--- title: "Customer service software: inbox, bots and surveys | attendo" description: "Customer service software: WhatsApp, calls, chat, email and portal in one inbox, with each customer’s history, voice bots, a chatbot and satisfaction surveys." url: "https://attendo.me/en/l/customer-service-software" lang: "en" --- # Customer service software: one inbox, the whole story Every conversation, whether it comes in on WhatsApp, phone, chat, email or the portal, lands in one inbox and on the customer record. Whoever answers knows what they asked for before and what they thought, and bots handle routine questions at any hour. - Nobody answers the same conversation twice - Voice bots and chatbot with your documentation - Survey on close, on WhatsApp too - Cloud-based: nothing to install - Data hosted in the European Union - Portal with no license for your customers - AI proposes; you decide ## Request a demo with your data We call you, look at your case and show you attendo with your own data. No commitment. ## Customers talk to you on five channels and nobody sees the whole conversation They message on WhatsApp, call the switchboard, ask in the website chat and end up sending an email. Someone different handles each channel. And when they leave for a competitor, nobody saw it coming. ### They tell the same story three times Each channel keeps its own history, and nobody sees the full conversation. ### After hours, nobody answers Night-time calls and chats wait until morning, and some never come back. ### Double replies Two people answer the same customer, or nobody does, because nobody knows who has it. ### Customers who go quiet They stop writing and stop buying, and you notice when they do not renew. ## All your customer service, in one inbox and one record Channels, bots, history, surveys and retention on the same customer. ### Unified inbox WhatsApp, email, web chat, Teams, Slack and the portal in one inbox. Whoever accepts a conversation keeps it. ### WhatsApp with the official API Several numbers, each with its own team, and WhatsApp voice calls. Meta approves message templates before you use them. ### Calls and voice bots You call from the record, and the call is recorded with notice, transcribed and summarized. After hours, a voice bot answers. ### Chatbot with your documentation On your website or your portal, it answers citing your manuals and FAQs, and hands over to a person when needed. ### The customer’s history Contacts, contracts and documents, and every email, message, call and internal note on their timeline. ### Portal and self-service Your customers open cases, follow their status, book appointments and download their documents, with no license. ### Surveys and reviews A survey on close by email, text or WhatsApp, and a low score opens a recovery case. Your Google reviews come in through the API. ### Churn risk The report of inactive customers and contracts at stake, and scheduled email campaigns to win back customers who go quiet. ## From the first message to the rating Six steps with the same customer, whatever the channel. ### Step 1 · The conversation comes in Through WhatsApp, phone, chat, email, Teams, Slack or the portal, and joins the customer 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 inbox, whoever accepts the conversation keeps it. ### 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, an appointment or a technical ticket. ### Step 6 · It closes and you listen The customer rates the service by email, text or WhatsApp, and a low score opens a recovery case. ## marIA in customer service The draft is ready before you open the conversation. A person sends it. ### Drafts the reply With the customer’s 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. ### 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. **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. ## From five inboxes to customer service software What changes when all of a customer’s conversations are in the same place. | | Each channel on its own | attendo Customer Service | | --- | --- | --- | | Conversations | On phones, in email and at the switchboard | One inbox and each customer’s record | | Who answers | Whoever sees it first, or nobody | Whoever accepts the conversation keeps it | | After hours | It waits until morning | Voice bots and chatbot with your documentation | | Calls | Nobody knows what was said | Recorded with notice, transcribed and summarized | | Satisfaction | A survey once a year, if any | On every closed case, with recovery if the score is low | | Customers who leave | You find out when they do not renew | Churn risk report and win-back campaigns | ## 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. With your ERP the connector is native, and API v4 and webhooks connect everything else. - WhatsApp - Microsoft 365 - Google Workspace - Microsoft Teams - Slack - Lyria - WordPress - Odoo - Business Central - API v4 ## For any company, in any industry These are the most common industries. attendo can be set up for any other: your customer types, your fields and your vocabulary. - IT services and support - Technology and software - Hospitality, retail and multi-site operations - Retail and franchises - Hospitality and tourism - Repair and technical service - Manufacturing and distribution - Energy and renewables - Real estate and building management - Education and training - Transportation and logistics - Public sector - And any other industry ## Other ways to use attendo ### [CRM software](https://attendo.me/en/l/crm-software) If you are looking for customer management across the whole company: a 360 record, deals, contracts and profitability. ### [After-sales service software](https://attendo.me/en/l/after-sales-service-software) If the conversation ends in a repair: requests from brands and consumers, warranties and parts. ### [attendo Ticketing](https://attendo.me/en/ticketing) If what you handle is technical issues in a queue, with SLAs to the minute and prepaid hours: that is the help desk. ### [Everything attendo Customer Service does](https://attendo.me/en/customer-service) Modules, screenshots and full detail on the attendo website. ## Frequently asked questions ### What is customer service software? It is the software that brings together your conversations with customers, whatever the channel, with each customer’s history. It lets you answer fast, without asking the same questions again, and know what each customer thinks. ### How is it different from ticketing or help desk software? Customer service looks after the relationship on every channel: conversations, history, satisfaction and retention. The help desk, [attendo Ticketing](https://attendo.me/en/ticketing), handles technical issues in a queue, with SLAs to the minute and prepaid hours. They are the same 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. ### 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. ### What phone system do I need? The Lyria phone system. If you have another, we review it before go-live. ### Do my customers need a license for the portal? No. Portal users do not count as licenses. ### Does it work for a large contact center? For hundreds of seats with an auto-dialer and shifts, a contact center platform is the better fit. attendo connects to your phone system; it does not replace it. ### How much does it cost? We do not publish prices: it depends on the modules you turn on and the people who use them. [How much attendo costs](https://attendo.me/en/pricing) explains what the price depends on, and we send you a firm proposal after looking at your case. ## Bring your channels Leave us your details and we will show you the inbox with your WhatsApp numbers, your email and your types of inquiry. If your customer service 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)