ElectroUtility Inc. has a large customer base that often requires assistance with equipment installation, maintenance, and troubleshooting. The company was struggling with managing the high volume of support tickets and ensuring timely responses. They decided to implement Deskhero, particularly leveraging its advanced AI capabilities to manage their customer support more efficiently.
With Deskhero, ElectroUtility Inc. was able to structure their customer queries into data lists, categorize them using custom fields, and assign them to specific user groups for quick resolution. The AI-powered ticket management system helped in prioritizing tickets based on urgency, thus improving response times.
The AI capabilities of Deskhero also enhanced the company's knowledge base. By using OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data, Deskhero was able to generate suggested replies. This not only reduced the time taken to respond to customer queries but also ensured the consistency and accuracy of the responses.
Deskhero's comprehensive search bar, powered by AI, improved the efficiency of ElectroUtility's customer support team. The search results were enhanced by the AI, providing the most relevant content first, thereby reducing the time taken to find solutions.
Overall, Deskhero's advanced AI capabilities have significantly improved ElectroUtility Inc.'s customer support efficiency, reduced response times, and increased customer satisfaction.
How does Deskhero's AI capabilities help in managing customer support tickets?
Deskhero's AI capabilities help in structuring and categorizing customer support tickets, prioritizing them based on urgency, and assigning them to specific user groups for quick resolution. It also suggests replies based on previous tickets and knowledge base articles, reducing the time taken to respond to customer queries.
How does Deskhero's AI enhance the search results?
Deskhero's AI enhances the search results by providing the most relevant content first. It uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to ensure the relevance of the search results.
How has Deskhero improved ElectroUtility Inc.'s customer support efficiency?
Deskhero has improved ElectroUtility Inc.'s customer support efficiency by streamlining the management of support tickets, reducing response times through suggested replies, and enhancing search results. This has led to increased customer satisfaction.
* This article provides an example of how a fictive company in the Installation of Electrical Equipment for Utility Projects industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
