Refracto Solutions receives numerous customer queries daily, which were previously managed manually. This led to delays in responses and decreased customer satisfaction. With Deskhero, the company can now manage and prioritize tickets efficiently using the kanban board feature.
The company also uses Deskhero's custom fields and structured data lists to categorize and track customer queries. This has significantly improved their ticket resolution process and increased customer satisfaction.
Deskhero's advanced AI capabilities have been instrumental in enhancing Refracto's customer support. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals to generate suggested replies. This has reduced the time taken to respond to customer queries and improved the quality of responses.
Refracto also utilizes Deskhero's website scraping feature to keep their knowledge base updated with the latest information from their website. This ensures that the AI always has the most recent data to generate responses.
Finally, the comprehensive search bar and REST API have made it easier for Refracto's support team to find relevant information quickly. This has further improved their efficiency and allowed them to handle more customer queries.
How has Deskhero improved Refracto's ticket resolution process?
Deskhero's structured data lists and custom fields have helped Refracto categorize and track customer queries effectively, improving their ticket resolution process. The AI capabilities also suggest replies, speeding up response times.
How does Deskhero's AI generate responses?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to generate suggested replies. It also scrapes data from the company's website to keep the knowledge base updated.
How has Deskhero improved the efficiency of Refracto's support team?
Deskhero's comprehensive search bar and REST API have made it easier for Refracto's support team to find relevant information quickly. This has improved their efficiency and allowed them to handle more customer queries.
* This article provides an example of how a fictive company in the Manufacture of Technical and Refractory Ceramics industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
