Cutting Resolution Times by 64% for SaaS Project StreetCrowd

Technology SaaS Platform StreetCrowd
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StreetCrowd is a technology platform that connects people with shared mobility and micro-mobility providers across Belgium, Germany, Hungary, and Canada. Users get paid to complete tasks for those providers – primarily relocating shared cars from low-demand to high-demand areas, but also charging electric vehicles, cleaning, and other service tasks, depending on the provider. Today, the platform's 52K+ member community has collectively saved 1,449 tonnes of CO2, proving that this service offers a practical way to earn while contributing to cleaner cities.

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

The Challenge: Struggling with Large Ticket Backlog & 70-Hour Resolutions

StreetCrowd reached out to EverHelp because their support team was stretched too thin and had experienced an unexpected ticket overflow. We stepped in to help solve the following issues

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• The ticket backlog resulted in 1-hour first response times.
• Absence of a centralized knowledge base, which led to full resolution times of 70+ hours.
• Lack of uniform standards for handling requests.
• No communication channel between agents and the technical department, so related cases took much longer to close.
• No structured way for users to report their needs or flag recurring problems.

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Our Solution: Equipping the Team with Structured Processes & 24/7 Capacity

In our approach, we decided to focus on providing agents with more resources and a better structure of support processes.

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Support Team

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• Built a shared team of 15 agents
• Established 24/7 support
• Launched continuous training programs to sharpen product knowledge & improve communication

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Workflows & Processes

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• Organized back-office support processes.
• Created a centralized knowledge base with answers to common questions
• Established a direct escalation channel between the support team and the technical department.
• Identified the most frequent user issues and implemented a systematic approach to resolve them.
• Integrated a tool to automatically merge similar tickets.
• Built out a detailed help section for users to find quick answers independently.

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The Results
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Looking Ahead

Since we have established a solid support foundation, we will further look into the opportunities to optimize the performance:

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• Introduce Evly AI to handle the share of routine, repetitive requests
• Use the knowledge base and interaction data to identify where users are dropping off or getting confused in the task flow
• Build a product feedback channel to collect, tag, and report patterns of technical issues for further improvement.