Woodcraft Creations receives numerous customer inquiries daily, ranging from product specifications to order status. The company uses Deskhero's ticket management system to efficiently handle these inquiries. The advanced AI capabilities of Deskhero analyze previous tickets and knowledge base articles to suggest replies to new tickets, significantly reducing the response time.
With Deskhero's custom fields and structured data lists, Woodcraft Creations categorizes customer inquiries based on their nature, enabling the support team to prioritize and address them effectively. The AI capabilities further enhance this process by identifying patterns and suggesting the most relevant categories for new tickets.
The company also utilizes Deskhero's knowledge base feature, where manuals and product guides are uploaded. The AI capabilities analyze these files and generate relevant articles, which are then made available to customers for self-service, reducing the load on the support team.
Deskhero's website scraping feature allows Woodcraft Creations to keep track of customer reviews and feedback on various platforms. The AI analyzes this data and provides insights on customer satisfaction and areas of improvement.
Lastly, the comprehensive search bar powered by AI helps the support team find relevant content quickly, further improving their efficiency. The REST API allows seamless integration of Deskhero with other systems used by Woodcraft Creations, ensuring a unified customer support experience.
How does the AI suggest replies to tickets?
The AI uses OpenAI embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content. This content is then processed through OpenAI's ChatGPT to generate suggested replies.
How does the AI enhance the search functionality?
The AI uses the same OpenAI embeddings to enhance the search results, making it easier and faster for the support team to find relevant content.
How does Deskhero integrate with other systems?
Deskhero provides a REST API that allows seamless integration with other systems, ensuring a unified customer support experience.
* This article provides an example of how a fictive company in the Manufacturing of tools handles, broom and brush bodies from wood industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
