Coastal Express Shipping receives numerous customer inquiries daily, ranging from shipment tracking to service inquiries. The company uses Deskhero's ticket management system to manage these inquiries effectively. The advanced AI capabilities of Deskhero help in categorizing and prioritizing the tickets based on their urgency and relevance, thus ensuring swift resolution.
The company also utilizes Deskhero's AI-powered knowledge base. The AI scans through previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data to generate relevant content. This feature has significantly reduced the time spent by customer support representatives on researching solutions for customer queries.
Deskhero's AI capabilities also extend to generating suggested replies. By leveraging OpenAI Embeddings, the platform provides the support team with suggested responses based on the context of the customer's query. This feature has not only improved the response time but also ensured consistency in the quality of responses.
Furthermore, Coastal Express Shipping uses Deskhero's comprehensive search bar powered by AI. This feature enhances the search results by providing more relevant and detailed information, thereby helping the support team find solutions more quickly.
Overall, Deskhero's advanced AI capabilities have helped Coastal Express Shipping enhance their customer support operations, improve response times, and increase customer satisfaction.
How does Deskhero's AI help in managing tickets?
Deskhero's AI helps in categorizing and prioritizing the tickets based on their urgency and relevance, ensuring swift resolution.
How does the AI-powered knowledge base work?
The AI scans through previous tickets, knowledge base articles, uploaded files, and scraped website data to generate relevant content for customer queries.
What is the benefit of AI-generated suggested replies?
AI-generated suggested replies improve the response time and ensure consistency in the quality of responses.
* This article provides an example of how a fictive company in the Coastal Shipping industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
