Company

Bizay doubles agent productivity across 21 markets with Cleverly

Cleverly customers - bizay suggests reply templates to agents in several languages

Challenge

  • Scale the business from 4 to 21 markets without escalating costs
  • Maintain support consistency across 21 markets and in 12 languages
  • Increase support team’s capacity and efficiency

Solution

  • Agent assistance through reply suggestions
  • Automated replies to customers’ most common questions
  • Triaging and routing requests to the right team(s)

Results

  • 100% increase in # of tickets handled per agent 
  • 42.8% reduction in ticket handling time
  • 12% of tickets fully automated monthly
Industry

Services

Headquarters

Portugal

Helpdesk Platform

Salesforce

Time to results

3 months

Background

Bizay is a merchandising marketplace that provides online design and printing services to enrich its customers’ marketing strategies.

It was established in 2013 in Portugal and currently does business in 21 countries worldwide, including Europe, South America, and North America, where its products help support small and medium companies.

Challenge

As Bizay’s business grew, both within and outside Portugal’s borders, so did its customer base. One of the major company milestones in 2019 was the expansion from 4 to 21 markets. That meant that Bizay would need a more efficient support team with streamlined daily operations, to be able to handle the rise in the number of customer support requests, as well as train new team members as quickly as possible without sacrificing the excellence and customer satisfaction that distinguishes the brand.

Bizay’s main challenge was to provide the same level of customer service across all 21 markets without compromising support quality and consistency, and without escalating costs or significantly expanding its support team.

Internal processes were Bizay’s biggest constraint. Its support team already had an extensive database of templates. However, these didn’t live inside the team’s CRM, so the use of macros by agents consisted of copying and pasting the content from a spreadsheet into Salesforce, which in turn resulted in reply and handling times longer than desired with each agent answering an average of 50 cases per day.

Additionally, 90% of cases were answered using templates, so Bizay began seeing the need to answer these without human contact to increase the team’s efficiency. 

Cleverly has helped us double agent capacity and maintain consistency, while scaling to new markets and offering support in 12 different languages.

Bernardo Marques, Head of Operational Excellence, Bizay

Solution

Bizay partnered with Cleverly in November 2019 to optimize its support operations.
Using Cleverly’s Triage technology, the necessary machine learning models were trained to perform well in the 12 different languages supported by Bizay in order to automatically triage incoming customer requests and route them to the correct team(s).

Cleverly’s trained data model was also used to identify knowledge gaps and help Bizay generate a complete knowledge base of reply templates in 12 languages and complement Bizay’s existing reply database of 700 macros.

Cleverly is also being used to assist agents via its recommendation model that suggests answers for the different types of requests directly on Salesforce, ensuring faster, more consistent, and cohesive answers across the whole team, while removing the need to switch back and forth between the CRM and other tools.

Finally, with Cleverly Automations, Bizay is now able to automatically reply to the most common requests that were taking up most of the agents’ time, which translates into 6000 monthly cases that don’t enter the team’s pipeline.

Business results

With Cleverly’s suggested responses on Salesforce, Bizay’s agents became more efficient. Before Cleverly, each agent was handling an average of 50 cases per day instead of the current average of 100, which can go up to 160 for top-performing agents. Not just that, but case handling times decreased from 7 minutes to less than 4 minutes, as a direct result of needing only one tool to get the job done. 

Cleverly’s solution also reduced hiring needs at Bizay. By decreasing the average handle time per case, the same-sized team of 35 agents and two team leads can reply to a higher number of requests.

Additionally, Bizay is now automating replies to an average of 6000 cases out of 50000 every month. This means that agents are left with more time to handle complex cases, give replies to customers on more immediate channels such as social media, and focus on customer retention. 

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