Expanding Support for Liven to Reach 5 Min Full Case Resolutions

SaaS Platform Liven

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Liven is a well-being and self-discovery app that helps people manage stress, anxiety, and emotional patterns through personalized programs built around neuroscience. Users start with a short assessment, then get a tailored plan covering mood tracking, journaling, daily tasks, and an AI companion available around the clock. The programs are co-developed with licensed therapists and health coaches, and backed by a community of 2.5 million users worldwide with an 84% program satisfaction rate.

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Who’s EverHelp?

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EverHelp is an industry-leading provider that combines human + AI efforts to deliver custom support outsourcing services. Since our founding in 2021, we have scaled from 5 employees to 1,000+ agents across 4 continents and have worked with over 100 clients. But great support today isn't just about people, but about pairing the right humans with the right technology.

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That's why we combine our expert agents with Evly, our proprietary AI customer service agent built on everything we've learned about delivering exceptional customer experiences. The result? A seamlessly blended human + AI support model that helps our clients:

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• Deliver quick email responses in under 10 minutes
• Offer a true round-the-clock experience with 24/7 support
• Achieve 83%+ CSAT scores
• Resolve 97% of disputes

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Challenges: Limited Capacity of a Small Support Team 

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Liven initially faced issues when establishing an effective customer support system, which led them to reach out to EverHelp. They started off with:

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• 1 support agent handling 450 monthly requests
• 19-minute first response time and 73-hour average case resolution
• 56% customer satisfaction rate

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Solution: Building a Specialized Team of 20 Agents

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The EverHelp team evaluated the client’s case and came up with a tailored solution plan to resolve all existing issues with customer service:

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• Support team – hired and managed a specialized team of 20 agents with 2 bilingual representatives handling peak demand
• Knowledge base – organized detailed information materials to streamline the support process
• Support flow – introduced innovative flow theories and conducted systematic testing of new operational workflows.
• User feedback – established a transparent user feedback collection system

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The Results

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What Users Say About Wisey Now

Looking Ahead

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Moving forward with Liven, we are planning to:

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• Expand the bilingual support capacity beyond the current 2 agents to better serve Liven's international user base.
• Formalize the user feedback loop into a structured reporting pipeline that feeds recurring issues and user pain points directly into Liven's product and program development.
• Use the existing knowledge base as a foundation for a self-service help center to reduce inbound volume for common subscription and account questions.

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