Building Support for Relatio from Zero & Hitting 86% CSAT Within a Year

Online Application Relatio
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Relatio is a relationship and intimate well-being app built around a simple idea: that improving your connections shouldn't feel overwhelming. With over 1 million users, 150+ expert-developed exercises, and 350K+ five-star reviews, it's become a go-to resource for people working through communication gaps and emotional distance.

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.

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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 omnichannel experience across all touchpoints
• Achieve 83%+ CSAT scores
• Resolve 97% of disputes

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The Challenge: Launching a Support Function for a Brand-New Product

As a startup project, Relatio hadn’t yet had a support system when they decided to reach out to EverHelp. They wanted their new product to have an infrastructure ready to enter the market. Thus, the challenges at hand were:

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• No structured support team or defined processes in place to manage incoming requests.
• The absence of a billing support workflow, which left customer disputes around payments, charges, and unrecognized transactions unaddressed

Our Solution: A Shared Support Team as a Scalable Solution for a Startup

With no existing setup to work around, EverHelp had full room to build the right foundation from the start. We organized the work across four areas:

Support Operations
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• Expanded support channels to include email, widgets, and social media,
• Developed a knowledge base and FAQ section covering the most common issues
• Refined escalation processes so that complex or unresolved cases (particularly billing disputes) were handled by the right people quickly

Team Building
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• Established a structured recruitment strategy to assemble a shared support team of 6 agents suited to Relatio's product and user base.
• Launched ongoing training sessions and workshops to keep the team's product knowledge and communication skills sharp as the platform evolved.

Performance & Quality
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• Introduced comprehensive metrics to track team performance and surface areas for improvement.
• Implemented a reward and recognition program to acknowledge strong performance and keep motivation high across the team.

Customer Feedback
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• Set up a feedback loop to collect, analyze, and channel user input back into product development.

The Results

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Looking ahead

A year in, Relatio has a stable, well-run support operation, which is a strong base to build on. Our next steps will include:
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• Proactive communication around payment events (renewals, failed charges) to reduce the volume of those tickets
• Expanding the knowledge base into a self-service hub to reduce repetitive inbound volume
• As Relatio's user base grows, we plan on introducing Evly AI for first-line triage to help maintain the 2-minute FRT at higher volumes without requiring proportional team growth.