp was their flexibility, proactive approach to suggesting improvements, and genuine interest in understanding the intricacies of our project to provide top-notch customer support.

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

At present, there are no significant areas for improvement noted, as EverHelp remains receptive to feedback and dedicated to delivering exceptional service.