HeatWave Stores was facing challenges in training their customer support team due to the technical nature of their products. The team often struggled to find relevant information to resolve customer queries.
With Deskhero, HeatWave was able to create a comprehensive knowledge base using the platform's feature of generating articles from word, powerpoint, pdf files. This significantly reduced the learning curve for their customer support team.
Deskhero's advanced AI capabilities played a crucial role in enhancing the efficiency of the knowledge base. The AI used OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find relevant content. This content was then used to enhance the search results in the knowledge base.
The AI also generated suggested replies using OpenAI's ChatGPT, making it easier for the customer support team to respond to customer queries in a timely manner. This led to improved customer satisfaction and increased sales.
HeatWave also used Deskhero's REST API to integrate the platform with their existing systems, creating a seamless customer support process.
How did Deskhero help HeatWave create a comprehensive knowledge base?
Deskhero allowed HeatWave to generate knowledge base articles from word, powerpoint, pdf files. The platform's AI capabilities then enhanced the search results in the knowledge base, making it more efficient.
How did Deskhero improve HeatWave's response time?
Deskhero's AI capabilities generated suggested replies using OpenAI's ChatGPT, making it easier for the customer support team to respond to customer queries in a timely manner.
How did HeatWave integrate Deskhero with their existing systems?
HeatWave used Deskhero's REST API to integrate the platform with their existing systems, creating a seamless customer support process.
* This article provides an example of how a fictive company in the Retail sale of air conditioners and heaters in specialised stores industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
