With Cleverly’s assistance, Perfumes & Companhia was able to double customer service productivity and reduce its backlog by 75% by: automatically resolving system notifications and newsletters;
sending personalized replies to non-sensitive requests depending on the topic;
and automatically filtering out any tickets regarding GDPR concerns, data, and complaints, to be addressed manually by an agent. 96.3% of all replied tickets were solved in one touch. The ones that got a customer reply back were prioritized and given personalized assistance by an agent. By prioritizing incoming requests automatically, agents no longer have to look at a full, disordered inbox; instead, they have priority queues. In just one week of using Cleverly’s solution, agents felt less overwhelmed and were able to improve their productivity, handling almost double the number of tickets than the week before. As for the automated replies, they are now being sent out to 30% of all tickets, with 96.3% being solved with just that one automatic answer.