MetalMasters Inc. deals with a wide range of customer support requests every day. These include queries about their repair services, specific issues with repair projects, and requests for quotations. Handling these manually was becoming increasingly challenging.
By adopting Deskhero, MetalMasters Inc. has been able to automate their customer support system. The platform's advanced AI capabilities analyze the content of each new ticket and compare it with the embedded knowledge from previous tickets, knowledge base articles, uploaded files, and scraped website data.
The AI system then generates suggested replies based on the most relevant content. This has significantly reduced the response time and improved the quality of the responses, leading to higher customer satisfaction.
Deskhero's comprehensive search bar has also improved the efficiency of MetalMasters' customer service team. They can now quickly find relevant information from the knowledge base or previous tickets to assist customers, leading to faster resolution times.
Additionally, the custom fields and structured data lists provided by Deskhero have enabled MetalMasters to effectively categorize and prioritize tickets. This has resulted in better resource allocation and improved service delivery.
How does Deskhero's AI system reduce response time?
Deskhero's AI system analyzes the content of each new ticket and compares it with the embedded knowledge from previous tickets, knowledge base articles, uploaded files, and scraped website data. It then generates suggested replies based on the most relevant content, reducing the response time.
How does Deskhero improve the efficiency of the customer service team?
Deskhero's comprehensive search bar allows the customer service team to quickly find relevant information from the knowledge base or previous tickets. This leads to faster resolution times and improved efficiency.
How does Deskhero help in ticket categorization and prioritization?
Deskhero provides custom fields and structured data lists that allow users to effectively categorize and prioritize tickets. This improves resource allocation and service delivery.
* This article provides an example of how a fictive company in the Metal fabrication repair industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
