WireRope Solutions Inc., a leading manufacturer of wire rope and cable assemblies, was struggling with managing customer queries and complaints efficiently. The sheer volume of tickets generated was overwhelming their customer support team, leading to delayed responses and unsatisfied customers.
With the implementation of Deskhero, they were able to leverage the platform's advanced AI capabilities to manage tickets effectively. The AI used OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate suggested replies, significantly reducing the time taken to respond to customer queries.
The custom fields feature allowed WireRope Solutions to categorize tickets based on product type, issue, and priority level. This helped in prioritizing and addressing high-priority tickets promptly, improving overall customer satisfaction.
Deskhero's comprehensive search bar and knowledge base further enhanced the efficiency of the customer support team. The AI-powered search provided relevant results from the knowledge base, previous tickets, and uploaded files, enabling the team to find solutions quickly.
Additionally, the REST API feature allowed WireRope Solutions to integrate Deskhero with their existing systems, providing a seamless experience for both the customer support team and the customers.
How does Deskhero's AI capabilities improve response times?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other data to generate suggested replies. This reduces the time taken to draft responses, thus improving response times.
How does the custom fields feature help in managing tickets?
The custom fields feature allows you to categorize tickets based on various parameters like product type, issue, and priority level. This helps in prioritizing and addressing tickets more efficiently.
Can Deskhero be integrated with existing systems?
Yes, Deskhero's REST API feature allows it to be integrated with existing systems, providing a seamless experience.
* This article provides an example of how a fictive company in the Manufacture of wire rope and cable assemblies industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
