SoundWave Electronics uses Deskhero's AI capabilities to manage the high volume of customer inquiries they receive daily. The AI uses OpenAI embeddings from previous tickets, knowledge base articles, and uploaded files like policies, manuals, and presentations to generate suggested replies. This significantly reduces the time spent by customer service representatives on each ticket, allowing them to handle more queries in less time.
The company also benefits from Deskhero's website scraping feature. The AI scrapes data from SoundWave's website and uses it to enhance search results and provide more accurate responses to customer inquiries. This feature has proven particularly useful in dealing with queries about product specifications and availability.
SoundWave has also found value in Deskhero's custom email domains feature. By setting up a domain specifically for customer support, they have been able to filter and prioritize customer inquiries more effectively. This has led to faster response times and higher customer satisfaction rates.
Deskhero's kanban board feature has also been instrumental in improving SoundWave's ticket management process. The visual nature of the kanban board allows the team to track the progress of each ticket easily and identify any bottlenecks in the process.
Overall, SoundWave Electronics has seen a significant improvement in their customer support operations since implementing Deskhero. The platform's advanced AI capabilities have enabled them to provide faster, more accurate responses to customer inquiries, leading to higher customer satisfaction and loyalty.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI embeddings from previous tickets, knowledge base articles, and uploaded files like policies, manuals, and presentations to understand the context of a customer's inquiry. It then generates a suggested reply based on this information.
What is the benefit of using a custom email domain for customer support?
A custom email domain for customer support helps to filter and prioritize customer inquiries more effectively. This can lead to faster response times and higher customer satisfaction rates.
How does the kanban board feature improve ticket management?
The kanban board provides a visual representation of all tickets and their current status. This allows the team to track the progress of each ticket easily and identify any bottlenecks in the process.
* This article provides an example of how a fictive company in the Home Audio and Video Equipment Retailers industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
