Cleverly acts as a knowledge layer on top of your operation and different helpdesk software solutions, and helps you understand trends in customer requests, define procedures and reply templates, control automations, measure productivity, and all which is related to the management of content to provide excellent and efficient customer support.
The Cleverly Dashboard is the end-to-end management suite which helps you control the content and knowledge of your customer service operation.
You can find the Dashboard by logging in at app.cleverly.ai. When logged in, you will find the following sections which can be accessed from the bar on the left:
- Metrics (soon)
Whenever you get a request from a customer (i.e. a ticket or case), Cleverly will automatically label the request with a category (e.g. What is the order status or Refund request). A Card represents each of these categories of customer requests and all associated content.
The Cards page lists the cards of all categories of your account.
Inside the page of each Card, you will find further metrics for the specific customer requests which were labeled with the Card’s category. You can also link specific Knowledge Resources (Macros, Scripts) to the Card through Assignments.
You can find further information about Cleverly Cards in this article.
(Screenshot of cards page)
Knowledge resources include Macros and Scripts.
Macros are answer templates which agents can use when replying to customer requests.
Scripts are descriptions of steps or internal procedures which should be followed when dealing with a particular customer request.
All your Macros and Scripts can be found on the Knowledge page where you can create new, edit existing ones and review them collaboratively.
(Screenshot of Knowledge page)
An assignment lets Cleverly know that a certain resource (e.g. a Macro) should show to the agents when a customer request of that Card’s category (e.g. Refund request) arrives. Assignments are managed within the Card page and are the way to relate Cards and Resources.
While macros will always be available to agents from the Cleverly search bar on the Cleverly Widget (as long as they have the status Published), if you want Cleverly to suggest a particular Macro for customer requests of a specific category, you have to create an assignment.
As for Scripts, they will only show if there is an assignment to a card. This happens because, contrary to Macros, there is no search bar for scripts inside the Cleverly widget.
It is important to keep in mind that assignments are different from the resources themselves. You can, therefore, assign a Macro to multiple Cards or delete assignments without interfering with the Macro itself.
More details on assignments can be found in these articles:
- Configuring A New Macro Assignment
- Configuring Multiple Macro Assignments
- Configuring A New Script Assignment
(Screenshot of Card page with assignments)
The Settings page lets you tune the following configurations of your account:
- Account Languages
Account Languages are the languages that you expect customer requests to have. These are typically the same languages for which you provide support. By adding a new language as Account Language, you will be able to filter Cards and the Card page by the new language, as well as create assignments with this specific language as a condition.
(Screenshot of Settings page)