RopeTech Industries, a leading provider of wire rope and cable assemblies, was grappling with the challenge of managing a large volume of customer queries and complaints. The manual process was time-consuming and inefficient, leading to delays in response and customer dissatisfaction.
Implementing Deskhero transformed their customer support process. The platform's advanced AI capabilities, leveraging OpenAI Embeddings, generated suggested replies based on previous tickets, knowledge base articles, and other data. This significantly reduced the time taken to respond to customer queries and improved the quality of responses.
The kanban board feature of Deskhero provided a visual overview of all tickets, making it easier for RopeTech to manage and track the progress of each ticket. This led to improved efficiency and faster resolution times.
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.
Furthermore, the REST API feature allowed RopeTech 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 kanban board feature help in managing tickets?
The kanban board feature provides a visual overview of all tickets, making it easier to manage and track the progress of each ticket. This leads to improved efficiency and faster resolution times.
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.
