MortgageSolutions was facing challenges in managing their customer support workflow due to a high volume of customer queries. This led to delayed responses and a decrease in customer satisfaction.
Deskhero's advanced AI capabilities provided a solution to these challenges. The AI leveraged OpenAI embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data to generate suggested replies for the customer support team.
This not only reduced the time taken to respond to customer queries but also ensured that the responses were accurate and relevant. The AI also enhanced search results, making it easier for the team to find relevant information.
Furthermore, Deskhero's features like structured data lists, custom fields, user groups, and a kanban board helped MortgageSolutions organize their customer support workflow more efficiently. This ensured that no customer query was overlooked and each ticket was tracked until resolution.
As a result, MortgageSolutions saw a significant improvement in their customer satisfaction scores and a reduction in the workload of their customer support team.
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, user groups, and a kanban board to help organize the customer support workflow.
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.
