InkCraft receives a high volume of customer inquiries daily, ranging from product-related questions to technical issues. With Deskhero, they are able to manage these tickets effectively using the kanban board feature. The advanced AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest appropriate responses, significantly reducing response times.
The custom fields feature allows InkCraft to categorize tickets based on the type of inquiry, product line, or customer segment. This structured data helps the AI in understanding the context better and in generating more accurate responses.
InkCraft also uses Deskhero's website scraping feature to keep their knowledge base updated with the latest information from relevant industry websites. The AI uses this scraped data along with uploaded files like policies and manuals to enhance search results and provide comprehensive support.
Deskhero's REST API is integrated with InkCraft's existing systems, ensuring seamless data exchange and further enhancing the efficiency of their customer support services. The AI capabilities of Deskhero have not only improved the quality of support but also freed up the support team's time to focus on more complex issues.
Overall, Deskhero has transformed InkCraft's customer support, making it more efficient, responsive, and personalized.
How does Deskhero's AI improve response times?
Deskhero's AI analyzes previous tickets and knowledge base articles to suggest appropriate responses to new tickets. This significantly reduces the time taken to draft responses.
How does the website scraping feature contribute to customer support?
The website scraping feature keeps the knowledge base updated with the latest information from relevant industry websites. The AI uses this data to enhance search results and provide comprehensive support.
Can Deskhero's AI handle complex customer inquiries?
While Deskhero's AI is capable of handling a wide range of inquiries, it is designed to assist the support team rather than replace them. Complex inquiries may still require human intervention.
* This article provides an example of how a fictive company in the Manufacture of Printing Ink for Books and Pamphlets industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
