All your channels, one single conversation resolved
Omnichannel Support centralizes returns and complaints no matter how they arrive —email, chat, social, or phone— and resolves them automatically, escalating to a person only when it's truly needed.
Every channel tells its own version of the same case
A customer writes by email, then on Instagram, and then calls, and each channel starts the conversation from scratch, multiplying resolution time and the support team's cost.
Disconnected channels
Email, chat, social media, and phone don't share the customer's history, duplicating effort.
Rising support costs
Every return or complaint handled manually consumes a human agent's time.
Inconsistent experience
The customer repeats their problem on every channel, creating frustration and a worse brand perception.
One single conversation, handled end to end
Centralizes returns and complaints from every channel into a single thread, resolves standard cases automatically, and escalates to a person only when the case calls for it.
Unified inbox
Brings email, chat, social media, and phone into a single view with the customer's full history.
Returns management
Automatically resolves standard returns, generating labels and confirmations with no manual intervention.
Automated complaint handling
Classifies and answers frequent complaints with accurate information based on company policy.
Smart escalation
Escalates only complex or sensitive cases to a human agent, with all the context already gathered.
From any channel to case resolution
The solution identifies the case, decides whether it can resolve it, and escalates with context when it can't.
Connects with what you already use, frictionlessly
It connects to all your support channels and to your order management system.
Email, chat, social, and phone
Centralizes incoming messages from every customer service channel into a single flow.
Omnichannel Support
Classifies the case, resolves standard ones, and prepares context for complex escalations.
Support and logistics team
Creates returns, confirms refunds, and escalates to a human when the case calls for it.
Human oversight available at every critical step: the solution proposes, your team decides when it's needed.
Where it cuts support costs the most
Ecommerce with a high volume of returns
Automates the standard return process with no manual intervention in every case.
Brands with a social media presence
Unifies complaints arriving via Instagram, X, or Facebook with the rest of the support channels.
Customer service teams with seasonal peaks
Absorbs the volume increase during campaigns with no need to hire temporary staff.
An ecommerce where the same customer opened three different tickets
A real example of the kind of situation this solution solves.
A customer complained about a damaged order by email, then on Instagram after getting no quick reply, and finally by phone. Each channel created a new ticket, with no visibility of the others.
The support team handled each channel separately, with no shared history. The customer had to explain the problem three times, and the team spent three times as long resolving the same case.
Omnichannel Support recognizes that all three messages belong to the same customer and the same case, and resolves it once with all the information gathered.
As soon as the second message from the same customer arrives, the solution automatically links it to the case opened by email, avoiding duplication. Since it's a standard return for a damaged product, it resolves it directly with no human intervention needed.
Unify your customer support across every channel
We'll show you how Omnichannel Support handles returns and complaints end to end.