--- title: "attendo Customer Service: omnichannel customer service" description: "WhatsApp, voice, chat, email and portal in one inbox, with each customer’s history, voice bots, a chatbot, surveys, reviews and churn risk alerts." url: "https://attendo.me/en/customer-service" lang: "en" --- # 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. - Unified inbox, no double replies - Voice bots and chatbot with your documentation - Survey on close, on WhatsApp too ## 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. ### Nobody sees the whole conversation Each channel keeps its own history. The customer tells the same story three times and gets tired. ### After hours, nobody answers Calls and chats from the night wait until morning. Some never come back. ### You do not know what they think [Satisfaction](https://attendo.me/en/glossary/csat) is measured once a year, if at all. A bad experience comes to light when the customer is already gone. ### 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](https://attendo.me/en/glossary/sla) to the minute? That is [attendo Ticketing](https://attendo.me/en/ticketing), the help desk. Customer Service looks after the relationship: conversations, customers and retention. ## 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. ### 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. ### 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. ### Step 3 · Someone accepts it In the [unified inbox](https://attendo.me/en/glossary/unified-inbox), whoever accepts the conversation keeps it. Nobody answers twice. ### Step 4 · They reply with context With the customer’s history in view and marIA’s draft ready to review. ### 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. ### Step 6 · It closes and you listen The customer rates the service by email, text or WhatsApp. A low score opens a recovery case. ## 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](https://attendo.me/en/communications) ## 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](https://attendo.me/en/modules/telephony) ## 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](https://attendo.me/en/modules/web-chatbot) ## 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](https://attendo.me/en/modules/timeline) ## 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](https://attendo.me/en/portals) ## 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](https://attendo.me/en/glossary/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](https://attendo.me/en/modules/surveys) ### 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](https://attendo.me/en/glossary/hour-bank), that is [attendo Ticketing](https://attendo.me/en/ticketing). They are the same platform, so you can use both. ## 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. ### Industries - [IT services and support](https://attendo.me/en/industries/it-services) - [Technology and software](https://attendo.me/en/industries/it-services) - [Hospitality, retail and multi-site operations](https://attendo.me/en/industries/multi-site-operations) - [Retail and franchises](https://attendo.me/en/industries/multi-site-operations) - [Hospitality and tourism](https://attendo.me/en/industries/multi-site-operations) - [Repair and technical service](https://attendo.me/en/industries/after-sales-repair) - [Manufacturing and distribution](https://attendo.me/en/industries/equipment-manufacturers) - [Energy and renewables](https://attendo.me/en/industries/energy-renewables) - [Real estate and building management](https://attendo.me/en/industries/facility-maintenance) - Education and training - Transportation and logistics - Public sector ### 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 ## 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](https://attendo.me/en/artificial-intelligence) ## 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. - [WhatsApp](https://attendo.me/en/integrations/whatsapp) - [Microsoft 365](https://attendo.me/en/integrations/microsoft-365) - [Google Workspace](https://attendo.me/en/integrations/google-workspace) - [Microsoft Teams](https://attendo.me/en/integrations/microsoft-teams) - [Google Meet](https://attendo.me/en/integrations/google-workspace) - Slack - Lyria - WordPress - [Odoo](https://attendo.me/en/integrations/odoo) - [Business Central](https://attendo.me/en/integrations/business-central) - [SAP Business One](https://attendo.me/en/integrations/sap-business-one) - [Holded](https://attendo.me/en/integrations/holded) [See integrations](https://attendo.me/en/integrations) ## 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 customers | This is its home turf: one history per customer, whatever the channel | | Ends in orders, appointments, visits or complaints that need resolving | A good fit: the conversation opens the right document | | Is a contact center with hundreds of seats, an auto dialer and shift planning | A 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 management | A social media tool is the better choice | Comparisons: [attendo vs. Zendesk](https://attendo.me/en/comparisons/attendo-vs-zendesk) and [vs. Freshdesk](https://attendo.me/en/comparisons/attendo-vs-freshdesk). By department: [customer service](https://attendo.me/en/use-cases/customer-service). Read [WhatsApp for customer service](https://attendo.me/en/blog/whatsapp-for-customer-service) and [what works and what does not with AI in customer service](https://attendo.me/en/blog/ai-in-customer-service-what-works). In the glossary: [omnichannel](https://attendo.me/en/glossary/omnichannel), [customer portal](https://attendo.me/en/glossary/customer-portal) and [churn](https://attendo.me/en/glossary/churn). ## The rest of the platform, when you need it - [attendo Ticketing](https://attendo.me/en/ticketing): The help desk: technical issues in a queue, with SLAs to the minute. - [attendo CRM](https://attendo.me/en/crm): Opportunities, quotes, contracts and the profitability of every customer. - [Communications](https://attendo.me/en/communications): Every channel in detail: what it does and what it needs. - [attendo Field Service](https://attendo.me/en/field-service): When the conversation ends in a site visit. Modules used by attendo Customer Service - [marIA (Smart-AI)](https://attendo.me/en/artificial-intelligence) - [Flows and AI-Flows](https://attendo.me/en/modules/flows) - [AI Autopilot (Multiple AI Agents)](https://attendo.me/en/modules/ai-autopilot) - [Timeline](https://attendo.me/en/modules/timeline) - [attendo Forms](https://attendo.me/en/modules/forms) - [Compliance · My team](https://attendo.me/en/modules/task-compliance) - [Kanban](https://attendo.me/en/modules/kanban) - [Communications](https://attendo.me/en/modules/channels) - [Satisfaction surveys](https://attendo.me/en/modules/surveys) - [Contracts and SLA](https://attendo.me/en/modules/contracts-and-sla) - [Customer, supplier and partner portals](https://attendo.me/en/modules/customer-portal) - [Web chatbot](https://attendo.me/en/modules/web-chatbot) - [Telephony](https://attendo.me/en/modules/telephony) - [Appointments and online booking](https://attendo.me/en/modules/online-booking) - [Marketing and prospecting](https://attendo.me/en/modules/marketing-and-prospecting) ## 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](https://attendo.me/en/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. ## 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? - Phone [+34 910 053 530](tel:+34910053530) - Email [sales@attendo.me](mailto:sales@attendo.me) - Monday to Thursday 9:30 AM to 6:30 PM and Friday 9:30 AM to 2:30 PM (Spain time)