DataDirect Wholesale receives hundreds of customer queries daily, ranging from product inquiries to technical support requests. With Deskhero's advanced AI capabilities, they can efficiently manage these tickets using AI-generated suggested replies. The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data to provide relevant responses.
Deskhero's AI also enhances DataDirect's search results, making it easier for the customer support team to find relevant content quickly. This feature has significantly reduced the time spent on each ticket, increasing the team's productivity and improving customer satisfaction.
The custom fields feature allows DataDirect to categorize tickets based on product type, issue, and other relevant factors. This structured data list helps in prioritizing and assigning tickets to the right team members, ensuring efficient resolution.
DataDirect also uses Deskhero's knowledge base feature to create a comprehensive library of articles generated from word, powerpoint, pdf files. These articles serve as a valuable resource for both the support team and customers, providing quick answers to common queries.
With Deskhero's REST API, DataDirect has integrated the platform with their existing systems, ensuring seamless data flow and improved overall efficiency.
How does Deskhero's AI generate suggested replies?
Deskhero's AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data to generate suggested replies. It uses this information to understand the context of the query and provide a relevant response.
How does Deskhero's custom fields feature help in ticket management?
The custom fields feature allows you to categorize tickets based on various factors like product type, issue, etc. This helps in prioritizing and assigning tickets to the right team members, ensuring efficient resolution.
Can Deskhero be integrated with existing systems?
Yes, with Deskhero's REST API, you can integrate the platform with your existing systems, ensuring seamless data flow and improved overall efficiency.
* This article provides an example of how a fictive company in the Wholesale of data processing machinery, office machinery, computer software, supplies, tools & hardware industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
