AgroPack Solutions receives a high volume of customer queries daily, ranging from packaging options to shipment tracking. To manage this, they utilize Deskhero's ticket management system, which categorizes and prioritizes tickets based on urgency and topic. The system also allows for the creation of user groups, enabling efficient delegation of tasks within the support team.
The company leverages Deskhero's advanced AI capabilities to provide quick and accurate responses to customer queries. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing response times.
AgroPack also uses Deskhero's custom fields and structured data lists to capture specific information about each customer interaction. This data is used to personalize customer interactions and improve overall customer satisfaction.
Deskhero's comprehensive search bar and REST API have been instrumental in integrating the platform with AgroPack's existing systems. This seamless integration has made it easier for the support team to access necessary information without having to switch between multiple platforms.
By leveraging Deskhero's advanced AI capabilities, AgroPack Solutions has been able to improve its customer support efficiency and service quality, leading to increased customer satisfaction and loyalty.
How has Deskhero improved AgroPack's response times?
Deskhero's AI capabilities generate suggested replies based on previous tickets, knowledge base articles, and other relevant data. This has significantly reduced the time taken to respond to customer queries.
How does Deskhero integrate with AgroPack's existing systems?
Deskhero's comprehensive search bar and REST API allow for seamless integration with AgroPack's existing systems. This enables the support team to access necessary information without switching between multiple platforms.
How does Deskhero help personalize customer interactions?
Deskhero's custom fields and structured data lists capture specific information about each customer interaction. This data is used to personalize responses and improve overall customer satisfaction.
* This article provides an example of how a fictive company in the Agribusiness services (such as marketing, packaging, shipping & logistics) industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
