AromaPure has a vast customer base with diverse inquiries ranging from product usage, safety concerns, to order issues. Managing these inquiries was a challenge until they adopted Deskhero. The platform's ticket management system helped categorize and prioritize tickets, ensuring no customer query was left unanswered.
Deskhero's AI capabilities significantly improved AromaPure's response time. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals, Deskhero could suggest relevant replies. This reduced the time spent by support agents on each ticket, increasing their productivity.
The knowledge base feature of Deskhero proved invaluable for AromaPure. The AI could generate articles from Word, PowerPoint, and PDF files, making it easier to create a comprehensive knowledge base. This self-service portal reduced the number of tickets, as customers could find answers to their queries themselves.
Deskhero's website scraping feature allowed AromaPure to keep their knowledge base up-to-date with the latest information from their website. This ensured that the suggested replies and search results were always relevant and accurate.
Lastly, the REST API provided by Deskhero allowed AromaPure to integrate the platform with their existing systems, ensuring seamless operations and data consistency.
How does Deskhero's AI improve response time?
Deskhero's AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to suggest relevant replies to new tickets. This reduces the time support agents spend formulating responses.
How does the knowledge base reduce the number of tickets?
The knowledge base serves as a self-service portal where customers can find answers to their queries. This reduces the number of tickets as customers can resolve their issues without contacting support.
What is the purpose of the REST API?
The REST API allows you to integrate Deskhero with your existing systems, ensuring seamless operations and data consistency.
* This article provides an example of how a fictive company in the Refining of essential oils industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
