IronClad Hardware Wholesale was struggling with an increasing volume of customer support tickets and a growing knowledge base that was difficult to manage. They needed a solution that could help them quickly find relevant information and respond to customer queries in a timely manner.
They turned to Deskhero, a SaaS platform designed for customer support and helpdesk services. With its advanced AI capabilities, Deskhero was able to leverage OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to find relevant content.
This content was then sent through OpenAI's ChatGPT to generate suggested replies, significantly reducing the time it took for IronClad's customer support team to respond to tickets. This not only improved their response times but also increased customer satisfaction.
Furthermore, Deskhero's comprehensive search bar enhanced by AI made it easier for the team to find relevant information in their vast knowledge base. This feature was particularly useful for new team members who were still familiarizing themselves with the company's products and policies.
Overall, Deskhero's AI capabilities have greatly improved the efficiency of IronClad's customer support, allowing them to handle more tickets in less time and maintain high levels of customer satisfaction.
How does Deskhero's AI improve response times?
Deskhero's AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to generate suggested replies. This significantly reduces the time it takes for customer support teams to respond to tickets.
How does Deskhero's AI enhance the search function?
Deskhero's AI enhances the search function by using OpenAI Embeddings to find relevant content in the knowledge base and other resources. This makes it easier for customer support teams to find the information they need to respond to tickets.
Can Deskhero's AI capabilities be used to train new team members?
Yes, Deskhero's AI-enhanced search function can be particularly useful for new team members who are still familiarizing themselves with the company's products and policies.
* This article provides an example of how a fictive company in the Wholesale of Hardware industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
