EverHelp is an industry-leading provider of customer service solutions committed to empowering businesses to deliver remarkable customer service. Founded in 2019, their team vowed to revolutionize outsourced customer service, and there is no doubt they picked the right path to get there.
With a growing team of over 400 customer support experts, an employee retention rate of 93%, and a portfolio of over 100 projects successfully delivered in just four years, EverHelp knows exactly what it takes to achieve support excellence and customer satisfaction
We spoke to Viktoriia Stepashko, Quality Control Team Lead at EverHelp, who oversees quality control and assurance on various projects, to learn more about what it takes to be an industry leader in customer support.
Kaizo for EverHelp in 5 seconds
“Kaizo is an innovative AI-powered platform that revolutionizes customer support operations by automating quality assurance, providing real-time analytics, and facilitating personalized agent mentoring.”
Viktoriia Stepashko, Quality Control Team Lead at EverHelp
Going from Google Sheets to Kaizo’s AI
Before Kaizo, EverHelp used Google Sheets.
It’s a story familiar to all: you start small, where processes are just being set up. But at some point, there will be so many touchpoints that running operations manually becomes counterproductive.
EverHelp started with just a few agents and used Google Sheets to evaluate performance and track progress statistics. There was no one space for all QA processes, data was scattered. Once the team size reached 15 people, they switched to Kaizo to run all things QA and performance management within one centralized platform.
Fast forward to 2024, EverHelp is a team of 400 people, handling countless customer interactions and pioneering the use of AI in customer support management.
Between 2023 and 2024, Tickets Handled/hr went up by 280%.
“With Kaizo, we can automatically filter the most critical tickets to evaluate and set up the needed number of tickets to be evaluated”
Scaling QA processes
Kaizo turned the QA experience upside down for EverHelp. The team now has a reliable system for evaluating each agent and analyzing the performance of the entire team. Identifying the root causes of frequent mistakes has become easier than ever, not to mention the impact made on overall team outputs.
Kaizo helps automate the evaluation of mechanical tasks, freeing up time for QA managers to focus on essential activities like agent mentoring. With this extra time, managers can provide personalized coaching, develop targeted training programs, and engage more deeply with individual team members. This approach not only boosts agent performance but also enhances job satisfaction and professional growth.
And as a result, it is not just QA that improved but the company’s standards of support excellence overall. The EverHelp team uses Auto QA, Customer Sentiment Analysis, and Empathy Score to improve customer satisfaction, tailor future interactions, and connect with customers in more meaningful ways.
Between 2023 and 2024, the number of QA ratings increased by 270%, while the IQS score remained consistent at 90%.
“The Auto QA feature has been a game changer in streamlining our evaluation process. It automates the assessment of more mechanical aspects of ticket handling, such as spelling, grammar correctness, readability, and reply structure. This allows our QA team to focus their efforts on more complex and critical aspects of ticket evaluation, such as compliance with workflow processes and legal requirements, ” says Viktoriia.
When Kaizo meets BPOs
Providing excellent customer support is one thing. But providing it at scale, with large volumes of customer interactions, and on multiple projects at the same time is a whole different level of complexity. One that is ever-present in business process outsourcing. This is where EverHelp finds Kaizo to be particularly relevant.
“Kaizo enables us to efficiently evaluate tickets handled by our agents, providing immediate and actionable insights. This allows us to pinpoint areas for improvement, customize training materials, and ensure consistent quality in customer interactions.”
Between 2023 and 2024, Tickets Solved/hr went up by 300%.
On top of handling large volumes of interactions and various projects at the same time, one of the most relatable pain points most BPOs share is continuously growing teams with lots of newcomers to onboard. But EverHelp has got that under control, too. As Viktoriia explained:
“Kaizo has significantly contributed to streamlining processes and improving operational efficiency within EverHelp, particularly in mentoring and evaluation. With its structured approach, Kaizo enables us to establish an efficient mentoring system that simplifies the onboarding process for newcomers. This ensures that new hires quickly grasp our workflows and quality standards, helping them integrate smoothly into the team.”
Where is AI in customer support headed?
First, there will be data usage concerns. The importance of responsible and transparent data usage cannot be overstated for both internal and outsourced teams. And with AI usage in customer support growing by the day, industry experts need to keep their eyes wide open for potential red flags.
And above all, the one thing to take away here is that how companies deliver support and do quality assurance is undergoing unprecedented change, in a good way. And this change impacts almost all the processes, workflows, and even roles that will be relevant for customer support in the coming years. We’re leaving routine manual labor in the past and bringing about a new age of automation, personalization, and plenty of room for innovative thinking and creative solutions.
“As AI continues to mature, it will likely become a fundamental component in crafting personalized customer interactions and optimizing operational efficiency, transforming the landscape of support management into a more data-driven, responsive industry, ” added Viktoriia.
EverHelp is undoubtedly leading the way when it comes to AI adoption for better customer support. After years of fruitful collaboration, we can’t wait to see the heights their team reaches and will be there to facilitate their growth, no matter how daring it gets!
