Edulink Secondary Schools receives hundreds of inquiries daily from parents, students, and staff. These inquiries range from questions about school policies to technical issues with the online learning platform. Managing these inquiries was a challenge until they implemented Deskhero. Now, they can categorize inquiries into tickets and manage them efficiently using the kanban board.
With Deskhero's custom fields and user groups, Edulink has been able to segment their support team based on areas of expertise. This has ensured that tickets are directed to the right personnel, improving response times and the quality of support.
The platform's AI capabilities have been particularly beneficial. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data, Deskhero is able to suggest replies to inquiries. This has reduced the time spent by support staff in crafting responses, allowing them to handle more tickets.
Deskhero's AI also enhances search results, making it easier for the support team to find relevant information when handling complex inquiries. This has not only improved the quality of support but also increased the team's productivity.
Overall, Deskhero has transformed Edulink's customer support and helpdesk services. They are now able to provide timely and high-quality support to their community.
How has Deskhero improved response times?
Deskhero has improved response times by suggesting replies to inquiries and directing tickets to the right personnel based on their areas of expertise.
How does Deskhero's AI enhance search results?
Deskhero's AI enhances search results by leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data.
What benefits has Edulink experienced from using Deskhero?
Edulink has experienced improved response times, increased productivity, and enhanced quality of support since implementing Deskhero.
* This article provides an example of how a fictive company in the Administration of Secondary Education industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
