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 are experts and thought leaders in customer experience systems, practices, and implementation, which is why we are thrilled to say we are partnering with them to offer our joint services to customers in Portugal, Malta…


Photo by Austin Distel on Unsplash

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 80% of the peas in his garden came from 20% of its pea plants. …


Photo by Daan Stevens on Unsplash

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 Product Manager at Wefarm, a social network for small farmers in the developing world. Yet he remains a fierce advocate for good customer service and its importance for business. …


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 as they look for new and creative solutions to their teams’ problems, while, in some cases, having to grow their teams and business operations significantly.

Below are some tips to…


Over the last few months, a lot of companies — startups, multinational corporations, and small businesses alike — made the move to remote work. Some will keep doing so for a longer period than extends itself well into 2021, while others, Twitter, for example, are even going so far as allowing some employees to work from home permanently if they wish to do so.

Some businesses already had best practices in place and were used to seeing their team members work from home on a regular basis. But others, mostly more traditional companies with no remote-work policies whatsoever, struggled to…


A crisis in customer service can take on many different shapes and forms. For airlines, for example, news of a plane accident might lead to a big number of customers wanting to cancel upcoming travel plans. In retail, mass production of a faulty product can mean a spike in order cancellations or returns. Even predictable peak seasons in sales, such as Christmas or other holidays, can turn into a customer service crisis if a team is not prepared to handle the increase in customer requests. …


Gartner predicts that by 2020, an estimated 85% of all customer service interactions will be handled without a human agent. Yes, time flies and 2020 is one year from now! The fact that customers expect real time interactions and value customer experience more and more is one of the biggest challenges this industry is facing today.

Technologies such as machine learning and artificial intelligence could be the response to some of the challenges companies are facing today. In order to excel in the upcoming year, companies should prioritize efficiency and start making the shift. …

Cleverly

Helping companies become more efficient with AI.

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