How a SaaS Startup Scaled to 40K Tickets with EverHelp
SaaS Startup Title App
Title is a startup application project focused on providing styling services to individuals worldwide. With over 20 million downloads and an average rating of 4/5 stars, the project has gained recognition as a go-to styling solution.
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 agentic AI built on everything we've learned about delivering exceptional customer experiences. Evly:
- instantly responds to queries in just 15 seconds
- handles 85% of routine tickets without agent involvement
- and reduces workload by up to 60% during peak periods.
The result? A seamlessly blended human + AI support model that helps our clients:
- Deliver quick responses in under 45 seconds
- Offer a true omnichannel experience across all touchpoints
- Achieve 83%+ CSAT scores
- Resolve 97% of disputes
The Challenge: Building SaaS Customer Support From Scratch
The client reached out to EverHelp as a startup needing to establish a well-organised support system:
- The project didn’t have a working customer support team on its board.
- They wanted to establish an online presence for their newly-developed platform.
- Title wanted to provide users with a seamless experience while continuing to build their platform.
Our Solution: Full-Service SaaS Support + AI Automation
As Title decided to grow with us, we introduced a scalable, tiered support structure that covers all their main customer touchpoints.Level 1 Support (Customer Service):
- 5 agents handling general chat and email inquiries
Level 2 Support (Technical & Billing):
- 1 expert covering any technical issues users might face with subscriptions or app features.
- 3 billing agents handling payment disputes through Solidgate and Airwallex
Phone Support:
- 2 agents covering incoming calls and voicemail
- Introduced IVR to facilitate self-service via phone.
Community & Content Team:
- 1 SMM specialist handling interactions across review platforms (TrustPilot, App Store, Sitejabber, Real Reviews, etc.), responding to comments, reaching out to users, and managing retention.
- 2 outstaff team members creating content for Title’s social media (Instagram, Facebook, and Pinterest) and writing blog articles and a guide for their application.
The Challenge: Building SaaS Customer Support From Scratch
The client reached out to EverHelp as a startup needing to establish a well-organised support system:
- The project didn’t have a working customer support team on its board.
- They wanted to establish an online presence for their newly-developed platform.
- Title wanted to provide users with a seamless experience while continuing to build their platform.
Integrations We Implemented
To help Title handle the growing ticket volume, we deployed a custom-trained AI customer service agent. This solution now resolves 65% of all requests end-to-end. Combined with Title’s existing chatbot, our agent has automated 74% of all public replies, allowing our human team to operate on a 16/7 schedule (down from 24/7) without sacrificing quality.
SaaS Support Results: 40K Tickets/Month with 1-Minute Responses
Looking Ahead
As of now, the key focus for EverHelp is increasing the percentage of tickets handled automatically. We are also working on:
- Continuously meeting the established metrics’ targets
- Further increasing the CSAT score
- Stabilising the TrustPilot score in the 4-5 star range
- Incorporating the Voided Rate metric into the team’s operation.
FAQ
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.
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.
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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