Jun 04, 2025 Warwick Robinson AI, Business, aftermarket, workshops, tech
So how can AI support better customer service? Here are a few practical examples drawn from everyday workshop scenarios:24/7 Chatbots for Basic EnquiriesMissed calls and after-hours queries can cost you business. An AI chatbot on your WhatsApp, website, or social media page can answer common questions and take bookings at any time of day or night. A customer could ask, “Can I book a service for tomorrow?” at midnight and receive a reply instantly. These bots can provide operating hours, share basic service pricing, or confirm appointments – like a digital receptionist who never sleeps or takes leave.Personalised Reminders and Follow-UpsIt’s not always possible to check in with every customer, but AI makes it easy. If Sipho had his oil change five months ago, your system can automatically send a message at the six-month mark. Something as simple as, “Hi Sipho, your car is due for its next oil change – shall we book you in?” can make a customer feel noticed. Some workshops also use AI tools to follow up with a thank-you message or ask for feedback, keeping the relationship going even after the job is done.Faster Diagnostics and Clearer UpdatesCustomers value speed and clarity. AI can help mechanics identify faults faster by analysing sensor data or drawing from a library of previous cases. This means quicker updates for customers and less waiting around. Imagine being able to tell someone, “Our diagnostic system picked up the issue – your car will be ready this afternoon.” Tools that translate technical findings into everyday language can also build customer confidence and reduce confusion.Getting Started – From Cautious to ConfidentIf you’re new to AI, start small. A simple chatbot or automated appointment reminder might be all you need to begin. Many of these tools are affordable or even free, and don’t require a complete overhaul of your current systems. If you’re already using some automation – great. The next step could be integrating your tools. For example, link your chatbot with your calendar so customers can book directly on WhatsApp, or use an AI assistant to help draft follow-up messages. The aim isn’t to do everything at once – just to find one or two areas where AI can ease the pressure and improve the customer experience. Ready to give it a try?Small, practical steps with AI can make a big difference in how customers experience your workshop. Pick one idea and try it out – you might be surprised at how well it’s received. Simple upgrades to existing systems using AI can lead to big smiles in your reception area, and on your bottom line. Start with one experiment and watch how customers react. If you are finding all of this AI stuff a bit daunting and feeling like you don’t know who to ask for assistance – why not check out the African Academy of AI. Brought to you in association with GIBS, AAAI focusses on building businesses a better understanding of how AI tools can be leveraged strategically - within your daily interactions with customers. Brought to you by Greg Serandos - African Academy of AI (https://www.aaai.africa/) Take this poll on AI - and earn a chance to win a bottle of 12 Year-Old Scotch Whiskey! (winner to be announced June 30th 2025)
So how can AI support better customer service? Here are a few practical examples drawn from everyday workshop scenarios:
24/7 Chatbots for Basic EnquiriesMissed calls and after-hours queries can cost you business. An AI chatbot on your WhatsApp, website, or social media page can answer common questions and take bookings at any time of day or night. A customer could ask, “Can I book a service for tomorrow?” at midnight and receive a reply instantly. These bots can provide operating hours, share basic service pricing, or confirm appointments – like a digital receptionist who never sleeps or takes leave.
Personalised Reminders and Follow-UpsIt’s not always possible to check in with every customer, but AI makes it easy. If Sipho had his oil change five months ago, your system can automatically send a message at the six-month mark. Something as simple as, “Hi Sipho, your car is due for its next oil change – shall we book you in?” can make a customer feel noticed. Some workshops also use AI tools to follow up with a thank-you message or ask for feedback, keeping the relationship going even after the job is done.
Faster Diagnostics and Clearer UpdatesCustomers value speed and clarity. AI can help mechanics identify faults faster by analysing sensor data or drawing from a library of previous cases. This means quicker updates for customers and less waiting around. Imagine being able to tell someone, “Our diagnostic system picked up the issue – your car will be ready this afternoon.” Tools that translate technical findings into everyday language can also build customer confidence and reduce confusion.
Getting Started – From Cautious to ConfidentIf you’re new to AI, start small. A simple chatbot or automated appointment reminder might be all you need to begin. Many of these tools are affordable or even free, and don’t require a complete overhaul of your current systems. If you’re already using some automation – great. The next step could be integrating your tools. For example, link your chatbot with your calendar so customers can book directly on WhatsApp, or use an AI assistant to help draft follow-up messages. The aim isn’t to do everything at once – just to find one or two areas where AI can ease the pressure and improve the customer experience.
Ready to give it a try?Small, practical steps with AI can make a big difference in how customers experience your workshop. Pick one idea and try it out – you might be surprised at how well it’s received. Simple upgrades to existing systems using AI can lead to big smiles in your reception area, and on your bottom line. Start with one experiment and watch how customers react.
If you are finding all of this AI stuff a bit daunting and feeling like you don’t know who to ask for assistance – why not check out the African Academy of AI. Brought to you in association with GIBS, AAAI focusses on building businesses a better understanding of how AI tools can be leveraged strategically - within your daily interactions with customers. Brought to you by Greg Serandos - African Academy of AI (https://www.aaai.africa/)
Take this poll on AI - and earn a chance to win a bottle of 12 Year-Old Scotch Whiskey! (winner to be announced June 30th 2025)
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