BulkShip Logistics receives numerous queries daily regarding shipment status, pricing, and other service-related issues. They use Deskhero's ticket management feature to organize these queries efficiently. The AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest replies to new tickets, significantly reducing response time.
The company also uses the custom fields feature to categorize tickets based on the type of query, urgency, and other relevant factors. This allows the support team to prioritize and address queries more effectively.
BulkShip Logistics has a vast knowledge base comprising policies, manuals, and presentations. Deskhero's AI capabilities leverage OpenAI Embeddings to scan through this data and provide relevant content when needed. This feature is particularly useful in providing accurate information to customers and resolving their issues promptly.
The company also uses Deskhero's website scraping feature to keep its knowledge base updated with the latest information from relevant industry websites. This ensures that the support team is always equipped with the most recent and accurate information.
Finally, the comprehensive search bar feature of Deskhero enables the support team to quickly find the information they need. The AI capabilities enhance the search results by providing the most relevant content based on the analysis of previous tickets and the knowledge base.
How does Deskhero's AI capabilities improve response time?
Deskhero's AI capabilities analyze previous tickets and knowledge base articles to suggest replies to new tickets. This significantly reduces the time taken to draft responses, thereby improving response time.
How does Deskhero ensure the accuracy of the information provided to customers?
Deskhero uses OpenAI Embeddings to scan through the company's knowledge base and provide relevant content. It also keeps the knowledge base updated with the latest information from relevant industry websites using its website scraping feature. These ensure the accuracy of the information provided to customers.
How does Deskhero help in organizing customer queries?
Deskhero allows the creation of custom fields to categorize tickets based on various factors like the type of query, urgency, etc. This helps in organizing the customer queries effectively.
* This article provides an example of how a fictive company in the Bulk cargo shipping services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
