GlobalShip Express was struggling with a high volume of customer queries regarding shipment status, pricing, and service details. The company needed a solution that could efficiently manage these inquiries while reducing the workload on their support team.
By implementing Deskhero, GlobalShip Express was able to leverage the platform's advanced AI capabilities to automate responses to common queries. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate accurate and relevant responses.
Furthermore, Deskhero's AI-enhanced search functionality significantly improved the efficiency of the support team. The AI-powered search bar quickly finds the most relevant information from the knowledge base, previous tickets, and other resources, allowing the support team to provide faster and more accurate responses.
With Deskhero's custom fields and structured data lists, GlobalShip Express was able to categorize and prioritize tickets effectively. This feature, combined with the Kanban board, provided a clear overview of the support team's workload and progress, enabling better resource management.
Overall, Deskhero's AI capabilities have significantly improved GlobalShip Express's customer support efficiency and service quality, leading to increased customer satisfaction and loyalty.
How does Deskhero's AI generate responses to customer queries?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate accurate and relevant responses to customer queries.
How does Deskhero improve the efficiency of the support team?
Deskhero's AI-enhanced search functionality quickly finds the most relevant information from various resources, allowing the support team to provide faster and more accurate responses. Moreover, features like custom fields and structured data lists help in effective ticket management.
How has Deskhero improved customer satisfaction for GlobalShip Express?
By providing accurate and fast responses to customer queries, and improving the efficiency of the support team, Deskhero has significantly improved customer satisfaction and loyalty for GlobalShip Express.
* This article provides an example of how a fictive company in the International Shipping Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
