International Relief Coalition receives numerous queries and requests from different stakeholders every day. Managing these manually was not only time-consuming but also prone to errors. With Deskhero's ticket management and kanban board features, they have been able to organize and prioritize tickets effectively, leading to faster response times and increased stakeholder satisfaction.
The organization also leverages Deskhero's AI capabilities to generate suggested replies. By using OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals, Deskhero provides relevant content suggestions that significantly reduce the time spent on crafting responses. This feature has not only improved the productivity of the support team but also ensured the consistency and accuracy of the responses.
Deskhero's website scraping feature is another tool that International Relief Coalition finds invaluable. The organization's website contains a wealth of information that is frequently updated. Deskhero scrapes this data and uses it to enhance search results and reply suggestions, ensuring that the support team always has the most current and relevant information at their fingertips.
Furthermore, the organization uses Deskhero's custom fields and user groups to categorize and assign tickets based on the nature of the query and the expertise required to handle it. This feature, combined with the AI-enhanced search bar, allows the support team to quickly find and refer to similar past cases, further improving their efficiency.
Overall, Deskhero's advanced AI capabilities have transformed International Relief Coalition's customer support operations, making them more efficient, effective, and responsive.
How does Deskhero's AI capabilities improve response time?
Deskhero uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to generate suggested replies. This significantly reduces the time spent on crafting responses, thereby improving response times.
How does Deskhero ensure the relevance of the information used in reply suggestions?
Deskhero uses its website scraping feature to regularly update its database with the most current information from the organization's website. This data is then used to enhance search results and reply suggestions.
How does Deskhero help in categorizing and assigning tickets?
Deskhero's custom fields and user groups allow you to categorize and assign tickets based on the nature of the query and the expertise required to handle it. This ensures that tickets are handled by the most suitable team member.
* This article provides an example of how a fictive company in the International Development Agencies industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
