Outdoor Adventure Academy receives hundreds of queries daily from potential students, parents, and partners. Managing these inquiries was initially a challenge until they implemented Deskhero. The platform's ticket management system allowed them to organize, track, and respond to tickets efficiently, improving their response times and overall customer service quality.
The Academy also leverages Deskhero's AI capabilities to generate suggested replies to common queries. By analyzing previous tickets and knowledge base articles, the AI can provide accurate and helpful responses, freeing up time for the support team to handle more complex issues.
Deskhero's knowledge base feature has been instrumental in providing self-service options for customers. The Academy uploads their course manuals and policies, which the AI uses to generate relevant articles. This feature has reduced the number of repetitive queries, allowing the support team to focus on more critical tasks.
Additionally, the Academy uses Deskhero's website scraping feature to keep their knowledge base updated with the latest information from relevant outdoor education websites. This ensures that their customers always have access to the most current and accurate information.
Finally, the Academy uses Deskhero's custom fields and user groups features to segment their customers and provide personalized service. This has improved their customer satisfaction rates and helped them build stronger relationships with their customers.
How does Deskhero's AI generate suggested replies?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content. This content is then sent through OpenAI's ChatGPT to generate suggested replies.
How does the knowledge base feature work?
You can upload files like policies, manuals, and presentations to Deskhero. The platform's AI will analyze these documents and generate relevant knowledge base articles.
What is the benefit of using custom fields and user groups?
Custom fields and user groups allow you to segment your customers and provide personalized service. This can improve customer satisfaction and help you build stronger relationships with your customers.
* This article provides an example of how a fictive company in the Outdoor Recreation Education industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
