CoalPro Mining, with a wide range of customers, faced challenges in managing customer queries and complaints. They implemented Deskhero to streamline their customer support services and improve their response efficiency.
Deskhero's features like structured data lists, custom fields, and user groups helped CoalPro Mining to manage tickets effectively. The kanban board provided a clear visual representation of the tickets, enabling easy tracking and management.
The company used Deskhero's website scraping feature to gather data from various sources and create a comprehensive knowledge base. They also generated knowledge base articles from uploaded files like policies, manuals, and presentations, enhancing the knowledge base further.
Deskhero's advanced AI capabilities were a game-changer for CoalPro Mining. The AI leveraged OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content and generate suggested replies. This significantly improved the response time and the quality of responses.
The AI-enhanced search results made it easier for the support team to find the necessary information quickly. The REST API allowed CoalPro Mining to integrate Deskhero with their existing systems, providing a seamless customer support experience.
How did Deskhero's AI capabilities improve the response time and quality?
Deskhero's AI leveraged OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content and generate suggested replies, significantly improving the response time and the quality of responses.
How did Deskhero help in creating a comprehensive knowledge base?
CoalPro Mining used Deskhero's website scraping feature to gather data from various sources. They also generated knowledge base articles from uploaded files like policies, manuals, and presentations, enhancing the knowledge base further.
How did Deskhero ensure a seamless customer support experience?
The REST API allowed CoalPro Mining to integrate Deskhero with their existing systems, ensuring a seamless customer support experience.
* 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.
