Support
Serve every customer by name.
Tickets with case numbers and deadlines, a knowledge base, a portal, field service and supervised AI in one product. Commercial knows about every ticket.
- 15 modules
- 18 customer-service indicators
What Support does
Service · Inbox
Today’s queue, prioritized.
Every ticket opens with a case number (the protocolo that Decreto 11.034 requires), a priority and a response deadline, counted in your business hours and on your holidays. Website chat, WhatsApp and SMS open tickets in the same queue.
WhatsApp and SMS are connected at implementation, with your company’s accounts.
Grupo Vértice’s queue, each ticket with its case number, priority and channel.Grupo Vértice · fictional company · illustrative data Knowledge · Portal
Customers follow up without calling.
In the portal, customers sign in with a one-time code and see their own tickets. The knowledge base and the forum answer first, and your company’s website suggests articles based on the page the person is reading.
The customer portal: open requests and contact channels.Grupo Vértice · fictional company · illustrative data Operations · WFM
The right roster for every day.
The week’s roster per agent, next to forecast demand and each day’s coverage. Once the week is set, the roster is published in one go.
Demand, coverage and the week’s roster, agent by agent.Grupo Vértice · fictional company · illustrative data Operations · Quality
Every interaction, reviewed with criteria.
Quality reviews by agent and channel, with score, average and pass rate. Brain’s indicators come from real tickets: with no tickets, the dashboard shows zero.
Quality reviews, with the score and channel of each interaction.Grupo Vértice · fictional company · illustrative data
15 modules, as the product shows them.
The same groups and the same names as the Support menu.
Customer service built to Decreto 11.034.
Brazil’s customer-service rules are part of the product: a case number on every ticket, the decree’s indicators, the public complaint channels and the LGPD, Brazil’s data-protection law.
Marked items are switched on at implementation, with your company’s certificates and credentials.
Case numbers
Every ticket opens with its case number, unique within your company.
The decree’s indicators
The 18 customer-service indicators computed by Support, with a forecast for the following month.
Complaint channels
Reclame Aqui, Consumidor.gov.br and Procon, Brazil’s public consumer-complaint channels, in the same service queue, with each channel’s credentials.
Official WhatsApp
Through Meta’s official Cloud API, with your company’s WhatsApp Business number.
Safety standards in the field
A work order goes to a technician only when the required regulatory standards (NRs) are up to date.
Data-subject requests
LGPD requests recorded in Support, with verified identity and a deadline of 15 days.
Talks with Commercial.
Support sends events and receives them. These are the real events between it and Commercial.
Receives
Sends
Ticket opened
Becomes a note on the account’s most recent opportunity.
nexus.support.ticket.openedTicket resolved
The customer earns health points in Customer Success.
nexus.support.ticket.resolved
Only events that already take effect in the receiving product appear here. CPF, CNPJ, phone, Pix key and address stay out of events between products.
How the products talkCommon questions
Do I need Commercial to use Support?
No. Support works on its own, and TIZ comes included. With Commercial active, the two exchange events: a ticket becomes a note on the account, and churn risk raises the priority of the customer’s tickets.
Which channels reach the queue?
Website chat opens tickets from day one. WhatsApp and SMS come in with your company’s accounts, and Reclame Aqui, Consumidor.gov.br and Procon with each channel’s credentials, all connected at implementation. The contact center uses your company’s telephony provider.
How do the AI agents serve customers and stay under control?
In Lume Agents, a supervisor understands the request and hands it to a specialist. Before it goes out, every message passes through layers of guardrails, such as masked personal data, forbidden phrases and the brand voice. The cost of every conversation is recorded, and the company can switch on a reviewer.
What does Support do for Brazil’s customer-service rules?
Every ticket opens with a case number, as Decreto 11.034 requires, and Support computes the decree’s 18 indicators, with a forecast for the following month.
Do response deadlines account for holidays?
Yes. First response and resolution have deadlines per priority, counted in business hours and on the holidays your company records.
Where is customer data stored?
In São Paulo, isolated per company in the database. Individual and company tax IDs (CPF, CNPJ), phone numbers and Pix payment keys stay out of the events between products.