EduManage Solutions receives hundreds of support tickets daily from schools and educational institutions needing assistance with their administrative tasks. Managing these tickets was a significant challenge until they implemented Deskhero. The platform's ticket management feature enabled the company to organize and prioritize tickets effectively, resulting in improved response times.
Deskhero's AI capabilities have been instrumental in enhancing the efficiency of EduManage's customer support. The AI uses OpenAI embeddings to analyze previous tickets, knowledge base articles, uploaded files, and scraped website data to generate suggested replies. This feature has significantly reduced the time taken to respond to queries and increased the accuracy of responses.
The AI also enhances the search results within the platform. When a customer support representative searches for information to resolve a ticket, the AI uses the embeddings to find the most relevant content. This feature has reduced the time taken to find solutions and improved the quality of support provided to customers.
EduManage has also benefited from Deskhero's custom fields and user groups features. These features have enabled the company to categorize tickets based on the nature of the query and the customer's profile, making it easier to assign tickets to the right support representative.
Overall, Deskhero has transformed EduManage's customer support services. The platform's advanced AI capabilities have not only improved the efficiency of the support team but also enhanced customer satisfaction.
How has Deskhero improved the response time of EduManage's customer support?
Deskhero's AI capabilities analyze previous tickets and other data to generate suggested replies, reducing the time taken to respond to queries. Also, the AI-enhanced search feature helps find relevant information faster, further improving response times.
How does Deskhero help in organizing and prioritizing support tickets?
Deskhero's ticket management feature allows EduManage to effectively organize and prioritize tickets. The custom fields and user groups features also help categorize tickets for easier assignment and resolution.
How has Deskhero improved the quality of support provided by EduManage?
Deskhero's AI capabilities provide more accurate and relevant responses to queries. The AI-enhanced search feature also helps find the most relevant information to resolve tickets, improving the quality of support.
* This article provides an example of how a fictive company in the School Administration and Management Consulting Services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
