SnapStore deals with a large volume of customer queries daily. With Deskhero's ticket management system and user groups feature, they can efficiently categorize and assign these tickets to the right support team members. The AI capability of Deskhero suggests relevant replies based on previous tickets, making the process faster and more efficient.
SnapStore utilizes Deskhero's knowledge base feature to create a repository of articles generated from various sources like Word, PowerPoint, PDF files, and scraped website data. This self-service portal empowers customers to find solutions to common issues, reducing the load on the helpdesk team.
Deskhero's custom fields and structured data lists enable SnapStore to organize and filter customer queries based on different parameters. This helps in quick identification and resolution of critical issues, improving overall customer satisfaction.
Deskhero's REST API allows SnapStore to integrate the platform with their existing systems. This provides a unified view of customer interactions, leading to personalized and improved customer service.
Lastly, the advanced search bar powered by AI provides accurate results by leveraging the knowledge base, previous tickets, and uploaded files. This not only improves the customer's ability to find relevant information but also enhances the helpdesk team's productivity.
How does Deskhero's AI capability enhance the efficiency of the helpdesk team?
Deskhero's AI uses OpenAI embeddings from previous tickets to suggest relevant replies to new queries. This reduces the time taken to draft responses, thereby enhancing the efficiency of the helpdesk team.
How does the knowledge base feature help in reducing the load on the helpdesk team?
The knowledge base feature allows creating a comprehensive library of articles that customers can refer to for common queries. This self-service portal reduces the number of queries reaching the helpdesk team.
How does the advanced search bar improve the productivity of the helpdesk team?
The advanced search bar uses AI to provide accurate results from the knowledge base, previous tickets, and uploaded files. This helps the helpdesk team quickly find relevant information, enhancing their productivity.
* This article provides an example of how a fictive company in the Retail sale of photographs industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
