IOT Issues Elite and Premium Smart Machines
| Customer Problem Statement | IOT | |||||
Probing | Understand the exact concern : A. If IOT was never connected B. if IOT was connected but now it is disconnected C. if correct TDS / filter life is not showing | Exception case : A. IOT module broken (Issue - RO not working) B. Beep not coming from IOT (Issue figured out while connection on call) C. Water got filled in IOT (Issue : Leakage) | ||||
| Mention the same on notes / comments. | ||||||
| Apology to Customer | ||||||
| Cohorts | IOT was never connected | IOT was connected but now disconnected | Water health / Filter life mismatch | |||
Probing 2 | Ask Cx a suitable time to call and call the Cx accordingly and inform you'll help him to connect this as it is just 5-10 mins process. Inform the following check points prior to call : A. Customer's mobile should be connected with the 2.4 GHz frequency only (mentioned on app). It doesn't work on 5GHZ frequency. B. Distance between the Smartphone and RO device should be less than 15 ft. C: If net speed is less (<10Mbps (Use Fast.com to check net speed)) and connection is not working than Agent might have to handle the case by creating local Hotspot | - Ask the customer if they have changed anything corresponding to the WIFI connection conditions. A. Changed the Wifi provider (Do they have 2.4 Ghz WIFI/5Ghz WIFI). B: Near the purifier, If net speed is less (<10Mbps (Use Fast.com to check net speed)) and connection is not working than Agent might have to handle the case by creating local Hotspot - If anything changed, help the customer in ensuring correct WIFI connectivity conditions. - If nothing changed, ask the customer a suitable time and help connecting WiFi. Ask the customer to stay near purifier (15 ft) of purfier for IoT connection. | Ask Cx the following point : A. If he is facing any issues with the RO machine B. If app is showing incorrect data B1. Ask Cx how did he figured out that data is incorrect (Checked with his own's TDS meter / checked with Pro) | This issues will come when either pro has visited for other concerns or agent found the "slow blinking" issue while getting it connected. | ||
| Cx facing issues with RO | Cx not facing any issue with RO | - Inform Cx that we'll update on this in next 3 hrs. - Convey the issue to Revisit Audit SME for suitable action. - And park ticket for 2 hrs. | ||||
Action | Call the Customer and ask to do the below mentioned steps (On Call) : | Call the Customer and ask to do the below mentioned steps (On Call) : | Confirm the issue and follow the SOP of that particular issue | If TDS incorrect: Inform customer → A. If Cx is using his TDS meter (Possible reason it is not calibrated, hence data can be mismatched). B. It can be some tech issue as well C. Ask Cx to share a screenshot of the app and TDS meter picture (where TDS is showing) If filter life is incorrect → A. Check the duration of the last filter change. B. Ask the customer how many individuals use the water purifier (if they are comfortable) C. Ask Cx to share a screenshot of the app. | ||
| 1. Drain 1 L of water for RO, then turn the power ON and OFF of your RO 5 times at intervals of 1 second till you hear a beep sound. At a beep sound, your RO machine is ready to pair. 2. Open the Urban Company application, Go to the ACCOUNT Menu →, click on DEVICES, and select DEVICE. (If showing device offline screen -- Click on reset device) 3. Click on the SETUP NOW option on the first page and proceed. 4. Confirm the long beep you heard from RO by in the checkbox. If not, follow the rectification steps mentioned on the screen. 5. Add your WIFI NAME and PASSWORD (Wi-Fi should be 2.4GHZ) and click on CONNECT. 6. Wait for 30 to 60 seconds for the device to pair, and keep your mobile device close to the RO machine for the time being. | Resolve the case when issue is fixed | - Check the case status on ticket notes. - If not available: Remind SME taking business POC in CC. - If spare to be delivered: Check delivery time on ticket notes → Arrange Partner availability accordingly → Inform Cx on the status and follow steps of revisit SOP | ||||
Resolution | Confirm with Cx if it is connected or not and inform that now he can check the health of drinking water and filter life. | |||||
| IOT Is connected / correct data showing | IOT not connected / Wrong data coming | Wrong data coming | ||||
Resolve the case | -Ask Cx to take screenshot of error and raise a bug to product team on slack #prodbiz-tech-escalations and tag Product POC and business POC in CC. -Apologies to Cx and request them to wait for 48 hrs and tell them that you'll get back to him with the resolution from our technical team. Park the ticket for 48 hrs. | -Ask Cx to take screenshot of error and raise a bug to product team on slack #prodbiz-tech-escalations and tag Product POC and business POC in CC. -Inform Cx to wait for 48 hrs and tell them that you'll get back to him with the resolution. Park the ticket for 48 hrs | Resolve the case when issue is fixed | |||
| . - If resolution available: Share the resolution with the customer - If resolution is not available: Offer 100 UC credits as token of apology and remind Product POC, taking Business POC in CC | . - If resolution available: Share the resolution with the customer - If resolution is not available: Offer 100 UC credits as token of apology and remind Product POC, taking Business POC in CC. | |||||
| Park the ticket at an interval of 24 hrs till you get any update from Product POC, taking Business POC in CC and update customer accordingly | Park the ticket at an interval of 24 hrs till you get any update from Product POC, taking Business POC in CC and update customer accordingly | |||||
| Tagging | When Parking the tickets | When Resolving the tickets | ||||
| Reason of Complaint (Main Tag) | IOT Issue Damaged(IOT damage case) | IOT Issue Damaged(IOT damage case) | ||||
| Reason of Complaint (Sub - Tag) | IOT not connected | IOT lost the connection (use this for data mismatch issue for now) | spare part damaged | IOT not connected | IOT lost the connection (use this for data mismatch issue for now) | spare part damaged |
| Resolution offered | pending on IOT (when bug raised) pending on business (in case of spare delivery) | information shared (when iot successfull connected) | same pro revisit sme revisit new pro revisit | |||
| Comments | Mention the base issue / resolution given | Mention the base issue / resolution given | ||||