How Skyfluence Scaled Support to Include 3 Channels & Established 84.1% CSAT
Skyfluence Beauty SaaS Application
Skyfluence is a personalized beauty platform that uses AI to help users develop their makeup skills and skincare routine. Users start with a short quiz and photo upload, and the platform's AI analyzes their face shape, features, and preferences to generate a custom beauty profile. Skyfluence has become a beloved application among 100K+ users, with 90% reporting improved confidence in their makeup.
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 responses in under 10 min on emails
- Offer a true omnichannel experience across all touchpoints
- Achieve 83%+ CSAT scores
- Resolve 97% of disputes
The Challenge: A Startup Product With No Support System
When Skyfluence reached out to the EverHelp team, they were still a very young product. They sought a partner who would help them establish good customer relationships from the get-go. Before we started working, the client:
- Didn’t yet have any established support processes or a team.
- Had issues resolving disputes with payment services, mainly consisting of customer complaints regarding charges and unrecognized transactions.
- Had only received 2 support tickets, each taking 90 hours to resolve.
Our Solution: Building Support From the Ground Up
EverHelp recognized and assessed the challenges the client ran into with their new product and came up with a unique and organized solution to bring their customer support efforts to a higher level:
Support Team
- Developed a smooth recruitment process
- Hired 6 dedicated agents
- Launched regular training sessions and workshops to calibrate the team’s knowledge
- Implemented a reward and recognition program to motivate and acknowledge exceptional performance
Support Operations
- Created a knowledge base and FAQ section to provide quick solutions for common issues
- Expanded support channels to include email, widgets, and social media
- Improved escalation processes for complex and unresolved issues
- Introduced stringent metrics for tracking and analyzing support team performance.
- Appointed a dedicated Billing Member to handle vast disputes with payment providers
Customer Relationships
- Created a customer satisfaction survey to gauge the effectiveness of our support services
- Established a feedback loop to collect, analyze, and integrate user feedback into product development
The Results
Looking Ahead
To help Skyfluence further improve both their brand presence and support system, we are planning on:
- Automating notifications around renewals and charges to cut billing dispute volume before it reaches the support queue.
- Introducing Evly AI to handle the high share of routine subscription and account queries.
- Building on the existing knowledge base to expand it into a helpful self-service hub for users.
FAQ
As EverHelp acts as a strategic partner, we constantly utilize our specialized expertise to:
- Provide CX and business recommendations for managing cancellations and refund rates, VAMP, and billing.
- Identify bottlenecks, streamline workflows, and suggest process improvements that increase team efficiency.
- Organize regular reporting and analysis to identify trends, recurring issues, and opportunities for product or service development.
At EverHelp, we don’t simply replace your in-house team. Our main goal as your outsourced partner is to bring the expertise, structure, and strong management practices that allow us both to maintain high service quality and exceed expectations across key metrics. Our mission is to ensure your customers feel the same (or an even higher) level of care as they would with in-house support, while your business gains measurable value, scalability, and performance improvements.
We build clear reporting and communication systems that allow us to stay fully informed about all the ongoing support processes through:
- dashboards with key metrics
- performance reports with insights
- regular sync-calls with actionable updates and risk flags
- immediate escalation in case of critical issues or SLA risks
After all, our role as your partner is to proactively provide you with information on trends, flag potential risks, and suggest service improvements before they become real issues.
Measurable improvements in CSAT are typically seen within the first 1–2 months after we take over. Our teams follow proven onboarding and training processes, ensuring agents quickly understand your product, tone, and customer expectations. We implement data-driven quality monitoring from day one, identifying gaps and proactively coaching agents. In many cases, clients report noticeable CSAT gains even in the first few weeks, with steady growth as the team fully ramps up.
It usually takes around 4 weeks to get the Everhelp team up and running, and requires almost no time from your internal team. We handle the bulk of onboarding and knowledge transfer ourselves, covering all key steps of the process:
- kickoff& alignment
- integration
- knowledge transfer
- shadowing & ramp-up
In practice, your team’s involvement is limited to critical guidance and approvals, while Everhelp drives the day-to-day ramp-up.
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Here’s why clients love EverHelp
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