# AI Customer Service and Complaints: Eliot | MTechnology > Eliot: AI customer service on WhatsApp, social, email and phone in one queue, with every complaint’s legal deadline in sight. Book a free assessment. URL: https://mtechnology.co/en/support-360 Actualizada: 2026-10-08 --- Support 360 · omnichannel help desk built on ELIOT # Eliot, AI customer service: no complaint misses its deadline Support 360 brings every channel your customers use to reach you into a single queue, gives each case an owner and a deadline,**checks your systems before it answers** and counts the legal deadline of every PQR (petitions, complaints and claims) from the day it is filed. It’s your customer support software and complaints management system in one place, run by MTechnology on ELIOT, our own application. [Book a 30-minute assessment](https://mtechnology.co/en#contacto)[Message us on WhatsApp](https://wa.me/573502355765?text=Hi%2C%20I%E2%80%99m%20coming%20from%20the%20Support%20360%20page%20and%20would%20like%20to%20know%20how%20it%20would%20work%20for%20my%20company.) Free, no commitment · Served from Bogotá · Monday to Friday, 8:00 a.m.–1:00 p.m. and 2:00–5:00 p.m., Bogotá time (UTC−5) case queue — support and PQR - 08:12 WA-4471 warranty question · answered with the source cited - 09:03 EMAIL invoice request · assigned to billing - 11:52 INSTAGRAM size exchange · stock checked at 2 stores - 19:30 PQR-0412 filed · 15-business-day term · escalated to a person - PQR-0398 due in 3 days · warning sent to the owner This is what a case looks like with its deadline on top. Illustrative example. They trust us ## Companies that have already put their technology in our hands [Retail](https://mtechnology.co/en/industries/ecommerce), [healthcare](https://mtechnology.co/en/industries/healthcare), [education](https://mtechnology.co/en/industries/education), events, [logistics](https://mtechnology.co/en/industries/logistics) and video production, in Colombia and beyond. These are some of them. ![Grupo Élite Organizacional logo](https://mtechnology.co/_astro/logo-grupo-elite.3gkheiSh_Z2oSywi.webp) ![Plexus Medicina Diagnóstica logo](https://mtechnology.co/_astro/logo-plexus-laboratorio.BCu2-Mrp_YSllT.webp) ![Palm Hills Caribe Real Estate logo](https://mtechnology.co/_astro/logo-palm-hills.CsjNZWYb_Z1pAkll.webp) ![Texsa logo](https://mtechnology.co/_astro/logo-texsa.CkgAu5k5_gLFRP.webp) ![Krypto logo](https://mtechnology.co/_astro/logo-krypto.C7e5D8iW_Z1RB1Q6.webp) ![Dropanas logo](https://mtechnology.co/_astro/logo-dropanas.DI32p8OQ_Z1hT3A1.webp) ![Green Tech Supply logo](https://mtechnology.co/_astro/logo-greentech-supply.CFY9yuQm_1P7Dju.webp) ![Congreso de Líderes logo](https://mtechnology.co/_astro/logo-congreso-de-lideres.CUNade4W_2fUonV.webp) ![Ortopédicos Disalud logo](https://mtechnology.co/_astro/logo-ortopedicos-disalud.Dn5WgUel_Z1zQmq4.webp) ![Americancol logo](https://mtechnology.co/_astro/logo-americancolcol.DxgLLC_v_1q3FT6.webp) ![The Mavo Group logo](https://mtechnology.co/_astro/logo-mavo-group.vOIVlocG_2d4zDM.webp) ![Farmacia Institucional logo](https://mtechnology.co/_astro/logo-farmacia-institucional.CkbXdr5j_yJW.webp) ![Lequar logo](https://mtechnology.co/_astro/logo-lequar.GJcny98K_mYTzQ.webp) ![Asisomos Agency logo](https://mtechnology.co/_astro/logo-asi-somos.Br9j8u7I_Z2wa3or.webp) ![TRU-Life Health Care logo](https://mtechnology.co/_astro/logo-tru-life.BkACmm7M_Z1AHiPf.webp) ![DTM Data Tactical Management logo](https://mtechnology.co/_astro/logo-dtm.bvpXxhAp_ZNpsxg.webp) [See the case studies, one by one](https://mtechnology.co/en/portfolio) ## If any of this sounds familiar, this page is for you “We missed a complaint deadline” A complaint answered late isn’t a lost email: it’s a dated breach of a legal obligation, with consequences. “It’s on someone’s WhatsApp” Messages come in from six different places and everyone keeps them wherever they can. Nobody has the full picture. “What did we tell them in March?” Without an activity log, rebuilding a case means asking three people and trusting everyone’s memory. The change, in concrete terms ## What you already do today, without anything slipping through the cracks How it works today With Support 360 Messages land in six different inboxes, and everyone keeps their own. Everything comes into a single queue, and each case leaves it with an owner and a deadline. You find out a complaint’s deadline on the day it has already passed. The deadline is on screen from the moment the case is filed, with a warning three days ahead. Everyone answers as best they can, from memory. Every answer cites the help center article it comes from. What a customer was told two months ago is nowhere to be found. There is an activity log, with the evidence attached to the case. To reply, someone has to open another system and look up the order by hand. It checks the order, the stock or the invoice in your systems before replying. If the person who knew isn’t around, the case stalls. The case escalates, with the full thread, to whoever is next in line. After hours, nobody answers. Anything already answered gets a reply at any hour; everything else is filed and has an owner. What the 360 brings together ## Six fronts that are scattered today, in one place It isn’t a chat widget stuck on your website. It’s the whole support operation: where requests come in, who answers, with what backing, how fast, and what gets