PumpPro Services receives hundreds of service requests daily. Managing these tickets was a significant challenge until they implemented Deskhero. The platform's ticket management feature has allowed them to categorize, prioritize, and assign tickets efficiently, reducing response times and increasing customer satisfaction.
The advanced AI capabilities of Deskhero have been particularly beneficial. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data, Deskhero can suggest replies to customer queries. This feature has significantly reduced the time spent by customer service representatives on each ticket, allowing them to handle more queries in less time.
Deskhero's AI capabilities also enhance search results. When a customer service representative searches for information to resolve a ticket, the AI uses the embeddings to find the most relevant content. This feature has improved the quality of responses provided to customers, further boosting customer satisfaction.
PumpPro Services has also used Deskhero's custom fields and user groups features to tailor the platform to their specific needs. They have created custom fields for specific pump and compressor models, making it easier to categorize and search for tickets. The user groups feature has allowed them to assign tickets based on the expertise of their technicians, ensuring that each ticket is handled by the most qualified person.
Overall, Deskhero has transformed PumpPro Services' customer support, making it more efficient and effective. The platform's advanced AI capabilities have been particularly beneficial, reducing response times, improving the quality of responses, and boosting customer satisfaction.
How has Deskhero improved PumpPro Services' response times?
Deskhero's ticket management feature and AI-powered suggested replies have significantly reduced the time spent on each ticket, allowing customer service representatives to handle more queries in less time.
How does Deskhero's AI enhance search results?
When a customer service representative searches for information to resolve a ticket, the AI uses embeddings from previous tickets, knowledge base articles, uploaded files, and scraped website data to find the most relevant content.
How has PumpPro Services customized Deskhero to their specific needs?
They have used Deskhero's custom fields and user groups features to create custom fields for specific pump and compressor models and assign tickets based on the expertise of their technicians.
* This article provides an example of how a fictive company in the Maintenance and repair services for pumps and compressors industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
