NovelNiche deals with a unique range of books, resulting in specific customer queries. With Deskhero's AI capabilities, they have automated the process of generating suggested replies based on previous tickets and knowledge base articles. This has not only improved the response time but also the quality of responses.
Deskhero's custom fields feature has allowed NovelNiche to capture specific information about customer queries. This structured data is then analyzed by the AI to provide insightful reports, helping the team to understand customer needs better.
The knowledge base articles generated from Word, PowerPoint, PDF files, and scraped website data have been a valuable resource for both the support team and customers. The AI capabilities of Deskhero ensure that these articles are always updated and relevant.
Deskhero's Kanban board has brought transparency to the workflow of the customer support team. The AI-powered ticket management system prioritizes the tickets, ensuring that urgent issues are addressed promptly.
By leveraging Deskhero's REST API, NovelNiche has integrated the platform with their CRM system. This has enabled real-time data exchange, improving the overall efficiency of the customer support process.
How does Deskhero's AI improve the quality of responses?
Deskhero's AI generates suggested replies based on previous tickets and knowledge base articles, ensuring that the responses are accurate and relevant.
How does the AI help in maintaining the knowledge base?
The AI capabilities of Deskhero analyze the knowledge base articles and scraped website data to suggest updates, keeping the knowledge base relevant and updated.
How does Deskhero's REST API improve the customer support process?
Deskhero's REST API allows integration with other systems like CRM, enabling real-time data exchange and improving the overall efficiency of the customer support process.
* This article provides an example of how a fictive company in the Retail sale of books via Internet industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
