GreenGrocer Wholesale receives hundreds of customer queries daily about product availability, pricing, delivery schedules, and more. Managing these queries manually was time-consuming and led to delayed responses. With Deskhero's ticket management system and AI capabilities, the company can now efficiently categorize and prioritize tickets, ensuring timely responses.
The AI capabilities of Deskhero leverage OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data. This allows the AI to understand the context of a customer's query and suggest the most relevant response, reducing the time spent by customer support agents on each ticket.
Deskhero's AI also enhances the search results in the knowledge base. When a customer or a support agent searches for information, the AI uses the embeddings to find the most relevant content, making it easier to find answers and resolve issues.
GreenGrocer Wholesale also uses Deskhero's custom fields and user groups features to further streamline their customer support process. Custom fields allow them to capture specific information about each ticket, while user groups enable them to assign tickets to the right team or individual.
Since implementing Deskhero, GreenGrocer Wholesale has seen a significant reduction in response times and an improvement in customer satisfaction. The AI capabilities of Deskhero have enabled them to handle customer queries more efficiently and effectively.
How does Deskhero's AI understand the context of a customer's query?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to understand the context of a query. It then uses this understanding to suggest the most relevant response.
How does Deskhero's AI enhance search results in the knowledge base?
When a search is made in the knowledge base, Deskhero's AI uses the embeddings to find the most relevant content. This makes it easier to find answers and resolve issues.
How has Deskhero improved GreenGrocer Wholesale's customer support process?
Deskhero has helped GreenGrocer Wholesale streamline their customer support process by efficiently categorizing and prioritizing tickets. The AI capabilities of Deskhero also enable quick and accurate responses to customer queries, leading to improved customer satisfaction.
* This article provides an example of how a fictive company in the Grocery Merchant wholesales industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
