TrialGuard handles a high volume of customer queries on a daily basis. To manage this effectively, they utilize Deskhero's ticket management system. The system's AI capabilities analyze previous tickets and knowledge base articles to suggest suitable responses, significantly reducing the response time.
The company also leverages Deskhero's custom fields and structured data lists to organize customer information and queries. This enables them to deliver personalized support and track customer interactions more effectively. The AI-powered comprehensive search bar aids in quickly finding relevant information.
Deskhero's AI capabilities also extend to generating knowledge base articles from various file types like Word, PowerPoint, and PDF files. This feature is particularly beneficial for TrialGuard as they frequently need to reference policies, manuals, and presentations when responding to customer queries. The AI can scrape these documents for relevant information, creating a robust and comprehensive knowledge base.
In addition, TrialGuard uses Deskhero's website scraping feature to stay updated on the latest regulations and guidelines in the clinical trials industry. The AI can analyze this data and incorporate it into the knowledge base, ensuring that the support team always has the most up-to-date information.
Lastly, TrialGuard takes advantage of Deskhero's REST API to integrate the platform with their existing systems. This seamless integration ensures that all customer interactions are tracked and managed efficiently, improving the overall customer experience.
How does Deskhero's AI capabilities improve response time?
Deskhero's AI analyzes previous tickets and knowledge base articles to suggest suitable responses to new queries. This reduces the time spent researching and formulating responses, thereby improving response time.
How does Deskhero help in staying updated with the latest regulations?
Deskhero's website scraping feature allows the platform to gather the latest regulations and guidelines from relevant websites. The AI then analyzes this data and incorporates it into the knowledge base, ensuring that the support team always has the most up-to-date information.
Can Deskhero integrate with our existing systems?
Yes, Deskhero provides a REST API that allows for seamless integration with your existing systems. This ensures that all customer interactions are tracked and managed efficiently.
* This article provides an example of how a fictive company in the Clinical Trials Regulation industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.