recorded. Channels ### Six channels, one queue WhatsApp, Instagram, TikTok, email, your website form and the phone all come into the same inbox. No more six places to check and one you forgot to look at. Legal deadline ### The clock runs in plain sight, from day zero Every PQR is filed with its date and its deadline. The console counts it for you and warns you three days before it expires, not on the day it already has. Ownership ### Every case with an owner and a deadline No message is left in no man’s land. You know who answers, by when, and what happens if that person is away. Help center ### Answers with your brand, and with their source A help center with your identity, where every answer cites the article it comes from. When no article backs it up, it says it doesn’t know instead of making something up. Escalation ### When it goes to a person, it goes with context Whatever can’t be resolved automatically reaches someone on your team with the full thread, the customer’s history and whatever they were already promised. Activity log ### A written record of what was answered, by whom and when Every action is logged, with its evidence attached to the case. When someone asks what a customer was told in March, there’s an answer. The 15-business-day term is Colombia’s general deadline for the right of petition ( derecho de petición ) before private parties: the time a company has by law to answer a customer’s request. Your sector may have a different one, and it is configured per case type. With what you already have ## How is Eliot different from a chatbot? It checks your systems That’s what sets this apart from a chatbot with pre-written answers. Before replying, it looks up the order, the stock, the calendar or the invoice wherever you already keep them, and whatever is agreed in the conversation goes back into the system. Two-way Reads and writes: what happens in the system shows up in the conversation, and what is agreed in the conversation is recorded in the system. - WooCommerce - WhatsApp Business API - Google Calendar - Outlook Read-only Checks before it answers, without changing anything: point-of-sale stock and shipment status with the carrier. - In-store POS - Shipping carriers Invoicing World Office receives the invoice together with the thread that originated it. Electronic invoicing with the DIAN (Colombia’s tax authority) including the CUFE code, and per-episode RIPS health service records when the sector is healthcare. - World Office - DIAN In Google Calendar and Outlook it only moves the time blocks it created itself: whatever your team scheduled stays untouched. And your data leaves whenever you want, as a complete CSV export, without asking for permission. If the system you use isn’t on this list, we review it in the assessment, **before** promising anything. End to end ## One case, from the moment it comes in until it is closed - 01 ### The message comes in Through whichever channel the customer prefers. The sender is identified and their previous history is pulled up. - 02 ### It is classified and filed If it’s a PQR, it is filed with its number, its type and its deadline. If it’s a routine question, it goes down the fast lane. - 03 ### It is answered, with a source The answer comes from your own articles and cites them. Anything that isn’t backed up doesn’t get answered: it gets escalated. - 04 ### It is escalated with the context attached Whatever needs human judgment reaches the right person with the whole thread, not with a “the customer is upset.” - 05 ### It is closed with evidence The case is closed within the deadline, with the evidence stored and a record of who did what. Who stands behind this ## We didn’t start doing support yesterday ![Management dashboard and wallet of the Dropanas platform, with balances in US dollars and bolívars](https://mtechnology.co/_astro/dropanas-portada-caso.CNWIhyvw_NlmMH.webp) Dropshipping · Venezuela ### The support nobody needs to ask for anymore Every shipment —pending, being prepared, in transit, out for delivery, delivered, with an issue— is visible to the seller, the warehouse, the courier and the carrier. The questions that used to come in by phone now answer themselves on the screen of whoever is asking. [Dropanas](https://mtechnology.co/en/portfolio/dropanas) ![Packed auditorium during a session of the Congreso de Líderes, with the panel on stage](https://mtechnology.co/_astro/congreso-de-lideres-portada-caso.DoawH20v_b8fdb.webp) Events · three editions ### Serving two audiences at once, seamlessly Three consecutive editions with the network and on-site support in the venue, the website that sells tickets and grants virtual access, and the remote audience served at the same time as the in-person one. Support where an outage can’t be postponed until the next day. [Congreso de Líderes](https://mtechnology.co/en/portfolio/congreso-de-lideres) ![MTechnology team member at their desk, handling cases on two open screens](https://mtechnology.co/_astro/mtechnology-equipo-reunion.CRUnT1yw_RrxBW.webp) MTechnology ### It’s the module we use to support our own clients Support 360 isn’t a demo we put together to sell: it’s the tool we use to answer our own cases every day. What we propose to you, we already run. [Ourselves](https://mtechnology.co/en/services/it-support) The projects belong to their clients; MTechnology is the company that built them. Each case study says so. [See the