TestMaster was struggling with an increasing volume of customer queries related to their test preparation materials. The support team was overwhelmed, and response times were slow. They decided to implement Deskhero to manage their customer support tickets more efficiently.
With Deskhero, TestMaster was able to structure their data lists, create custom fields, and manage tickets effectively using the kanban board feature. However, the game-changer was the platform's advanced AI capabilities.
Deskhero's AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data. This helped TestMaster's support team find relevant content quickly, reducing the time spent on each ticket.
The AI also generates suggested replies using OpenAI's ChatGPT, further speeding up response times. This has resulted in a significant improvement in customer satisfaction scores.
Moreover, the comprehensive search bar enhanced by AI has made it easier for the support team to find the information they need, improving their productivity.
How does Deskhero's AI improve response times?
Deskhero's AI uses OpenAI Embeddings from various sources to find relevant content quickly. It also generates suggested replies, which reduces the time spent on each ticket.
What other features of Deskhero does TestMaster use?
TestMaster uses Deskhero's structured data lists, custom fields, ticket management, and kanban board features.
How has Deskhero improved customer satisfaction?
By improving response times and providing more accurate responses, Deskhero has helped TestMaster increase their customer satisfaction scores.
* This article provides an example of how a fictive company in the Test preparation services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
