PharmaPro Solutions receives a high volume of customer inquiries daily. These range from product queries, order status, to complex technical questions about their pharmaceutical products. Managing these inquiries was a challenging task. The introduction of Deskhero into their customer support workflow has significantly improved their response time and customer satisfaction.
With Deskhero, PharmaPro Solutions can easily manage tickets, categorize them into user groups, and track their progress on a Kanban board. The structured data lists and custom fields allow for easy organization and tracking of customer inquiries.
The advanced AI capabilities of Deskhero have been a game-changer for PharmaPro Solutions. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data. This information is used to find relevant content, which is then sent through OpenAI's ChatGPT to generate suggested replies.
This AI-powered approach has not only reduced the time taken to respond to customer queries but also improved the quality of responses. The AI suggests accurate and relevant responses, reducing the need for manual intervention and ensuring consistent quality in customer service.
Furthermore, the comprehensive search bar and REST API have made it easier for the support team to find and share information. The knowledge base articles generated from word, powerpoint, pdf files, and scraped website data have become a valuable resource for both the support team and customers.
How does Deskhero's AI capabilities improve response times?
Deskhero's AI capabilities leverage OpenAI Embeddings from various sources to generate suggested replies. This reduces the time taken to draft responses, thereby improving response times.
Can Deskhero handle complex technical queries?
Yes, Deskhero's AI capabilities can handle complex technical queries by leveraging information from previous tickets, knowledge base articles, and uploaded files like policies, manuals, and presentations.
How does Deskhero ensure the quality of responses?
Deskhero's AI generates suggested replies based on relevant content from various sources. This ensures that the responses are accurate and relevant, thereby maintaining a high quality of customer service.
* This article provides an example of how a fictive company in the Manufacture of pharmaceuticals industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
