OptiParts Inc. receives hundreds of inquiries daily, ranging from product availability to installation instructions. With Deskhero, they have been able to structure these inquiries into data lists, categorize them using custom fields, and assign them to the right user groups for efficient handling.
Deskhero's ticket management system has significantly improved the company's response time. The AI capabilities analyze previous tickets and knowledge base articles to suggest replies, reducing the time spent by support agents on each ticket.
The company also utilizes Deskhero's website scraping feature to keep their knowledge base up-to-date with the latest product information and installation guides. This data is then used by the AI to enhance search results and provide accurate information to customers.
Deskhero's REST API has allowed OptiParts Inc. to integrate the platform with their existing systems, ensuring a seamless flow of information and improved overall efficiency.
Overall, the use of Deskhero has not only improved OptiParts Inc.'s customer support but also provided valuable insights into common customer issues, helping the company improve their products and services.
How has Deskhero improved OptiParts Inc.'s response time?
Deskhero's advanced AI capabilities analyze previous tickets and knowledge base articles to suggest replies, reducing the time spent by support agents on each ticket.
How does OptiParts Inc. keep their knowledge base up-to-date?
OptiParts Inc. uses Deskhero's website scraping feature to automatically update their knowledge base with the latest product information and installation guides.
How has Deskhero helped OptiParts Inc. improve their products and services?
Deskhero provides valuable insights into common customer issues, helping OptiParts Inc. identify areas for improvement in their products and services.
* This article provides an example of how a fictive company in the Replacement parts for optical equipment industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
