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Latest Insights in AI for Customer Service

customer service efficiency

Measuring customer service efficiency: an interview with EatTasty’s Carolina Cadório

Growing up, Carolina Cadório thought she’d become a biologist. She has a degree in Biology and a master’s degree in Animal Behavior. However, when she was out of university, she took a break from studying and soon realized she didn’t want to build a career centered in the academic world. She got her first customer-facing role in a hostel, before moving on to the startup ecosystem and taking on a ...
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sentiment analysis customer service

Building sentiment analysis in Customer Service

To kick off the new year at Cleverly, we decided to set aside one day per month to explore new things. It could be anything from developing internal tools or researching novel technology, to letting our craziest ideas run loose. So, on the 22nd of January, we held our first Lab Days session, during which we worked in dedicated groups looking into different topics. One of those topics was sentiment ...
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Cleverly partners with iMovo to offer full-scale CX services

Cleverly partners with iMovo to offer full-scale CX services

At Cleverly, we make customer service organizations more efficient through operational excellence using AI-based solutions to deliver the benefits of automation and human augmentation. Today we announce our most recent partnership with iMovo. All of us are living through transformational times, so combining both companies’ knowledge is especially relevant to keep up with the industry and continuously improve the services we offer our customers. Cleverly and iMovo join forces iMovo ...
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The Pareto Rule in Customer Service: why 20 topics are taking 80% of your effort

The Pareto Rule in Customer Service: why 20 topics are taking 80% of your effort

The definition of the Pareto Principle, or Pareto Rule, states that 80% of consequences (or results) come from 20% of causes (or efforts.) The term was coined back in the early 1900s when the Italian economist Vilfredo Pareto noticed that 80% of Italian land was owned by just 20% of the Italian people. It is said that he also recognized the same pattern in his own home, after seeing that ...
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Customer support is all about your people: an interview with Wefarm’s Francisco Araújo

Customer support is all about your people: an interview with Wefarm’s Francisco Araújo

Franciso Araújo’s journey in the world of customer service started back in 2014 when he joined Uniplaces, an online marketplace where students can search for and book accommodation. A few years later he moved on to Monzo, an online-only bank, which he joined as a Product Manager for the Scaling Customer Operations team, working directly with the customer service operations side of the business. He currently works as a Senior ...
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Building your network and other strategies to grow as a Customer Service manager

Building your network and other strategies to grow as a Customer Service manager

Not long after the end of last year’s holiday peak season, the Coronavirus pandemic hit. Given no time to recover, customer service teams were immediately faced with a challenge, this time an unprecedented one. Like many other businesses, some of our customers had to scale operations exponentially to be able to handle an ever-growing number of customer requests. During these tough times, we have seen managers grow and evolve tremendously ...
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