How eM Client Transformed Customer Support with Deskhero’s AI Helpdesk
Company Overview
Name: eM Client
Industry: Software (Email & Productivity Tools)
Headquarters: Prague, Czech Republic
Company Size: 30–50 employees
Website: www.emclient.com eM Client provides a full-featured desktop email client for Windows, macOS, iOS and Android, serving both individual and business users worldwide. Their product supports email, calendar, tasks, and contacts in a modern, user-friendly interface.
The Challenge
Before Deskhero, eM Client relied on a combination of shared inboxes and basic ticketing tools to manage support queries. As their user base grew, so did the volume and complexity of support requests.
Key challenges included:
Lack of shared knowledge
Slow response times due to manual workflows
Difficulty scaling support without increasing headcount
“Our team was dealing with repeating requests pouring from different sources spending too much time organizing them instead of resolving them,” said George W., Head of Support at eM Client.
Finding the Right Solution
The eM Client team sought a modern helpdesk platform that was:
Easy to implement and use
Scalable with their growing support needs
Capable of integrating with their email
Affordable and customizable
After evaluating multiple options, they selected Deskhero for its clean interface, capability to learn from their internal resources including their website, and AI response generating features.
Implementation and Onboarding
The transition to Deskhero was completed in under two days. Key steps included:
Migrating historical support tickets by joining their support mailbox
Setting up different groups for their support channels
Training the support team in Deskhero’s UI
Importing their internal and knowledge base
“Deskhero’s onboarding team was responsive and helpful throughout."
Using Deskhero
With Deskhero, eM Client’s support team can now:
Automatically route tickets based on topic and channel used
Tweak the responses on the fly thanks to the constantly learning AI model
Use scripted responses for common issues
Provide context from tickets with similar topics
Deskhero allows scraping data directly from eM Client’s website which makes it easy to update the data sources when needed.
Results
Since adopting Deskhero, eM Client has seen impressive results:
60% faster response times
40% increase in ticket resolution speed
Improved agent workload balance through smart ticket routing
“We’ve seen tangible gains in efficiency and customer satisfaction. Deskhero helps us deliver the fast, reliable support our users expect,” said George W.
Looking Ahead
eM Client plans to:
Use Deskhero for their mobile project
Switch back to a more traditional ticket system to validate their decision and compare the effectiveness of the two systems.
Consider the added value of Deskhero and make a final decision.
Customer Quote
"Unfortunately, some of our customers are large enterprises relying on old school ticketing systems with a frontend accessible UI, which Deskhero is currently missing. We probably cannot afford maintaining two different systems at the same time but we'll definitely use Deskhero for our smaller projects and deploy it company-wide once they develop the UI." — George W., Head of Support, eM Client