MortgageMaster was struggling with a high volume of customer queries and complaints related to their mortgage investment services. The company's customer support team was overwhelmed, leading to delayed responses and unsatisfied customers.
Deskhero's advanced AI capabilities provided the perfect solution. By leveraging OpenAI embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data, Deskhero was able to generate suggested replies for the customer support team.
This significantly reduced the time taken to respond to customer queries, as the support team could now quickly select an appropriate response from the suggestions provided by Deskhero. The AI also enhanced search results, making it easier for the team to find relevant information.
Furthermore, Deskhero's structured data lists, custom fields, and user groups helped MortgageMaster organize their customer support workflow more efficiently. The kanban board feature allowed them to track the progress of each ticket, ensuring no customer query was overlooked.
As a result, MortgageMaster saw a significant improvement in their customer satisfaction scores, and the workload of their customer support team was greatly reduced.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data to generate suggested replies.
How does Deskhero help in organizing the customer support workflow?
Deskhero provides features like structured data lists, custom fields, and user groups to help organize the customer support workflow. It also has a kanban board feature to track the progress of each ticket.
How does Deskhero improve the efficiency of the customer support team?
Deskhero improves the efficiency of the customer support team by providing AI-generated suggested replies, enhancing search results, and providing features to organize the workflow.
* This article provides an example of how a fictive company in the Mortgage Investment Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
