SpinMaster Inc. was facing challenges in managing the increasing volume of customer support tickets. The manual process was time-consuming and often led to delayed responses. They needed a solution that could automate the process and improve response times.
With Deskhero, SpinMaster Inc. was able to leverage AI capabilities to automate ticket management. The AI system uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to generate suggested replies. This significantly reduced the time taken to respond to customer queries.
The AI system also enhanced the search results, making it easier for the support team to find relevant information quickly. This improved the efficiency of the support team and enabled them to handle more tickets in less time.
Deskhero's custom fields and user groups features allowed SpinMaster Inc. to categorize and prioritize tickets based on their urgency and importance. This ensured that critical issues were addressed promptly, improving customer satisfaction.
Furthermore, the knowledge base feature of Deskhero helped SpinMaster Inc. to create a repository of common issues and their solutions. This not only empowered customers to resolve minor issues on their own but also reduced the load on the support team.
How does Deskhero's AI capabilities improve response times?
Deskhero's AI capabilities use OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to generate suggested replies. This automates the response generation process, thereby reducing the response times.
How does Deskhero help in managing the volume of support tickets?
Deskhero's ticket management feature, combined with AI capabilities, helps in automating the ticket handling process. It categorizes and prioritizes tickets, ensuring that critical issues are addressed promptly.
How does Deskhero's knowledge base feature benefit the customers?
Deskhero's knowledge base feature allows companies to create a repository of common issues and their solutions. This empowers customers to resolve minor issues on their own, enhancing their experience.
* This article provides an example of how a fictive company in the Spinning industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
