ForgeTech Solutions receives hundreds of customer queries daily, ranging from technical issues to product inquiries. The company was struggling with managing these tickets effectively, leading to delayed responses and customer dissatisfaction.
With Deskhero, ForgeTech Solutions was able to structure and manage their customer support tickets better. The platform's AI capabilities were particularly beneficial in this regard. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentations, and scraped website data, Deskhero was able to suggest relevant replies to customer queries.
This significantly reduced the time taken to respond to customer queries, as support staff no longer had to manually search for information. Instead, they could rely on Deskhero's AI-generated suggestions to provide quick, accurate responses.
Furthermore, Deskhero's comprehensive search bar and REST API allowed ForgeTech Solutions to integrate their existing systems with the platform, further streamlining their customer support operations.
Overall, Deskhero's advanced AI capabilities have greatly improved ForgeTech Solutions' customer support efficiency, leading to higher customer satisfaction rates.
How does Deskhero's AI capabilities improve response times?
Deskhero uses OpenAI Embeddings from previous tickets, knowledge base articles, and other sources to suggest relevant replies to customer queries. This reduces the time support staff spend searching for information, allowing them to respond to queries faster.
Can Deskhero integrate with our existing systems?
Yes, Deskhero provides a REST API that allows you to integrate your existing systems with the platform, further streamlining your customer support operations.
How does Deskhero help in managing customer support tickets?
Deskhero provides a structured system for managing customer support tickets. You can categorize and prioritize tickets, assign them to specific user groups, and track their progress using the kanban board feature.
* This article provides an example of how a fictive company in the Manufacture of forging machinery industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
