CargoMaster receives hundreds of queries daily from customers regarding shipment status, delivery times, and other related issues. Managing these tickets manually was time-consuming and often led to delayed responses. With Deskhero's ticket management feature, the company could categorize and prioritize tickets effectively. The AI capabilities further enhanced this process by suggesting replies based on previous tickets and knowledge base articles, significantly reducing response times.
Deskhero's AI also improved the efficiency of CargoMaster's search functionality. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals, the AI could find relevant content quickly and accurately. This made it easier for the customer support team to find the information they needed to resolve customer queries.
The company also used Deskhero's custom fields and user groups features to organize their customer support team better. They could create custom fields for specific types of queries and assign them to specialized user groups. This ensured that the right team handled each query, improving the overall efficiency of the support process.
CargoMaster also benefited from Deskhero's knowledge base feature. The AI could generate articles from Word, PowerPoint, and PDF files, making it easy for the company to build a comprehensive knowledge base. This not only served as a valuable resource for the customer support team but also allowed customers to find answers to their queries independently.
Overall, Deskhero's advanced AI capabilities have transformed CargoMaster's customer support process. The company has seen a significant reduction in response times, an increase in customer satisfaction, and improved efficiency of their support team.
How does Deskhero's AI improve ticket management?
Deskhero's AI suggests replies based on previous tickets and knowledge base articles. This helps in reducing response times and improving the efficiency of ticket management.
How does Deskhero's AI enhance search functionality?
Deskhero's AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files to find relevant content quickly and accurately. This enhances the search functionality and makes it easier to find the required information.
How does Deskhero's AI assist in building a knowledge base?
Deskhero's AI can generate knowledge base articles from Word, PowerPoint, and PDF files. This makes it easy to build a comprehensive knowledge base that can serve as a valuable resource for the customer support team and customers.
* This article provides an example of how a fictive company in the Cargo and baggage handling industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.