NailGlow has a vast product range and an equally diverse customer base. They receive hundreds of customer queries daily, ranging from product details, usage instructions, and order status to return policies. Managing these queries was becoming increasingly challenging and time-consuming.
With Deskhero, NailGlow was able to structure and categorize all incoming queries using custom fields. This helped them prioritize and manage tickets effectively using the Kanban board. The user groups feature allowed them to assign specific types of queries to specialized teams, improving efficiency.
Deskhero's advanced AI capabilities were a game-changer for NailGlow. By leveraging OpenAI embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data, Deskhero could suggest relevant replies to customer queries. This significantly reduced the time spent on each ticket and improved customer satisfaction.
Additionally, the AI-powered comprehensive search bar made it easier for the support team to find relevant information quickly. This was particularly useful when dealing with complex queries that required referencing multiple sources.
Finally, the REST API allowed NailGlow to integrate Deskhero with their existing systems, creating a seamless workflow. The result was a significant improvement in their customer support operations, with faster response times and higher customer satisfaction.
How does Deskhero's AI suggest replies to customer queries?
Deskhero's AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
How does the comprehensive search bar work?
The comprehensive search bar uses AI to search across all the data in the system, including tickets, knowledge base articles, uploaded files, and scraped website data. It provides relevant results quickly, making it easier to find the needed information.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows it to be integrated with existing systems, creating a seamless workflow.
* This article provides an example of how a fictive company in the Nail Care Products Retail industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
