Academia Press receives a high volume of queries from authors, reviewers, and readers. They use Deskhero's ticket management feature to efficiently handle these queries. The AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest replies, significantly reducing the response time.
The company also leverages Deskhero's custom fields and user groups features to categorize and prioritize tickets. This ensures that urgent and high-priority issues are addressed promptly. The AI capabilities also enhance the search results, making it easier for the support team to find relevant information.
Academia Press has a vast knowledge base consisting of policies, manuals, and presentations. They use Deskhero's AI to generate articles from these files, creating a comprehensive and easy-to-access resource for both the support team and customers.
With Deskhero's website scraping feature, Academia Press keeps its knowledge base up-to-date with the latest information from relevant academic websites. The AI capabilities ensure that only relevant and useful information is included in the knowledge base.
Finally, the company uses Deskhero's REST API to integrate the platform with their existing systems. This seamless integration, coupled with the AI capabilities, makes Deskhero a powerful tool for improving customer support at Academia Press.
How does Deskhero's AI capabilities improve response time?
Deskhero's AI analyzes previous tickets and knowledge base articles to suggest replies. This significantly reduces the time it takes for the support team to draft responses.
How does Deskhero help keep the knowledge base up-to-date?
Deskhero's website scraping feature allows the platform to automatically gather the latest information from relevant websites. The AI capabilities ensure that only relevant and useful information is included in the knowledge base.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows for seamless integration with existing systems.
* This article provides an example of how a fictive company in the Academic Publishing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
