Wisey Grows to 5,400 Monthly Requests with 85% CSAT via EverHelp
Productivity Application Wisey
Wisey is a productivity and personal growth app designed for people who struggle with procrastination and staying on track. With bite-sized guidance and a powerful suite of tools, including a Guided Daily Plan, Focus Timer, App Blocker, Habit Tracker, and Focus Soundscapes, Wisey makes daily growth simple and sustainable.
Trusted by 1.3 million users worldwide and rated 4.8/5, the platform offers 100+ self-growth materials and achieves a 90% daily plan satisfaction rate, helping people stay productive, motivated, and moving forward every single day.
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: Adjusting Wisey’s Support Capacity
Wisey came to EverHelp with a customer support operation that had outgrown its capacity.
- Only 1 support agent was managing approximately 550 monthly customer requests.
- FRTs were around 6 hours, while the average response time was 12 hours.
- Full issue resolution took up to 48 hours
The Solution: Building a Ticketing System & Prioritization Protocols to Cut 6 Hour FRTs
EverHelp developed a more comprehensive support strategy to help Wisey grow their operations.
Ticket Management
- We implemented a new ticketing system as the operational foundation for the new support setup.
- Introduced structured issue handling through prioritization & categorization.
Support Team
- Sourced and hired 7 agents to form a dedicated team.
- Launched a training program for support agents, focusing on product knowledge, communication skills, and problem-solving techniques.
- Implemented a reward program for agents who consistently achieve high satisfaction scores.
Performance & Quality Control
- Organized a solid feedback mechanism that allowed users to easily rate their support experience and provide comments for further improvement.
- Introduced quality control practices for complete performance tracking.
The Results
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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