Customer service and support – Case Study.

Below is a real life situation. It happened at lunchtime on Sunday. A customer of our client had a problem with one of the products they purchased and this is what they said to our AI Chatbot:

—> “Its says device offline”

Nothing more, not even the name of the product or more details. Think what you or your call centre would have said: “What product and what other messages is it giving”?
Of course you and your call centre would not have answered the phone or returned an email or WhatsApp because this was Sunday lunchtime.

So what did our AI Chatbot say?
—> It sounds like you’re experiencing a connectivity issue with your Infinity GPS Pet Tracker. Here are a few steps you can take to troubleshoot this problem:

1. **Check the SIM Card**: Ensure that the SIM card is properly inserted and activated. You can find detailed instructions on setting up a SIM card for your GPS tracker [here](https://www.tailme.co.za/support/setting-up-a-sim-card-for-your-gps-tracker/).

2. **Network Coverage**: Make sure that the area where you are trying to use the device has adequate network coverage. Sometimes, poor signal strength can cause the device to appear offline.

3. **Device Battery**: Verify that the device has sufficient battery power. Low battery can affect connectivity. For more information on battery management, you can refer to the troubleshooting guide on battery drainage [here](https://www.tailme.co.za/support/troubleshooting-guide-understanding-battery-drainage-in-infinity-4g-gps-pet-trackers/).

4. **Restart the Device**: Try turning the device off and then back on to reset the connection.

5. **Connectivity Settings**: Ensure that the device’s connectivity settings are correctly configured. You can find more information on connectivity issues and solutions [here](https://www.tailme.co.za/support/connectivity-issue-on-the-infinity-4g/).

If these steps do not resolve the issue, please let me know, and I can assist you further or connect you with a specialist.

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The customer did not ask a follow up question or ask to be connected to a specialist, so we presume the AI chatbot gave the right answer.

Do you think this made for a happy customer? A successful customer support chat on a Sunday afternoon?
Even if it was during office hours our AI chatbot would have given a faster answer than any call centre. And at lower cost.

Yes, I know you are sceptical about AI. Let us prove this will work for your business.