EquiGear receives hundreds of customer queries daily, ranging from product inquiries, order status checks, to troubleshooting requests. Managing these tickets manually was time-consuming and prone to errors. With Deskhero, EquiGear has automated their ticket management process. The platform's AI capabilities analyze incoming tickets, categorize them based on urgency and topic, and assign them to the appropriate support agent.
Deskhero's AI also generates suggested replies based on previous tickets and knowledge base articles. This feature has significantly reduced the time agents spend crafting responses, allowing them to handle more tickets within the same timeframe. It also ensures consistency in the quality of responses, enhancing overall customer satisfaction.
The comprehensive search bar powered by AI has been a game-changer for EquiGear. It enables support agents to quickly find relevant information from the knowledge base, previous tickets, uploaded files, and even scraped website data. This feature has eliminated the need for agents to manually sift through vast amounts of information, improving efficiency and accuracy in responses.
EquiGear also uses Deskhero's REST API to integrate the platform with their existing systems, creating a unified workspace for their support team. This seamless integration has further streamlined their operations, reducing the need for multiple platforms and minimizing the risk of data silos.
Overall, Deskhero's advanced AI capabilities have transformed EquiGear's customer support operations, making them more efficient, accurate, and customer-centric.
How has Deskhero improved EquiGear's response times?
Deskhero's AI capabilities categorize and assign tickets automatically, generate suggested responses, and enable quick information retrieval. These features have significantly reduced the time taken to respond to customer queries.
How does Deskhero ensure consistency in responses?
Deskhero's AI generates suggested replies based on previous tickets and knowledge base articles, ensuring that the quality and tone of responses remain consistent.
How does Deskhero's REST API benefit EquiGear?
The REST API allows EquiGear to integrate Deskhero with their existing systems, creating a unified workspace for the support team. This reduces the need for multiple platforms and minimizes the risk of data silos.
* This article provides an example of how a fictive company in the Equine Equipment Manufacturing and Sales industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