full portfolio](https://mtechnology.co/en/portfolio). Our own product ## What we propose to you, we already run ourselves [Eliot](https://eliot.lat/?utm_source=mtechnology&utm_medium=pagina&utm_campaign=soporte-360) is our application: we built it, we maintain it, and it’s what we use at MTechnology to support our own clients. It isn’t a tool we resell, nor a third-party integration whose changes someone else decides. Support 360 is that application put to work in your operation, with your channels, your rules and your deadlines — and with us behind it, accountable for it. [How we apply artificial intelligence](https://mtechnology.co/en/services/artificial-intelligence) · [IT support and help desk](https://mtechnology.co/en/services/it-support) ![ELIOT console with the telemetry dashboard: messages in the last hour, cases resolved without an agent, first response time and actions awaiting approval](https://mtechnology.co/_astro/eliot-tablero-telemetria.DE5YtGNZ_2n3s2F.webp) The ELIOT console. The dashboard figures are demo values, not measurements from a client. Before you reach out ## Who this is for, and who it isn’t for ### It’s a fit if - Customers reach you through three or more channels and there is no single inbox. - You receive PQRS, complaints or warranty claims with a legal deadline attached. - You have between two and fifty people handling support, and no tool that coordinates them. - You have already lost a case because nobody knew who was going to answer it. ### It’s not a fit if - You want a chatbot with canned answers bolted onto your website, and nothing more. - You are looking to replace your entire support team with a robot. - You need the lowest price on the market above everything else. If that’s your case, we’ll tell you on the call and won’t waste your month. The next step ## Half an hour, and you’ll know whether this works for you It isn’t a generic demo. We look at your support operation, and at the end of the call you walk away with three things, whether it’s a fit or not: - Where your messages are coming in today and which ones are slipping through. - Which case types carry a legal deadline in your sector and which don’t. - What it would cost to get it running and in what order it makes sense to do it. Free, no commitment, and with someone from our team, not a bot. Your data is handled according to our [personal data processing policy](https://mtechnology.co/en/personal-data-policy). This form is served by our CRM provider, so you need to accept **functionality cookies**. Open cookie preferences[Or message us on WhatsApp](https://wa.me/573502355765) - Pick a day and time, and leave us your email. - We confirm within 24 hours. - Half an hour on Google Meet, with someone from our team. Book the 30 minutes[Message us on WhatsApp](https://wa.me/573502355765?text=Hi%2C%20I%E2%80%99m%20coming%20from%20the%20Support%20360%20page%20and%20would%20like%20to%20know%20how%20it%20would%20work%20for%20my%20company.) [+57 350 235 5765](tel:+573502355765)[+57 601 846 0845](tel:+576018460845)[info@mtechnology.co](mailto:info@mtechnology.co) Frequently asked questions ## What people ask us before getting started ### Does this replace my customer service team? No. It takes over the repetitive work —whatever has already been answered somewhere— and hands your team what truly needs judgment, with the context already gathered. People are still the ones who decide. ### Does it work if I already use WhatsApp Business? Yes, and that’s the most common starting point. WhatsApp comes in as one more channel in the same queue, without your customers having to change numbers or learn anything new. ### What happens if the help center has no answer? It says it doesn’t know and escalates the case to a person. That’s a design decision: a made-up answer to a complaint costs more than a late one. ### Does it really track the legal deadline for PQRS? Yes. The deadline starts when the case is filed and is on screen from day one, with an automatic warning three days before it expires. The term is configured per case type, because not every sector has the same one. ### Does it connect to the systems I already have? Yes, and that’s the part that changes the answers the most: two-way with WooCommerce, WhatsApp Business API, Google Calendar and Outlook; read-only with the in-store point of sale and shipping carriers; and the invoice lands in World Office with the thread that originated it. If your system isn’t on that list, we review it in the assessment before promising anything. ### Where is my customers’ data stored? On the platform, under MTechnology’s personal data processing policy and Colombia’s data protection law (Ley 1581 de 2012). You remain the data controller, and what is stored and for how long is agreed in writing. ### How much does it cost and how long does setup take? It depends on how many channels you connect and how many case types you handle. That’s exactly what the 30-minute assessment defines, and it’s free with no commitment. ## How many cases do you have open right now without knowing it? Start with a half-hour assessment. If it isn’t a fit in the end, we’ll tell you. [Book an assessment](https://mtechnology.co/en#contacto)[Message us on WhatsApp](https://wa.me/573502355765?text=Hi%2C%20I%E2%80%99m%20coming%20from%20the%20Support%20360%20page%20and%20would%20like%20to%20know%20how%20it%20would%20work%20for%20my%20company.)