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Customer service

Every channel, one conversation

Every message goes to the customer record, with its history and its SLA. Your team replies from one place and you know what the customer thought when the case closed.

Request a demo See how it is set up

The problem

Every channel, one conversation

The customer writes on WhatsApp, calls and then sends an email, and each channel is handled by someone different. Nobody knows whether they got a reply on time or what they thought afterwards.

Processes you set up in attendo

  • Email, WhatsApp, web chat, phone, portal and forms on the same record
  • First response and resolution SLAs per contract, with business hours and holidays
  • Complaints on a kanban board from new to compensated, with an escalation path that has an owner and a date
  • Customer portal to open and track their cases, without a license
  • Survey on closing: a low score opens a recovery case for the agent
  • Reply drafts from marIA that the agent reviews before sending

Ready to go: attendo Customer Service All of this, plus voice bots, a chatbot, Google reviews and the churn risk report. See attendo Customer Service

How it is set up

A typical process, step by step

With document types, flows and checklists you configure without code.

  1. Step 1

    It comes in on any channel

    The case is created with its channel, its customer and its contract. If one was already open, the message joins that conversation.

  2. Step 2

    Answered on time

    The SLA clock runs during business hours and stops when the next step depends on the customer. If nobody picks it up, it escalates.

  3. Step 3

    Answered well

    marIA reads the history and drafts the reply. The agent edits it and sends it.

  4. Step 4

    Listened to

    On closing, the customer rates the service from the email. If the score is low, a recovery case opens for the agent.

Modules

What it is built with

Asynchronous and real-time communications

Email, WhatsApp, Teams, Meet, web chat and phone, channel by channel

See Communications

Satisfaction surveys

Ask for feedback on closing and turn a low score into work

See Satisfaction surveys

marIA (Smart-AI)

Drafts, classifies, scores and summarizes inside attendo. You approve.

See marIA (Smart-AI)

Kanban

Boards by status for any document type

See Kanban

attendo Flows, Business Process Flow (BPF) and AI-Flows

Flows, phased processes with approvals, and AI inside the flow

See Flows and AI-Flows

Frequently asked questions

Frequently asked questions

Does the AI reply to my customers on its own?

Not by default. marIA drafts the reply and the agent sends it. Auto-reply comes turned off, and turning it on is a logged decision by an administrator. Every operation is logged with its cost, under the spending cap you set.

Does the portal use up licenses?

No. The customer portal does not count as a license.

Can I serve customers on WhatsApp?

Yes, with the official Meta API and your approved templates, or with WhatsApp Lite for small volumes.

Other departments

The same system, across the whole company

Quality controlNonconformities with cause, action and evidence Human resourcesOnboarding and offboarding without missing a step Regulatory complianceWhistleblowing, controls and evidence in one place Engineering and projectsProjects, changes and revisions with approval Finance and administrationFrom quote to payment, without retyping PurchasingPurchases approved, ordered and received, with a trail

Request a demo

Tell us about your process

We will show you how the customer service process you want to organize looks in attendo, with your document types and your approvals.

  • 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.