BankSecure receives thousands of customer inquiries daily, ranging from account issues to loan applications. The volume of these inquiries was overwhelming their customer service team, leading to slow response times and customer dissatisfaction. They turned to Deskhero for a solution.
With Deskhero's advanced AI capabilities, BankSecure was able to leverage OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data. This allowed them to quickly find relevant content and generate suggested replies, significantly reducing the time it took to respond to customer inquiries.
Deskhero's AI also enhanced the search results within their knowledge base, making it easier for customer service representatives to find the information they needed to resolve customer issues. This led to faster resolution times and improved customer satisfaction.
Additionally, BankSecure used Deskhero's custom fields and structured data lists to categorize and prioritize customer inquiries. This helped them manage their workflow more efficiently and ensure that high-priority issues were addressed promptly.
Overall, BankSecure found that Deskhero's AI capabilities greatly improved their customer service operations, leading to happier customers and a more efficient helpdesk team.
How did Deskhero's AI capabilities improve BankSecure's customer service?
Deskhero's AI capabilities allowed BankSecure to quickly find relevant content and generate suggested replies, reducing response times. It also enhanced search results within their knowledge base, leading to faster resolution times.
What other features of Deskhero did BankSecure find useful?
BankSecure found Deskhero's custom fields and structured data lists particularly useful for categorizing and prioritizing customer inquiries.
Did Deskhero improve BankSecure's customer satisfaction?
Yes, by improving response and resolution times, Deskhero helped BankSecure improve their customer satisfaction.
* This article provides an example of how a fictive company in the Financial institutions and services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
