--- title: "Customer service: complaints and SLAs | attendo" description: "Email, WhatsApp, chat, phone and portal on one record, with SLAs per contract, complaints on a kanban board, a closing survey and reply drafts from marIA." url: "https://attendo.me/en/use-cases/customer-service" lang: "en" --- # 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. ## 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](https://attendo.me/en/customer-service) ## A typical process, step by step With document types, flows and checklists you configure without code. ### 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. ### 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. ### Step 3 · Answered well marIA reads the history and drafts the reply. The agent edits it and sends it. ### 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. ## What it is built with ### [Asynchronous and real-time communications](https://attendo.me/en/modules/channels) Email, WhatsApp, Teams, Meet, web chat and phone, channel by channel ### [Satisfaction surveys](https://attendo.me/en/modules/surveys) Ask for feedback on closing and turn a low score into work ### [marIA (Smart-AI)](https://attendo.me/en/artificial-intelligence) Drafts, classifies, scores and summarizes inside attendo. You approve. ### [Kanban](https://attendo.me/en/modules/kanban) Boards by status for any document type ### [attendo Flows, Business Process Flow (BPF) and AI-Flows](https://attendo.me/en/modules/flows) Flows, phased processes with approvals, and AI inside the flow ## 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. ## The same system, across the whole company - [Quality control](https://attendo.me/en/use-cases/quality): Nonconformities with cause, action and evidence - [Human resources](https://attendo.me/en/use-cases/human-resources): Onboarding and offboarding without missing a step - [Regulatory compliance](https://attendo.me/en/use-cases/regulatory-compliance): Whistleblowing, controls and evidence in one place - [Engineering and projects](https://attendo.me/en/use-cases/engineering-and-projects): Projects, changes and revisions with approval - [Finance and administration](https://attendo.me/en/use-cases/finance-and-administration): From quote to payment, without retyping - [Purchasing](https://attendo.me/en/use-cases/purchasing): Purchases approved, ordered and received, with a trail ## 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? - 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)