TrackGuard receives numerous customer queries and requests daily, making it challenging to manage and respond timely. With Deskhero, they have been able to automate ticket management using structured data lists and custom fields. The AI capabilities analyze previous tickets and knowledge base articles to suggest relevant replies, reducing response time.
The AI also enhances the search results, making it easier for the support team to find relevant information from the comprehensive database of previous tickets, knowledge base articles, and uploaded files like policies, manuals, and presentations. This feature has significantly reduced the time spent on searching for information, increasing productivity.
Deskhero's AI capabilities also enable TrackGuard to generate knowledge base articles from word, powerpoint, pdf files, and even scraped website data. This feature has simplified the process of creating and updating the knowledge base, ensuring that the support team always has up-to-date information.
Furthermore, TrackGuard uses the REST API to integrate Deskhero with their existing systems, providing a seamless workflow. The AI capabilities also analyze user groups to identify common issues and trends, helping the company improve their services.
Overall, Deskhero's advanced AI capabilities have transformed TrackGuard's customer support operations, improving efficiency and customer satisfaction.
How has Deskhero improved TrackGuard's response time?
Deskhero's AI capabilities analyze previous tickets and knowledge base articles to suggest relevant replies, significantly reducing the time taken to respond to customer queries.
How does Deskhero help in creating and updating the knowledge base?
Deskhero's AI can generate knowledge base articles from various file types and scraped website data, simplifying the process of creating and updating the knowledge base.
How does Deskhero integrate with TrackGuard's existing systems?
TrackGuard uses Deskhero's REST API to integrate with their existing systems, providing a seamless workflow.
* This article provides an example of how a fictive company in the Maintenance of Platforms and Tracks at Railway Stations industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
