One single solution for all your customer support channels
Omnichannel Support centralizes customer queries from email, WhatsApp, or web chat into a single solution with shared memory, handling claims, card blocks, and frequent procedures autonomously.
The customer writes on WhatsApp about a claim, then by email, and no one connects both conversations
Every support channel operates in isolation, forcing the customer to repeat their case and the team to lose context between one conversation and another.
Disconnected channels
Email, WhatsApp, and web chat operate as separate silos, with no shared memory between them.
The customer repeats their case
If they switch channels, they have to explain the claim or the procedure all over again to a different agent.
Rising support costs
Managing each channel separately requires more resources than the actual volume of inquiries needs.
All channels, one single conversation with complete memory
Unifies email, WhatsApp, and web chat into a single solution that autonomously resolves frequent administrative cases and escalates the sensitive ones.
Shared memory across channels
The solution remembers the conversation even if the customer switches from email to WhatsApp or web chat.
Autonomous blocks and activations
Manages card blocks or policy activations following the defined policy, with no human intervention.
Frequent claims follow-up
Resolves status inquiries for a claim or dispute autonomously, freeing up the team for complex cases.
Escalation with full context
When a case requires a person, it transfers the entire prior conversation so the customer never has to repeat themselves.
From any channel to resolution, without losing the thread
The solution handles the inquiry no matter which channel it comes through, and only transfers to a person when truly necessary.
Connects to all your usual support channels
Unifies the channels where the customer already writes, with no need to use a new tool.
Support channels
Email, WhatsApp Cloud API, and web chat, all with shared memory.
Omnichannel Support
Autonomously manages frequent blocks, claims, and procedures, escalating when needed.
CRM/core and human team
Direct update of the CRM or core and handoff to the human team with full context when necessary.
The institution defines the management policy and the priority channel before activating the solution.
Where the impact is most noticeable
Banking institutions
Manages card blocks and procedure inquiries without expanding the customer support team.
Auto and home insurers
Unifies claim-status inquiries from email, web chat, or WhatsApp into a single conversation with context.
Insurance brokerages
Reduces first-response time by resolving frequent cases instantly.
An insurer that was losing customers by making them repeat the same claim three times
A real example of the kind of situation this solution solves.
A customer reported a claim on WhatsApp, didn't get a timely response, and then wrote by email, having to explain the entire case again to a different rep.
The support team had no visibility that both conversations were the same case, duplicating effort and frustrating the customer in the process.
Omnichannel Support recognized the customer on the second channel, retrieved the full context of the WhatsApp conversation, and followed up on the claim without asking them to repeat themselves.
The support team stopped managing duplicate conversations, and the customer got a consistent resolution no matter which channel they chose to write on.
Unify your customer support into a single solution
We'll show you how Omnichannel Support would connect your current support channels with no loss of context.