IronClad Manufacturing receives hundreds of customer queries daily, ranging from product inquiries to technical support requests. Before implementing Deskhero, the support team struggled with managing and prioritizing these tickets. With Deskhero's ticket management and kanban board features, the team can now efficiently organize, track, and resolve customer issues.
The company also leverages Deskhero's custom fields and user groups to categorize tickets based on the nature of the query and the customer's profile. This has resulted in more personalized and targeted responses, enhancing customer satisfaction.
Deskhero's advanced AI capabilities have been a game-changer for IronClad. The AI uses OpenAI Embeddings to analyze previous tickets, knowledge base articles, uploaded files, and scraped website data. It then generates suggested replies, significantly reducing the time spent on crafting responses.
Furthermore, the AI enhances the search results within the platform, making it easier for the support team to find relevant content and solutions. This has reduced the average resolution time and improved the overall productivity of the team.
Lastly, IronClad uses Deskhero's REST API to integrate the platform with their existing systems, ensuring a seamless flow of data and enhancing the overall efficiency of their operations.
How does Deskhero's AI improve the efficiency of the support team?
Deskhero's AI uses OpenAI Embeddings to analyze past tickets and other resources, generating suggested replies and enhancing search results. This reduces the time spent crafting responses and searching for solutions, improving overall efficiency.
Can Deskhero be integrated with existing systems?
Yes, Deskhero provides a REST API that allows for easy integration with your existing systems, ensuring a seamless flow of data.
How does Deskhero enhance customer satisfaction?
Deskhero allows for efficient ticket management and provides personalized responses through its custom fields and user groups. These features ensure quick and targeted responses, enhancing customer satisfaction.
* This article provides an example of how a fictive company in the Manufacture of Basic Iron & Steel industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.