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attendo Customer Service

Every customer, with their whole history in view

WhatsApp, calls, chat, email, Teams, Slack and the portal in one inbox. Whoever answers sees who the customer is, what they asked for before and what they thought last time. And bots handle the routine questions at any hour.

Request a demo See how it works
  • Unified inbox, no double replies
  • Voice bots and chatbot with your documentation
  • Survey on close, on WhatsApp too
Messaging inbox with conversations from several channels, filters by provider and channel, and tabs for new, mine, team and Autopilot.
The unified inbox: each conversation with its channel, its customer and who has it.

If this sounds familiar, keep reading

Customers talk to you in five places. Your team answers from five.

They message the sales rep on WhatsApp, call the switchboard, leave a message in the website chat and end up sending an email. Someone different handles each channel, without knowing what the last person said.

And when they leave for a competitor, nobody saw it coming.

  • Repeats the case

    Nobody sees the whole conversation

    Each channel keeps its own history. The customer tells the same story three times and gets tired.

  • Unanswered

    After hours, nobody answers

    Calls and chats from the night wait until morning. Some never come back.

  • Not rated

    You do not know what they think

    Satisfaction is measured once a year, if at all. A bad experience comes to light when the customer is already gone.

  • At risk

    The customer who goes quiet

    They stop writing and stop buying, and nobody notices until they do not renew.

Do you handle technical issues in a queue, with SLAs to the minute? That is attendo Ticketing, the help desk. Customer Service looks after the relationship: conversations, customers and retention.

How it works

From the first message to the rating, with the same customer

Six steps. Whatever the customer says, on whatever channel, ends up on their record.

  1. Step 1

    The conversation comes in

    Through WhatsApp, phone, web chat, email, Teams, Slack or the portal. If the customer already exists, it joins their record.

  2. Step 2

    A bot or a person answers

    The chatbot and voice bots answer from your documentation and hand over to a person when needed.

  3. Step 3

    Someone accepts it

    In the unified inbox, whoever accepts the conversation keeps it. Nobody answers twice.

  4. Step 4

    They reply with context

    With the customer’s history in view and marIA’s draft ready to review.

  5. Step 5

    If something needs doing, it carries on

    The conversation opens the right document: a complaint, a return, an appointment or a technical ticket.

  6. Step 6

    It closes and you listen

    The customer rates the service by email, text or WhatsApp. A low score opens a recovery case.

Unified inbox

Every conversation, one inbox

Each channel is assigned to its group, like a mailbox. The conversation lands in the inbox and on the customer record, and you reply from attendo on the same channel it came in on.

Teams and Meet meetings stay on the record too, with their recording and transcript.

  • WhatsApp Business with the official API and several numbers, plus WhatsApp voice calls
  • Email from Microsoft 365 and Google Workspace, with shared mailboxes
  • Microsoft Teams and Slack as service channels
  • Exclusive acceptance: whoever picks up a conversation keeps it
  • Tabs for new, mine, team and AI Autopilot
See communications

Voice and voice bots

The call, recorded, transcribed and summarized

You connect your phone system and each call is linked to its customer. After hours, a voice bot answers, takes the details, checks your documentation and leaves the case open for the morning.

AI supervision gives each agent private feedback, without scoring or ranking anyone. It is turned on after informing your staff.

  • Call from the record, and the call stays on its timeline
  • Recording with a legal notice and recorded consent
  • Transcript and summary on the customer record
  • Voice bots that answer after hours or act as a first filter
  • Phone menus, and a VIP customer alert before you pick up
See telephony

Chat and chatbot

Routine questions, answered at any hour

The chatbot installs with a code snippet or the WordPress plugin. When it does not know, or the visitor asks, the conversation goes to your team with everything said so far in view.

  • One chatbot per brand or domain, on your website or your portal
  • Answers from your manuals and FAQs, citing the source
  • Collects the visitor’s details and saves them as a lead
  • Hands the conversation to a person, in the inbox
See the web chatbot

Customers and their history

Who they are, what they asked for and what they said

Everything that happens with a customer stays on their record, in order and with its author. Whoever picks up the case next does not ask what was already asked.

  • Customer record with contacts, contracts, documents and conversations
  • Timeline with every email, message, call and internal note
  • Internal notes the customer never sees, and mentions for a colleague
  • Web tracking: which pages they visit and when they open what you sent
  • A page where the customer follows the status of their case or order
See the timeline
Customer form with tax ID, legal and trade name, email, language, industry, phone and address.
The customer record: where their whole history starts.

Portal and self-service

Customers check their own records without calling you

In the portal, your customers open cases, follow their status and download their documents. As they type, the portal suggests the FAQ that may answer their question.

  • A portal with your brand and your words, with no license for your customers
  • Each person with their own account and two-step verification, also with Microsoft, Google or Auth0
  • FAQs suggested while they type
  • Appointments: the customer picks a slot on their booking page and reschedules or cancels it from their link. Online, with its Teams or Meet meeting
  • Their pending surveys, and groups up to five levels deep where head office sees all its sites
See the portals

Surveys and retention

Know what they think, and act before you lose them

Satisfaction is measured on every case, not once a year. A bad score becomes work with an owner, and the churn risk report tells you who to call before they stop buying.

