How AI Empowers Customer Support Teams: A Comprehensive Guide to Dashworks

Customer support teams are the unsung workhorses of many organizations, tirelessly working to ensure high NPS and resolve customer issues. They're problem-solvers, mediators, and brand ambassadors all rolled into one. Every day, they’re dealing with frustrated customers and navigating complex product issues. 

One of the biggest hurdles in their day-to-day can be managing and finding information that's scattered across different systems. These information silos make it difficult for support agents to quickly access the knowledge they need to help customers effectively and quickly:

• Information Silos: Support teams need to access information from a wide range of sources, including internal wikis, CRM systems, ticketing platforms, and communication channels like Slack. As a result, they may also lack the full context of a customer’s issue, leading to longer resolution times and potential miscommunication.
• Repetitive Questions: Information silos lead to repetitive internal questions. Answering the same questions over and over again, or waiting for others to answer your questions, can be draining and time-consuming.

Part of this challenge stems from the difficulty of keeping knowledge up to date. Knowledge bases and documentation can quickly become outdated, leading to inaccurate information and frustrated customers.

Dashworks: Your AI-powered Knowledge Assistant

What if you had a tool that could instantly access all your company’s knowledge, answer common questions automatically, and provide support teams with the context they need to resolve issues efficiently? That’s where Dashworks comes in.

Dashworks is an AI-powered knowledge assistant that integrates with all your work applications and knowledge bases, creating a single, unified source of truth for your company’s information. Instead of jumping between different platforms, support teams can simply ask Dashworks a question in natural language and receive a precise, trustworthy answer with links to the original source.

Let’s explore some specific use cases where Dashworks can make a real difference for customer support teams:

1. Automating Answers to Frequently Asked Questions

Imagine a customer asks, “How do I reset my password?” or “What is your return policy?” Instead of manually searching for the answer, your support team can simply ask Dashworks. Dashworks will instantly provide the correct answer, freeing up your team to focus on more complex issues.

Example Questions:

• “What is the process for [specific action]?”
• “Where can I find information on [specific topic]?”

2. Troubleshooting Technical Issues

When a customer reports a technical issue, Dashworks can help your support team quickly identify the root cause and find the appropriate solution. By searching across your connected applications, Dashworks can provide relevant documentation, troubleshooting guides, and even code snippets.

Example Questions:

• “How do I troubleshoot [specific error message]?”
• “What are the database settings for [specific feature]?”
• “Can you find a Jira ticket related to [specific issue]?”

3. Onboarding New Team Members

Onboarding new support team members can be a time-consuming process. Dashworks can help by providing new hires with instant access to all the information they need, including company policies, product documentation, and training materials. This allows new team members to get up to speed quickly and start providing value from day one.

Example Questions:

• “Where can I find the onboarding documentation?”
• “What are the company’s policies on [specific topic]?”

4. Drafting Customer Communications

Dashworks can help your support team draft clear, concise, and professional customer communications. By understanding your company’s brand voice and tone, Dashworks can assist with writing emails, chat responses, and even help articles.

Example Questions:

• “Please type an email explaining [specific situation].”
• “Write a short and simple message to let our live chat customers know [specific information].”

5. Staying Up-to-Date on Product Changes

Support teams can find it challenging to keep up with product updates and new feature releases. Dashworks can help by surfacing relevant changes and providing access to the latest documentation. This ensures your team is always equipped to answer customer questions accurately.

Example Questions:

• “What was released last week?”
• “Can you summarize what is being released this week?”
• “Can you find the latest release notes email and summarize it for me?”

Empower Your Support Team with Dashworks

By automating tasks, providing instant access to knowledge, and offering valuable insights, Dashworks can empower your support team to provide exceptional CX and drive business growth.

Ready to see Dashworks in action? Request a demo for a personalized walkthrough for your organization.