SocialSphere was dealing with an increasing volume of customer support tickets and was struggling to manage them efficiently. With Deskhero's advanced AI capabilities, they were able to automate the ticket management process, ensuring that all customer queries were addressed in a timely manner.
The AI system sorted and prioritized tickets based on various factors, allowing the support team to focus on the most critical issues first. The custom fields feature enabled SocialSphere to categorize tickets based on different parameters, making it easier for the support team to identify and resolve issues.
Deskhero's AI also helped in generating suggested replies for customer queries. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files, the AI was able to provide relevant and accurate responses, significantly reducing the response time and improving customer satisfaction.
The knowledge base feature of Deskhero was particularly beneficial for SocialSphere. The AI was able to generate articles from Word, PowerPoint, PDF files, and even scraped website data, creating a comprehensive and easily accessible knowledge base. This reduced the need for direct customer interaction and allowed the support team to focus on more complex issues.
Overall, Deskhero's AI capabilities have significantly improved the efficiency and effectiveness of SocialSphere's customer support, leading to higher customer satisfaction and a more productive support team.
How does Deskhero's AI help in managing customer support tickets?
Deskhero's AI sorts and prioritizes tickets based on various factors. It also generates suggested replies by leveraging OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files.
What is the benefit of the custom fields feature?
The custom fields feature allows you to categorize tickets based on different parameters, making it easier for the support team to identify and resolve issues.
How does the knowledge base feature work?
The knowledge base feature uses AI to generate articles from Word, PowerPoint, PDF files, and scraped website data. This creates a comprehensive and easily accessible knowledge base.
* This article provides an example of how a fictive company in the Software Solutions for Social Sciences and Humanities industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
