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OMNICHANNEL HELPDESK

UNIFIED INPUT CHANNELS

Attendo is able to receive support requests from multiple channels in an orderly manner. This allows the customer’s request to be served instantly which can be processed by agents later.

WHAT HAPPENS TO MANY COMPANIES?

Many companies receive support requests uncontrollably.

Agents receive direct e-mails and calls that cause a constant change of tasks. This provoke leading to a general decrease in efficiency and a feeling of stress, helplessness and incapacity to the agents.

TOO MANY E-MAILS

TOO MANY E-MAILS

Many companies still use email to handle support requests. When the volume grows, to-dos accumulate, many emails are received to reply, and calendar appointments overlap.

And let’s not forget that the mail is no longer the only means by which we request assistance; Whatsapp, mobile, etc., generate many tasks for us every day.

What happens to our clients? Requests are dealt with late, we receive complaints from customers, the day to day is beyond us and we enter a loop of ineffectiveness, ineffectiveness and imprecision.

TOO MANY CALLS

TOO MANY CALLS

When we receive a call, we have to leave our current task. This requires time and attention on our part. When we return to the previous task, we must remember what was pending. When we are finally ready to return to the previous task, we receive another call and the cycle repeats itself. The result: tasks are delayed and forgotten; Agents are frustrated, stressed, and efficiency is reduced. The customer gets a feeling of poor service.

An operator that answers calls is expensive and not very decisive. On the other hand, Agents who receive direct calls are not efficient.

TOO MUCH WORK

TOO MUCH WORK

Your agents attend tickets, calendar appointments, participate in projects and perform work at the client’s home. In order to have good control, they use multiple programs (Outlook, Ticketing software and some project manager), which means having disaggregated, disconnected and overlapping information. The large volume of emails, documents, files, etc., are stored chaotically and isolated from tickets and related projects.

A service company receives countless requests, some of which must be met by different working groups, which in turn have different levels of service.

WHAT DOES ATTENDO PROPOSE?

Attendo offers multiple channels for the creation of tickets, on which the validation rules (IVR) of customers and corresponding contracts are applied.

The input channels are autonomous, so they do not interrupt the active agents’ tasks. These channels capture and process the ticket and incorporate it into a work queue to be processed later.

HANDBOOK

Agents and supervisors can create tickets and tasks manually. They will assign them to the corresponding customer contract.

EMAILS

Automatic creation of customer tickets by identifying the sender’s email. Clients can have multiple contacts.

CALL CENTER

Attendo allows you to have a Call Center to receive calls requesting the registration of tickets.

INTELLIGENT CALLS

An intelligent switchboard receives calls, identifies and interacts with the customer’s calling number to crate the corresponding tickets.

MOBILITY

Through Attendo Mobile App, technicians create tickets and assign them to each customer’s contract.

REOPENINGS

Closed tickets can be reopened by the customers. Customers can indicate the cause of the reopening. The ticket maintains the traceability with the previous ones.

CUSTOMER PORTAL

Customers have a Customer Website where they can create tickets, reply, send files, track, etc.

CHAT|CHATBOT

Creation of tickets from messages in the chat. Once the customer is identifies by the chatbot in the chat, the ticket will be automatically assigned. If the customer is not identified, it will be pending.

IoT DEVICES

Attendo allows you to receive alerts from IoT devices that automatically generate new tickets associated with serialized equipment and customers.

API

Tickets can be created externally to Attendo through integration API’s. The contract and the customer will be identified.

TEAMS

Creation of tickets from handles (@), hashtags (#) and direct messages. These are linked to a customer and a virtual “Teams” contract.

FACEBOOK

Creation of tickets from handles (@), hashtags (#) and direct messages. These are linked to a customer and a virtual “Facebook” contract.

TWITTER

Creation of tickets from handles (@), hashtags (#) and direct messages. These are linked to a customer and a virtual “Twitter” contract.

SMS

Creation of tickets from received SMS. Attendo will identify the customer by the receiving telephone.

WHATSAPP

Creation of tickets from messages received by Whatsapp. These are linked to a customer and a virtual “Whatsapp” contract.

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