ShapeMaster Co. was facing challenges in managing their helpdesk services due to an increasing number of customer queries and complaints. Their existing system was inefficient and led to delayed responses and unhappy customers.
They implemented Deskhero to address these issues. Deskhero's advanced AI capabilities enabled the categorization and prioritization of incoming tickets, ensuring urgent matters were attended to promptly. This resulted in improved response times and happier customers.
Deskhero's AI also suggested replies based on previous tickets and knowledge base articles. This reduced the time taken by the helpdesk team to formulate responses, leading to quicker issue resolution and consistent information provided to customers.
Additionally, Deskhero's AI enhanced search results by using OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data. This made it easier for the helpdesk team to find relevant information, further improving their efficiency.
Since implementing Deskhero, ShapeMaster Co. has experienced a significant improvement in their helpdesk efficiency and customer satisfaction rates. They have also been able to manage a larger volume of tickets without needing to expand their helpdesk team.
How does Deskhero improve helpdesk efficiency?
Deskhero improves helpdesk efficiency by using advanced AI to categorize and prioritize incoming tickets, suggest replies based on previous tickets and knowledge base articles, and enhance search results using OpenAI Embeddings from various sources. This leads to quicker issue resolution and improved customer satisfaction.
How does Deskhero ensure consistent information is provided to customers?
Deskhero's AI suggests replies based on previous tickets and knowledge base articles, ensuring that the information provided to customers is consistent and accurate.
How does Deskhero handle a large volume of tickets?
Deskhero handles a large volume of tickets by using AI to categorize and prioritize them, ensuring urgent matters are attended to promptly. This allows the helpdesk team to manage a larger volume of tickets without needing to expand.
* This article provides an example of how a fictive company in the Cold Forming/Drawing for Precision Shapes and Profiles industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
