Caring Hearts Residential Services, a company providing residential care activities for mental retardation, was facing challenges in managing their customer support tickets. The volume of queries was overwhelming, and the staff was struggling to provide timely and accurate responses. They decided to implement Deskhero to manage their customer support more effectively.
With Deskhero's structured data lists and custom fields, Caring Hearts was able to categorize and prioritize their customer queries more efficiently. The tickets management feature allowed them to track each query from inception to resolution, ensuring no request was overlooked.
The advanced AI capabilities of Deskhero were particularly beneficial. Leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data, Deskhero could suggest relevant content and generate suggested replies. This significantly reduced the time taken to respond to queries and improved the accuracy of responses.
Deskhero's knowledge base feature also proved invaluable. The company was able to generate articles from Word, PowerPoint, PDF files, and even scrape data from their website to create a comprehensive knowledge base. This enabled them to provide self-service options to their clients, reducing the load on their customer support team.
Overall, the implementation of Deskhero has significantly improved the efficiency and effectiveness of Caring Hearts' customer support operations. The advanced AI capabilities have not only streamlined their processes but also enhanced the quality of care provided to their clients.
How does Deskhero's AI capabilities improve the efficiency of customer support?
Deskhero's AI capabilities leverage OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to suggest relevant content and generate suggested replies. This reduces the time taken to respond to queries and improves the accuracy of responses.
How does Deskhero help in managing customer support tickets?
Deskhero's ticket management feature allows you to track each query from inception to resolution, ensuring no request is overlooked. You can also categorize and prioritize queries using structured data lists and custom fields.
Can Deskhero create a knowledge base from existing resources?
Yes, Deskhero can generate knowledge base articles from Word, PowerPoint, PDF files, and even scrape data from your website. This helps in creating a comprehensive knowledge base for self-service options.
* This article provides an example of how a fictive company in the Residential care activities for mental retardation industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
