Zyxel Networks
Zyxel Networks gives customers technical support through an AI chatbot on WhatsApp. Chats are organized and analyzed in Supsis. A conversation that cannot be resolved is handed to live support. Warranty lookup, technical service records and chat analysis sit in tables on the same panel.
90%
Faster response time
86%
Higher customer satisfaction
88%
Requests resolved by automation
* The figures shown are illustrative and will be updated with brand approval.
Technical support questions
Setup, fault and warranty questions piled up on WhatsApp and the same answer was typed again
Service records apart
The technical service record stayed outside the chat, so it was unclear which device it belonged to
Chat follow-up
It was unclear which chat was resolved and which one should move to live support
Challenge
Warranty, fault and service questions piled up on WhatsApp. The chat and the technical service record stayed apart, so it was unclear which request was resolved and which one should go to an agent.
Solution
Supsis Ai set up an AI chatbot on WhatsApp for Zyxel. The bot gives technical support. Warranty lookup, technical service records and chat analysis are tables in the same place. A chat that cannot be resolved is handed to live support, and the data is kept in Supsis together with the service records.
Results
Zyxel handles technical support chats on WhatsApp. Warranty and service records are in a table, chat analysis in another. A conversation an agent needs to see lands in live support.