NetGears Inc. uses Deskhero's AI capabilities to manage a large volume of customer support tickets. The AI feature uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to generate suggested replies. This significantly reduces the time taken by support agents to respond to queries, thereby improving customer satisfaction.
The company also uses the custom fields feature to categorize tickets based on the type of network equipment involved. This ensures that tickets are assigned to the right support agent, reducing resolution time.
NetGears Inc. uses the knowledge base feature to create a comprehensive repository of information about their products. The AI capabilities of Deskhero automatically generate articles from Word, PowerPoint, and PDF files, making it easier for customers to find solutions to their problems without contacting support.
Deskhero's REST API is used to integrate the platform with other systems used by NetGears Inc., such as their CRM and ERP systems. This provides a unified view of customer data, improving the efficiency of support agents.
Finally, the company uses the comprehensive search bar feature to quickly find relevant information. The AI capabilities enhance the search results, making it easier for support agents to find the information they need.
How does Deskhero's AI capabilities improve response times?
Deskhero's AI uses OpenAI embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to generate suggested replies. This reduces the time taken by support agents to respond to queries.
How does NetGears Inc. use the custom fields feature?
NetGears Inc. uses the custom fields feature to categorize tickets based on the type of network equipment involved. This ensures that tickets are assigned to the right support agent.
How does the knowledge base feature help customers?
The knowledge base feature creates a comprehensive repository of information about the products. The AI capabilities of Deskhero automatically generate articles from Word, PowerPoint, and PDF files, making it easier for customers to find solutions to their problems without contacting support.
* This article provides an example of how a fictive company in the Network equipment manufacturers/suppliers industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