  • Survey on close, with the score inside the email, by text or on WhatsApp
  • A score of 6 or lower opens a recovery case
  • NPS by line of business and satisfaction by agent
  • Invitations to review you on Google, and your reviews in attendo through the API
  • Churn risk report: inactive customers and the contracts at stake
  • Scheduled email campaigns to win back customers who go quiet
  • Conversations by channel, SLA by inbound channel and recovery of unhappy customers, in their reports and in a dashboard you can edit
See surveys
Customer churn risk report with days of inactivity, customers at risk, those with a contract and the value at risk.
Churn risk: inactive customers, with their contracts and the value at stake.

What about technical support?

Customer care and help desk, each doing its own job

attendo Customer Service looks after the customer relationship on every channel: conversations, history, satisfaction and retention. If what you handle is technical issues in a queue, with SLAs to the minute and prepaid hours, that is attendo Ticketing. They are the same platform, so you can use both.

Who it is for

The most common industries. And any other.

attendo Customer Service adapts to any industry and any company, in any country, with its own document types, fields and vocabulary, and no custom development. These are the most common ones, not the only ones.

Types of business

  • Companies with repeat or subscription customers
  • Companies that sell to other businesses
  • Manufacturers and distributors with a sales network
  • IT service and support providers
  • Public administrations and agencies

marIA in customer care

The draft is ready before you open the conversation

  • Drafts the reply

    With the customer’s whole history in view. A person reviews and sends it.

  • Answers by voice

    Voice bots take the details, check your documentation and hand the call to a person.

  • Answers in the chat

    From your manuals and FAQs, citing where each answer comes from.

  • Transcribes and summarizes

    Every call is transcribed and summarized on the customer record.

  • Sorts what comes in

    Type of inquiry, tone and spam, before it reaches the inbox.

  • Prioritizes with agents

    With AI Autopilot (Multiple AI Agents), each case gets a score from 0 to 100 and goes to a person when it crosses a threshold.

What it does not do: reply on its own in the inbox by default: it proposes and a person sends. The chatbot and voice bots only answer where you put them. Without AI, attendo Customer Service works in full.

See the attendo AI

Integrations

Connected to what you already use

Channels connect with your organization’s accounts: Meta for WhatsApp, Microsoft or Google for email and your carrier for the phone system. We give you in writing what each one needs.

With your ERP, the connector is native: customers, documents and payments stay up to date on both sides. And API v4 and webhooks connect everything else.

See integrations

Honest comparison

Where it fits (and where it does not)

We would rather you know now than at the third meeting.

If your customer care…attendo Customer Service
Mixes WhatsApp, phone, chat and email with returning customersattendo Customer ServiceThis is its home turf: one history per customer, whatever the channel
Ends in orders, appointments, visits or complaints that need resolvingattendo Customer ServiceA good fit: the conversation opens the right document
Is a contact center with hundreds of seats, an auto dialer and shift planningattendo Customer ServiceA contact center platform is the better choice. attendo connects to your phone system; it does not replace it
Lives on public social media and community managementattendo Customer ServiceA social media tool is the better choice

Comparisons: attendo vs. Zendesk and vs. Freshdesk. By department: customer service.

Read WhatsApp for customer service and what works and what does not with AI in customer service. In the glossary: omnichannel, customer portal and churn.

The rest of the platform

The rest of the platform, when you need it

attendo Ticketing The help desk: technical issues in a queue, with SLAs to the minute. attendo CRM Opportunities, quotes, contracts and the profitability of every customer. Communications Every channel in detail: what it does and what it needs. attendo Field Service When the conversation ends in a site visit.

Modules used by attendo Customer Service

Frequently asked questions

Frequently asked questions

What is the difference between attendo Customer Service and attendo Ticketing?

Customer Service is customer care across every channel: conversations, customer history, satisfaction and retention. Ticketing is the help desk: technical issues in a queue, with SLAs to the minute and prepaid hours. They share one platform, and you can use both.

WhatsApp with the official API?

Yes, with your Meta account and several numbers, each with its own team. WhatsApp voice calls are included too. Meta approves message templates before you use them.

What phone system do I need?

The Lyria phone system. If you have another, we review it before go-live.

Is it legal to record calls?

Yes, with prior notice. attendo notifies the caller and records who gave consent.

Does the chatbot make up answers?

No. It answers from your documentation and FAQs, and cites where each answer comes from. If it does not know, it hands the conversation to a person.

Do my customers need a license for the portal?

No. Portal users do not count as licenses, however many you have.

Can I ask for Google reviews?

Yes. You invite every customer equally to review you on your Google Business Profile, and your reviews come into attendo through the API.

Does the AI reply to my customers on its own?

Not in the inbox by default: it proposes and a person sends. The chatbot and voice bots only answer where you put them, and they hand over to a person when needed.

Request a demo

Bring your channels. We will show you the inbox with them.

We will show you attendo with your WhatsApp numbers, your email and your types of inquiry. If your customer care fits another tool better, we will tell you.

  • With your operation, not a generic demo
  • A real person from our team replies
  • No cold calls afterwards

Would you rather talk first?

Which area do you want to see in the demo?

With your work email we prepare the demo around your case.

In one or two sentences.

If you chose Maintenance (CMMS)

If you chose Field work (Field Service)

If you chose Facility Management

If you chose any other area

Only if you would rather we call you.

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What happens when you send it. Someone from our team reads what you tell us and writes to you to agree on a time for the demo. Our hours: Monday to Thursday 9:30 AM to 6:30 PM and Friday 9:30 AM to 2:30 PM, Spain time.