Cutting 207-hour FRT to 5 min for a SaaS Live Chat App Mili

Mobile Live Chat Application Mili

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Mili is a video chat app built for people who want to genuinely connect with strangers online. They offer options for private video calls, live video chats, and text chats as a means for users to meet new people, practice foreign languages, and feel part of something bigger. With over 500K downloads and a global community of 1M+ open-minded people, Mili keeps the conversation going 24/7 through live streaming, interest-based matching, and an internal user rating system that ensures every interaction stays safe and secure.

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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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The Challenge: One Agent and a Support System Stretched Too Thin

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Mili reached out to EverHelp as a growing SaaS project whose support capacity prevented them from growing its business operations. Their customer service looked like this:

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• 1 support agent handling 215 monthly customer requests
• First reply time stood at 207 hours, with an average response time of around 205 hours
• Full issue resolution stretched up to 250 hours, meaning some users went over 10 days without a resolved case.
• Customer satisfaction reflected the strain, sitting at just 58.2%, well below any acceptable benchmark.

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Our Solution: Introducing a Shared Team To Increase Support Capacity

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EverHelp took a structured, end-to-end approach to transforming Mili's support operation, and introduced:

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• Recruitment & training program – developed a robust hiring and onboarding program, building a shared support team capable of processing up to 2,500 monthly requests.
• Performance metrics & management – implemented in-depth tracking and analytics across the support team, allowing for continuous improvement and more effective handling of customer inquiries.
• Escalation processes – strengthened escalation pathways to ensure complex or unresolved issues are swiftly routed to the right teams without delay.
• Feedback loop – built a structured system for collecting, analyzing, and integrating user feedback directly into the product, driving ongoing improvements aligned with real user needs.
• Monthly product statistics – established regular reporting on performance trends, giving Mili's team clear visibility into support health and areas for development.

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The Results: An 11x Leap in Capacity and a 27-Point CSAT Turnaround

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Looking Ahead

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With a stable team, a functioning feedback loop, and monthly reporting already in place, the next phase of our collaboration with Mili is about turning a reactive support operation into a proactive one:

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• Use the monthly statistics pipeline to identify recurring user pain points and feed them directly into Mili's product roadmap, closing the loop between support data and product decisions.
• Expand the feedback loop into a structured Voice of the Customer program, using CSAT trends and user comments to guide community moderation improvements and feature prioritization.
• With CSAT now at 85%, set a target of 90%+ by introducing agent specialization – dedicating team members to specific issue categories such as safety reports, technical bugs, and onboarding friction.