SkyExpress receives thousands of customer inquiries daily, ranging from package tracking to service complaints. The volume of tickets was overwhelming their customer support team, leading to delayed responses and unsatisfied customers. They turned to Deskhero for a solution.
With Deskhero, SkyExpress was able to automatically categorize and prioritize tickets using custom fields and user groups. This helped in efficient ticket management, reducing the time spent on sorting tickets manually.
The advanced AI capabilities of Deskhero were a game-changer for SkyExpress. The AI leveraged OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content was then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing the time taken to respond to customer queries.
Deskhero's comprehensive search bar enabled SkyExpress's support team to quickly find relevant information from the knowledge base, previous tickets, and other resources. This further improved their response times and the overall efficiency of their customer support operations.
By integrating Deskhero's REST API, SkyExpress was able to seamlessly connect their existing systems with Deskhero, ensuring a smooth transition and uninterrupted service to their customers.
How did Deskhero's AI capabilities improve SkyExpress's customer support operations?
Deskhero's AI capabilities helped SkyExpress by automatically categorizing and prioritizing tickets, generating suggested replies using OpenAI's ChatGPT, and enhancing search results, thereby improving response times and overall customer satisfaction.
What role did the REST API play in SkyExpress's use of Deskhero?
The REST API allowed SkyExpress to integrate Deskhero with their existing systems, ensuring a smooth transition and uninterrupted service to their customers.
How did Deskhero help SkyExpress manage their high volume of customer inquiries?
Deskhero helped SkyExpress manage their high volume of customer inquiries by providing efficient ticket management features and leveraging AI to generate suggested replies, significantly reducing the time taken to respond to customer queries.
* This article provides an example of how a fictive company in the Air courier and express delivery services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
