3x
More efficiency in customer service
Omnichannel for Support automates repetitive processes to resolve tickets quickly without manual effort.
Omnichannel for Support: No One Asks the Customer to Explain Again
When each channel is an island, those seeking updates elsewhere find an agent who knows nothing. The technical issue becomes a relationship problem.
Our Clients Companies that trust the operation
+180k
Messages and media exchanged every day
+1,200
Companies that trust our solutions
+40k
Automations built on our platform
O que é Omnichannel para Suporte
The Omnichannel for Support from Nexloo unifies all communication channels into a single service platform, specifically focused on customer support. Automate support processes that consume hours of your team's time and transform high response times and accumulated tickets into an efficient and scalable operation.
Customer service processes require consistency, speed, and continuous monitoring. The Nexloo platform delivers intelligent automation that allows for quick resolution of tickets without increasing headcount or sacrificing service quality.
Results
Benefícios do Omnichannel para Suporte
What changes in support when the ticket no longer belongs to the channel.
70%
Reduction of operational tasks
Eliminate manual activities related to customer service and free your team for strategic tasks.
24/7
Continuous support operation
Customer service processes run uninterrupted, capturing opportunities outside of business hours.
50%
Fewer operational errors
Intelligent automation reduces human errors in customer service processes and standardizes operations.
Features
Funcionalidades do Omnichannel para Suporte
Recursos projetados para transformar o atendimento no segmento de suporte.
Unified multichannel inbox
WhatsApp, Instagram, Messenger, Telegram, and website chat in a single organized inbox.
Context preserved across channels
If a customer starts on Instagram and continues on WhatsApp, the agent sees the entire unified history.
Smart routing by channel
Distribute conversations from each channel to specialized teams with configurable rules.
Consolidated reports by channel
Compare performance across channels with metrics on volume, response time, and satisfaction.
Unified inbox
All messages from WhatsApp, Instagram, Facebook, Telegram, and website chat in a single interface.
Seamless switching between channels
Continue a conversation on any channel without losing context, history, or previously collected customer data.
Unique contact across all channels
WhatsApp, direct message, email, and chat from the same client become a single record. The agent sees the whole person, not just the part that came through that channel.
Unified inbox with channel filter.
Everything in one queue, with the option to check only WhatsApp when the volume gets high. Unification is the standard; separation is a choice, not a limitation.
Response on the channel where the person wrote
Those who emailed receive an email; those who contacted via direct receive a direct message. The agent types in one place, and the platform delivers to the right channel.
Merging duplicate contacts
When the same customer appears twice through different channels, the two records merge into one — with both histories preserved on the same timeline.
Distribution rules by channel
Email can go to finance and direct to sales, or everything to the same queue. The rule is yours, and it applies without anyone manually sorting.
Internal notes that the client does not see
The team communicates within the support system, tagging colleagues, without opening a second tool and without the risk of the observation being seen by the customer.
Subscription and tone by channel
Email requires formality and a signature; direct messages require short phrases. The same agent writes in the correct record for each one, with separate templates.
History survives the change of attendant
When the conversation changes hands or channels, the entire history goes along — and the customer doesn't have to start explaining from scratch.
Indicators by channel and by agent
First response time, volume, and satisfaction separated by channel. This is how you discover that email has a two-day queue while WhatsApp responds in minutes.
Comece a usar Omnichannel para Suporte
Peça um diagnóstico gratuito e descubra como o Omnichannel pode transformar seu atendimento.
Segments
Para quem é o Omnichannel para Suporte
The support centers that gain the most from omnichannel support.
Companies with high support demand
SMEs with 50+ interactions/day
High response times and accumulated tickets lead to productivity loss and below-expected results.
Teams that need to scale customer service
Teams of 5-30 employees
Manual customer service processes do not scale as the business grows.
Operations that require 24/7 customer service
Companies with out-of-hours support
Customers expect immediate responses, but the team only works during business hours.
Operations with audience across multiple networks
Starting from 3 users
They receive the same customer through three different channels and treat each channel as if it were a new person.
Support with teams separated by channel
Starting from 3 users
You have one person on email, another on WhatsApp, and another on social media — and none of them see what the others have replied.
Multichannel retail and e-commerce
Starting from 3 users
Responds to the same request across different channels and ends up giving conflicting information.
Long-term relationship services
Starting from 3 users
They follow the same client for years and need to find what was agreed upon six months ago, in any channel.
Operations with support and billing
Starting from 3 users
They talk to the same person for different reasons and need a unique history to avoid contradictions.
Education and community institutions
Starting from 3 users
They communicate with families and students through various means and lose messages along the way.
Operations with distributed team
Starting from 3 users
They need anyone, from any unit, to see the same conversation and the same history.
Technical support with multiple entries
Starting from 3 users
They receive the same request via email and chat and end up treating them as two distinct problems.
Deals with consultative selling
Starting from 3 users
Leads negotiations that go through multiple channels and cannot lose the thread between one contact and another.
