GeoTech Solutions receives numerous support tickets daily, ranging from simple inquiries about product usage to complex technical issues. Deskhero's ticket management feature allows the company to organize these tickets effectively, ensuring that no customer query goes unanswered.
With the help of Deskhero's AI capabilities, GeoTech Solutions can generate suggested replies for common queries. This feature leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data. The generated responses not only save time but also ensure consistency in the quality of customer support.
Deskhero's comprehensive search bar is another feature that GeoTech Solutions finds invaluable. The advanced AI capabilities enhance search results, making it easier for the support team to find relevant information quickly. This feature significantly reduces the time spent on searching for information, allowing the team to focus more on resolving customer issues.
The custom fields feature of Deskhero allows GeoTech Solutions to categorize tickets based on various parameters such as product type, issue complexity, etc. This feature, combined with the user groups feature, enables the company to assign tickets to the most suitable team or individual, thereby improving the resolution time.
Lastly, GeoTech Solutions uses Deskhero's knowledge base feature to create a self-service portal for customers. The AI capabilities of Deskhero help in generating articles from word, powerpoint, pdf files, making it easier for the company to populate the knowledge base. This feature not only reduces the load on the support team but also empowers customers to find solutions on their own.
How does Deskhero's AI capabilities improve the efficiency of customer support?
Deskhero's AI capabilities leverage data from previous tickets, knowledge base articles, uploaded files, and scraped website data to generate suggested replies for customer queries. This feature saves time and ensures consistency in the quality of support. The AI also enhances search results, making it easier for the support team to find relevant information quickly.
How does Deskhero help in managing customer support tickets?
Deskhero provides a ticket management feature that helps in organizing customer support tickets effectively. The platform also offers custom fields and user groups features that allow for categorization and assignment of tickets to the most suitable team or individual.
How does Deskhero assist in creating a knowledge base for customers?
Deskhero's knowledge base feature allows companies to create a self-service portal for customers. The platform's AI capabilities can generate articles from word, powerpoint, pdf files, making it easier to populate the knowledge base.
* This article provides an example of how a fictive company in the Geosciences research industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
