InterContinental Freight was dealing with a high volume of customer support tickets, which was overwhelming their support team and leading to long response times. The company needed a solution that could help them manage tickets more efficiently and improve response times.
By implementing Deskhero, InterContinental Freight was able to leverage the platform's AI capabilities to streamline their ticket management process. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to suggest responses to new tickets, significantly reducing the time taken to resolve them.
Furthermore, with Deskhero's custom fields and structured data lists, InterContinental Freight was able to categorize and prioritize tickets effectively. This, combined with the Kanban board, provided a clear overview of the support team's workload and progress, enabling better resource management.
Deskhero's REST API allowed InterContinental Freight to integrate the platform with their existing systems, further enhancing the efficiency of their support operations.
Overall, Deskhero's AI capabilities have significantly improved InterContinental Freight's ticket management efficiency and response times, leading to increased customer satisfaction.
How does Deskhero's AI streamline the ticket management process?
Deskhero's AI uses OpenAI Embeddings from various resources to suggest responses to new tickets, significantly reducing the time taken to resolve them. Additionally, features like custom fields and structured data lists help in effective ticket categorization and prioritization.
How does Deskhero improve response times?
By suggesting responses to new tickets and helping manage tickets more efficiently, Deskhero's AI significantly reduces the time taken to resolve customer queries, thereby improving response times.
How has Deskhero improved customer satisfaction for InterContinental Freight?
By improving ticket management efficiency and response times, Deskhero has significantly improved customer satisfaction for InterContinental Freight.
* 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.
