BrownCoal Inc. has a vast customer base, which includes suppliers, distributors, and end-users. Managing customer queries, complaints, and requests became a daunting task for the company. They decided to implement Deskhero, a SaaS platform designed for customer support and helpdesk services.
With Deskhero, BrownCoal Inc. was able to manage tickets effectively, categorize them into user groups, and use custom fields to capture specific information. The kanban board provided a visual representation of the tickets, making it easier to track their progress.
The company also utilized Deskhero's website scraping feature to gather data from various sources, including their own website, to create a comprehensive knowledge base. This knowledge base was further enhanced by generating articles from uploaded files like policies, manuals, and presentations.
Deskhero's advanced AI capabilities played a crucial role in improving the company's customer support efficiency. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data, the AI was able to find relevant content and generate suggested replies. This significantly reduced the response time and improved the quality of responses.
Furthermore, the AI-enhanced search results made it easier for the support team to find the necessary information quickly. The REST API allowed the company to integrate Deskhero with their existing systems, providing a seamless customer support experience.
How did Deskhero improve the response time?
Deskhero's AI capabilities used OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to generate suggested replies. This significantly reduced the time taken to respond to customer queries.
How did Deskhero help in managing tickets effectively?
Deskhero allowed BrownCoal Inc. to categorize tickets into user groups and use custom fields to capture specific information. The kanban board provided a visual representation of the tickets, making it easier to track their progress.
How did the company create a comprehensive knowledge base?
BrownCoal Inc. used Deskhero's website scraping feature to gather data from various sources, including their own website. They also generated knowledge base articles from uploaded files like policies, manuals, and presentations.
* This article provides an example of how a fictive company in the Mining of Lignite/Brown Coal industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
