Case Study: Bizay doubles agent productivity with Cleverly

Bizay doubles agent productivity across 21 markets with Cleverly

Bizay, a merchandising marketplace based in Portugal, needed to scale customer support as it expanded from 4 to 21 markets and 12 languages. The team struggled with inconsistent support processes, manual macro use in Salesforce, and growing request volumes, while aiming to keep service quality high without significantly increasing headcount.

Cleverly helped Bizay streamline support with Triage technology for automatic ticket routing, AI-powered reply suggestions in Salesforce, and Automations for common questions. The impact was significant: agent productivity doubled, tickets handled per agent increased 100%, ticket handling time dropped 42.8%, and around 6,000 monthly cases were automated, allowing the same 35-agent team to support more customers faster.

Bizay

Bernardo Marques

Head of Operational Excellence