LearnSoft Publishers receives a wide range of queries from users regarding their software's usage and features. They use Deskhero's ticket management system to effectively sort, prioritize, and respond to these queries. Deskhero's advanced AI capabilities analyze previous tickets and knowledge base articles to suggest appropriate replies, substantially reducing response times.
The company also uses Deskhero's custom fields and user groups to classify their customers based on their needs and roles. This enables them to provide personalized support and ensure that the right team handles each query.
LearnSoft Publishers has an extensive knowledge base, including manuals and policy documents uploaded in various formats like Word, PowerPoint, and PDF. Deskhero's AI capabilities leverage OpenAI Embeddings to analyze these documents and generate relevant content for the knowledge base articles. This feature has significantly reduced the time and effort required to maintain the knowledge base.
Deskhero's website scraping feature is used to stay updated with any changes in reference material or software updates that might affect their products. The AI then uses this data to update the knowledge base and suggest replies to related queries.
Lastly, LearnSoft Publishers uses Deskhero's REST API to integrate their customer support platform with other business applications. This ensures seamless data exchange and provides a unified view of the customer, enhancing the overall efficiency of their support services.
How does Deskhero's AI capabilities improve response times?
Deskhero's AI capabilities analyze previous tickets and knowledge base articles to suggest relevant replies to incoming queries. This significantly reduces the time taken to draft responses, thereby improving response times.
How does Deskhero help in maintaining the knowledge base?
Deskhero's AI capabilities analyze documents uploaded in various formats like Word, PowerPoint, and PDF to generate relevant content for the knowledge base articles. This significantly reduces the time and effort required to maintain the knowledge base.
How does Deskhero's website scraping feature benefit LearnSoft Publishers?
Deskhero's website scraping feature keeps track of any changes in reference material or software updates that might affect LearnSoft Publishers' products. The AI then uses this data to update the knowledge base and suggest replies to related queries.
* This article provides an example of how a fictive company in the Educational and reference software publishing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
