The Cleverly Widget sits inside Zendesk so that it is there right when you need it. It is your best companion in finding the right content to address each customer request and deliver excellent and efficient customer service, with a human touch.
The Widget shows up on the right sidebar of your ticket view. If you are using other apps, you might have to scroll down the sidebar to find the Cleverly Widget (or ask a Zendesk administrator to move it to the top of the apps list).
To find the widget:
- Open your Zendesk account
- Open any ticket
- Look for the widget named Cleverly Related on the right sidebar
(Screenshot of Zendesk ticket view with Cleverly widget on the right side)
When looking into a customer request, Cleverly can help you by showing tailored, relevant content for each individual request. There are 3 steps you should follow when handling a new ticket:
Step 1: Verify Cleverly category
Cleverly automatically assigns a category to each ticket. This category classifies the intent of the user’s first request (first message).
Your first step when looking at a new ticket should be to verify that Cleverly’s category is correct. That should be the case for the majority of tickets, but for cases when the category is not exactly what the user requested, you should select the correct category.
- To correct the Cleverly category, click on the combobox with the category name. You can either search for the new category, or navigate the categories tree.
Ensuring that the Cleverly widget has the correct category for each ticket will result in:
- Meaningful suggested Macros and process Scripts for this ticket
- A positive feedback loop which helps the Cleverly model better classify future tickets
Note: It can happen that the case that the category selection box is not clickable. This can happen for tickets with more than one message, depending on your account configuration.
(Screenshot of open category combobox within Cleverly Widget)
Step 2: Check process Script
A Script is a description of steps or internal procedures which should be followed when dealing with a particular customer request. For example, a Script can detail the actions which an agent should perform before processing a refund to a customer.
Scripts show directly within the Cleverly widget, according to the card they are assigned to. In case there is a Script assigned to this ticket’s particular category, it will show just below the category combobox.
Clicking on the Script name will open the list of instructions. This is the list of steps which you should take to handle this type of request, besides the actual reply to the customer.
(Screenshot of open Script within Cleverly Widget)
Step 3: Use a Macro to reply
Finally, you should reply to your customer and you ought to use Macros as much as possible. Macros are reply templates which help you answer efficiently and consistently.
Suggested Macros will appear on the Cleverly widget. Clicking “Apply” will use this Macro. The text will appear on the reply form, where you can still edit it before clicking Submit. If you wish to see the Macro text before applying it, you can click on its name to open the Macro content.
The suggested Macros are different according to the Cleverly category. That’s why it is so important to make sure you have the right category as described in Step 1.
(Screenshot of Zendesk ticket view where Macro has been been viewed and applied)
In case none of the suggested Macros is the right one for this ticket, you can use the search bar to look for the right one.
The Cleverly search bar will search for Macros titles and text, helping you easily find and use the intended Macro. Moreover, using the search bar, when there are no relevant suggestions, also provides another useful positive feedback loop by letting Cleverly know which was the right template for this specific ticket and category of tickets.
(Screenshot of Macro search within Cleverly widget)
Occasionally, you will see a yellow banner on top of the Cleverly Widget flagging the ticket as Spam. This means that Cleverly has identified this ticket as a suspected Spam case.
If you confirm that this is spam, you should follow your company’s internal procedures for this type of ticket. If, on the other hand, you think Cleverly wrongly classified the ticket as Spam, you just have to click “Not Spam”, which automatically provides Cleverly with feedback on the mistake.
(Screenshot of Spam flag in yellow within the Cleverly Widget)