Reducing FRT by 98% for a SaaS Project PlantIn

SaaS Platform PlantIn
‍

‍

PlantIn is an AI-powered plant identification app that lets users recognize plants from around the world simply by taking a picture. Featuring an innovative machine-learning system and a database of over 24,000 species, PlantIn delivers plant IDs with 99% accuracy in just a few taps. With 40+ million users worldwide, PlantIn has become a go-to resource for gardeners and plant enthusiasts, offering identification guidance, care tips, and a thriving community built around a shared love of plants.

‍

Who’s EverHelp?

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.

‍

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:

‍

• Deliver quick support 24/7
• Offer a true omnichannel experience across all touchpoints
• Achieve 83%+ CSAT scores
• Resolve 97% of disputes

The Challenge: Providing Fast User Support 24/7

PlantIn turned to EverHelp as they faced challenges with slow response times and limited support capacity. Before we stepped in, they had:

‍

• 1 agent managing 366 customer requests per month
• FRT averaged 6 hours, and general reply time averaged 10 hours
• 72-hour full issue resolution time
• No satisfaction rating system was in place

‍

Our Solution: Building a 24/7 Support Team 

Based on the presented challenges, we focused on organizing the key areas of the client’s support system:

‍

Sourcing & Hiring
‍

• Introduced a 4-step hiring process with a bar-raising stage to source top-level specialists
• Hired 7 dedicated agents

‍

Customer Support Operations
‍

• Launched 24/7 assistance 
• Expanded support channels to include email, widgets, and social media
• Improved the escalation processes for complex issues to be immediately transferred to the respective teams
• Established a feedback loop to collect, analyze, and integrate user feedback

‍

Quality & Performance  
‍

• Introduced comprehensive performance metrics
• Organized a quality check that reviews 20% of tickets

‍

The Results: Decreased Response Times & No Backlog

‍

Looking Ahead

As PlantIn continues to grow, EverHelp remains focused on sustaining and improving support quality:
‍

• Maintain and improve CSAT above 81% as ticket volume scales.
• Continue optimizing escalation workflows to keep full resolution times under 3 hours.
• Explore AI-assisted automation with Evly to handle an increasing share of routine requests end-to-end.