SilkRoad Ltd. deals with a diverse range of clients with varying needs and queries. To manage these efficiently, the company uses Deskhero's user groups and kanban board features. But the most significant improvement has come from the platform's advanced AI capabilities.
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to generate suggested replies. This feature has drastically reduced the time taken to respond to each ticket, allowing the support team to handle more queries in less time.
The AI also enhances the search results, making it easier for the support team to find relevant information quickly. This is particularly useful when dealing with technical queries about the products.
SilkRoad also benefits from Deskhero's custom fields feature, which allows them to categorize tickets based on the type of query. This has helped in prioritizing the tickets and ensuring that urgent queries are addressed promptly.
By leveraging Deskhero's advanced AI capabilities, SilkRoad has been able to improve their helpdesk services significantly, resulting in higher customer satisfaction.
How does Deskhero's AI help in handling more queries in less time?
Deskhero's AI generates suggested replies using OpenAI Embeddings from various resources. This reduces the time taken to respond to each ticket, allowing the support team to handle more queries in less time.
How does Deskhero's AI assist in dealing with technical queries?
Deskhero's AI enhances the search results, making it easier for the support team to find relevant information quickly. This is particularly useful when dealing with technical queries about the products.
How does Deskhero help in prioritizing the tickets?
Deskhero's custom fields feature allows the company to categorize tickets based on the type of query. This helps in prioritizing the tickets and ensuring that urgent queries are addressed promptly.
* This article provides an example of how a fictive company in the Sale of Textile Raw Materials industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
