TerraData Research receives a multitude of support tickets daily, which include inquiries about their services, technical issues, and more. Deskhero's ticket management feature enables the company to efficiently organize these tickets, ensuring that each query is addressed promptly.
By leveraging Deskhero's advanced AI capabilities, TerraData Research can generate suggested replies for common queries. This feature uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, 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, enhanced by AI capabilities, is another feature that TerraData Research finds invaluable. It makes it easier for the support team to find relevant information quickly, reducing the time spent on searching for information and allowing the team to focus more on resolving customer issues.
The custom fields feature of Deskhero allows TerraData Research to categorize tickets based on various parameters such as service 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, TerraData Research 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.
