Case Study: Gametime automates customer support during COVID-19 with Cleverly

Within one day Cleverly automates replies for Gametime’s customers’ emails during the Covid-19 pandemic

Gametime, a San Francisco-based e-commerce marketplace for sports and live event tickets, faced a sudden 10x surge in customer support volume during the Covid-19 pandemic as major leagues and events were canceled. Working with Cleverly and its Zendesk integration, the team needed a faster way to handle hundreds of repetitive requests about cancellations, rescheduling, and refunds.

Cleverly implemented an AI-driven triage system that automatically routed tickets and sent replies based on topic, helping Gametime resolve common requests in minutes. The result was that 80% of tickets in the top category were automated, ticket volume decreased by 17.3%, and the equivalent of three full-time agents’ work per day was automated within just 2 days.

Gametime

Jon Braga

Senior Director Support and Operations