Which Cases to Automate?

When thinking about which automations you should set up for your team, as a rule of thumb, you should start by looking at your customers’ requests and identifying their most asked about topics. 

With Cleverly, there are several ways in which you can understand what cases to automate and how to best handle them:

• Send an automatic reply to requests that are always replied to in the same way;
• Send a relevant first reply to simple requests.

But it’s not just a matter of replying to tickets. Anything that can be automated to reduce or eliminate manual and repetitive work — while improving agents’ productivity — is a good way to go. 

Automations allow you to also:

• Set a higher priority for tickets that are revenue drivers
• Routing requests to specific teams or agents

Let’s have a look at the different cases. 

Send an automatic reply to requests that are always replied to in the same way

Cleverly helps you understand how tickets within a category are being replied to. You can check that by:

• Signing in to your Cleverly Dashboard;
• Using the left menu and navigating to “Cards”;
• Ordering the Cards by “Macro %” by using the column labels below the date picker.

Once the Cards are ordered by Macro Usage, you will have an indication of which types of requests are being replied to always, in the same way, using templates. Those can most likely be automated — just use the corresponding categories to configure the best automation.

Send a relevant first reply to simple requests

Simple requests are those that require a straightforward resolution, usually needing just one reply. Think: 

• Password reset requests;
• Order tracking information;
• Accepted payment methods;
• Opening hours of physical locations;
• Etc.

If the automated reply doesn’t do the trick and the customer answers back, you can prioritize those requests so that agents handle them promptly. 

Set a higher priority for tickets that are revenue drivers

We consider tickets to be revenue drivers whenever a quick reply might drive sales or conversion. Usually, these tickets reflect a request by a customer who reports a problem during checkout or is on a payment page but has questions before completing the operation. Basically, they include any customer request that, if acted quickly upon, will increase your revenue. 

Cleverly allows you to automatically set the priority of these tickets to “high” so that agents know they should handle them first. 

Routing requests to specific teams or agents

There are some requests that end up in your customer service team’s workload that need to be handled by a different team, for example, billing-related questions that should go to the Finance department. There are also sensitive questions that should be handled by senior agents only and, on the other hand, simple resolution requests like the ones mentioned above, that can be assigned to new team members being ramped up. 

Once you have identified which types of requests you would like to define an automation for, just follow the corresponding steps to set it up.