What sets us apart
Por que escolher Nexloo para Suporte
What's included in the plan for multichannel support.
All channels on one screen
Eliminate the need to switch between WhatsApp Web, Instagram, email, and other apps.
Consistent cross-channel experience
Customers receive the same level of service regardless of the channel chosen for contact.
Scale without multiplying tools
Add new service channels without hiring new platforms or training separate teams.
360° view of the customer
Complete history of interactions across all channels, unified profile, and recorded preferences.
Ecosystem
Integrations that simply work.
Connect Nexloo to the tools you already run on, without friction — more than 5,000 apps available to extend your support hub and automate the work around it
Where the conversation flows to
- Parceiro OficialMeta
- Zapier
- HubSpot
- Salesforce
- RD Station
- Pipedrive
- API REST
Where the lead comes from, and where the team works after
- Mais pedidaMeta Ads
- Google Ads
- Meta Lead Forms
- Google Sheets
- Google Calendar
- Shopify
- Slack
What's changing
"Can you explain to me..." What happened again?"
When each channel is an island, the customer who inquires elsewhere finds an agent who knows nothing. They retell the story, and the perception of neglect sets in.
In practice
How the call survives channel switching
The call is from the customer, not the channel. When this is the structure, asking for a position elsewhere stops being a restart.
The entry is recognized.
Any channel identifies the customer and brings the open ticket into the conversation.
What came together stays together
Print, log, and attachment go into the same ticket, regardless of how they arrived.
The response goes out on the right channel
The agent responds in one place, and the platform delivers where the customer spoke.
The indicator separates the channels.
Response time by channel exposes the forgotten queue before it turns into a complaint.
FAQ
Before unifying your tickets.
The most common questions about unique history, attachments, channel indicators, and migration.
How does Omnichannel for Support work in practice?
Nexloo's Omnichannel for Support unifies all communication channels into a single service platform, specifically optimized for customer service processes. When activated, the system automates customer service tasks that previously consumed hours of the team's time. Leads and interactions are processed automatically following configurable rules, while the team only receives cases that truly require human attention. Real-time reports allow tracking of customer service metrics and identifying continuous improvement points.
Does Omnichannel for Support offer a free trial period?
Yes, Nexloo provides a 7-day full trial of Omnichannel for Support so teams can validate customer service automation in the real scenario of the company. During this period, it is possible to activate support flows, measure impact on productivity, and assess whether the solution meets their needs for quick ticket resolution. We do not require a credit card or contract for the trial. After evaluation, we have plans that scale with the growth of the operation, charging proportionally to the actual use of the platform in customer service processes.
Does Omnichannel for Support integrate with other company tools?
Absolutely. Omnichannel for Support is designed to connect with diverse business ecosystems that support customer service processes. Native integrations via Zapier cover hundreds of popular applications. For internal systems, webhooks allow bidirectional communication with ERPs, support platforms, and proprietary databases. The documented RESTful API enables complex automations between Omnichannel for Support and any system that supports HTTP, expanding possibilities for quickly resolving tickets in an integrated manner. All configurations come with included technical support in the plan.
How long does it take to set up Omnichannel for Support?
The initial setup of Omnichannel for Support takes between 10 and 30 minutes for basic activation of customer service flows. Connecting channels, defining distribution rules, and customizing support messages are guided steps by the setup assistant. For advanced customer service automations with conditional rules and external integrations, the complete process can take from 1 to 5 days depending on operational complexity. Ready-made templates for customer service processes are available and can be activated with a click to speed up implementation.
Does Omnichannel for Support ensure data security in customer service processes?
Completely. Security is a priority in Omnichannel for Support, especially in customer service flows that handle sensitive information. The platform operates in compliance with LGPD, using encryption for all data traffic. Configurable permissions control who accesses each type of information in support processes. Native consent, opt-out, and right to be forgotten mechanisms simplify regulatory compliance. Audit logs record every action for complete traceability in your company's customer service operations.
Why choose Omnichannel for Support instead of managing channels separately?
Managing customer service across separate channels leads to loss of context and rework. Omnichannel for Support centralizes support interactions from all channels into a single interface, with unified customer history, specific automations for customer service applied crosswise, and dashboards that consolidate KPIs for quickly resolving tickets regardless of the channel of origin.
How soon will I see results using Omnichannel for Support?
The first results from Omnichannel for Support in customer service processes are noticed within the first 24 to 48 hours of operation. The immediate reduction of manual tasks and the increase in customer service speed are the quickest gains. Results in indicators such as conversion, satisfaction, and productivity consolidate between the second and fourth week of use, when automations are optimized and the team has internalized the new processes. Companies with a higher volume of interactions tend to notice the return more quickly.
Last step
Where is your client retells the story
A short conversation to gauge how many tickets from your center come in through more than one channel.
- No credit card
- Set up in 5 minutes
- Cancel whenever you like
Request your free assessment
No commitment. One conversation to map where your operation is losing sales.
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