NewsFlash receives numerous customer queries daily, ranging from subscription issues to content-related questions. With Deskhero's AI capabilities, these tickets are managed efficiently. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content and generate suggested replies. This has reduced the time taken to respond to queries and increased customer satisfaction.
The custom fields feature of Deskhero allows NewsFlash to categorize tickets based on their nature, making it easier for the support team to prioritize and handle them. The kanban board provides a visual representation of the ticket workflow, enabling the team to track progress and manage workloads effectively.
NewsFlash also uses the AI-powered comprehensive search bar to quickly find relevant information from their extensive database of articles, files, and website data. This has significantly reduced the time taken to find information, improving the efficiency of their support services.
The knowledge base feature of Deskhero is used by NewsFlash to create a self-help portal for their customers. The AI capabilities of Deskhero generate articles from Word, PowerPoint, PDF files, and even scrape data from the website to populate the knowledge base. This has reduced the number of tickets received, as customers can find solutions to common issues themselves.
Finally, NewsFlash uses the REST API provided by Deskhero to integrate their existing systems with the platform. This seamless integration has further enhanced the efficiency of their support services.
How does Deskhero's AI capabilities improve response time?
Deskhero's AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content and generate suggested replies. This reduces the time taken to find information and draft responses, thereby improving response time.
How does the knowledge base feature reduce the number of tickets received?
The knowledge base feature allows companies to create a self-help portal where customers can find solutions to common issues. This reduces the number of tickets received as customers can solve their issues without contacting support.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows for seamless integration with existing systems.
* This article provides an example of how a fictive company in the Newsletter Publishing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
