Case Study: Dashlane achieves 40% automated replies in under 3 months with Cleverly

Dashlane automates 40% of replies in less than 3 months with Cleverly

Dashlane, a leading password manager serving both B2B and B2C customers, was growing quickly and saw customer support demand rise to up to 6,000 tickets per month. To reduce repetitive work, improve response times, and help new hires ramp up faster without compromising quality, Dashlane turned to Cleverly and its Zendesk-based support solutions.

Cleverly implemented Triage, Automations, and Agent Assist to automatically categorize tickets, suggest replies, and handle common questions without agent involvement. In under 3 months, Dashlane increased its automated reply rate from 3–5% to 37.6%, closed 16.6% of tickets without human interaction, and reduced ticket handling time to 12 minutes, with a goal of reaching 6 minutes.

Dashlane

Shalini Choudhary

Director of Operations