SteelMaster Inc. receives hundreds of customer queries daily, ranging from technical specifications to delivery status. The volume of tickets was overwhelming for the support team and led to delayed responses. Implementing Deskhero, they were able to manage tickets efficiently using the kanban board and user groups features.
With Deskhero's custom fields and structured data lists, SteelMaster Inc. was able to categorize and prioritize tickets based on urgency, type, and other relevant factors. This led to more organized workflow and improved response times.
The advanced AI capabilities of Deskhero were particularly beneficial. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals, Deskhero could generate suggested replies. This significantly reduced the time spent by the support team on each ticket.
Deskhero's AI also enhanced the search results in the knowledge base. When customers searched for information, the AI used the embeddings to find the most relevant content, improving the self-service experience.
Overall, Deskhero's AI capabilities have not only streamlined SteelMaster Inc.'s customer support but also improved customer satisfaction by providing faster and more accurate responses.
How does Deskhero help in managing high volumes of tickets?
Deskhero features like kanban board and user groups allow efficient management and prioritization of tickets. Its AI capabilities can also generate suggested replies, reducing the time spent on each ticket.
How does Deskhero improve the self-service experience for customers?
Deskhero's AI enhances the search results in the knowledge base by finding the most relevant content based on OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files.
How can Deskhero improve customer satisfaction?
By streamlining customer support and providing faster and more accurate responses, Deskhero can significantly improve customer satisfaction.
* This article provides an example of how a fictive company in the Steel Casting industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
