Keep the history
View messages, background and relevant case data in one place.
ZENCILLO PQRSConnected customer service, powered by artificial intelligence.
Bring customer conversations and requests together in one place. Organize each case, assign owners and track response times while keeping the context.
With Viviseven, Zencillo's artificial intelligence, handle inquiries and support your team with summaries, suggested responses and relevant information for each case.
Every case, with context
MessagingEmailApp / Web
Zencillo PQRSConversation + history + request
VivisevenZencillo's AIFor the customerInquiry and guidance
For the agentContext and suggestions
Owner · Response · Follow-up
Service with contextAI for customers and agentsFollow-up for every case
PQRS software to organize customer service and follow-up.
A request does not start from scratch every time it changes channel or owner. Zencillo PQRS brings together the conversation, history and relevant customer information so your team can understand the case and continue providing service.
Manage requests, complaints, claims, suggestions and other service cases defined by your business.
Organize service
Classify requests, assign the responsible area and review priority and times.
Learn from service
Identify recurring topics, workload and opportunities for improvement.
From the first request to case follow-up.
Every case has a journey: receive it, understand it, route it to the right team, assist and review what can be learned. Zencillo PQRS connects those stages to maintain service continuity.
- 01
Receive
The customer reaches you through a connected channel or your business's public form.
- 02
Understand
Viviseven supports classification by type, area, topic, sentiment and priority. The agent can correct it.
- 03
Assign
Route the case to an owner with response-time targets and escalation rules.
- 04
Assist
Respond within the enabled scope or continue with an AI-supported human agent.
- 05
Follow up
Keep responses and changes, review closure and analyze what happened.
P01
Screenshot pendingInbox and case details
A real screenshot of a demo case: subject, type, owner and conversation. A readable crop of the inbox and case details.
pqrs-bandeja-caso.pngYour customer changes channels. Your team keeps the context.
Centralize your service entry points: messaging, email, web, app and telephony. View the conversation and case in one inbox, instead of managing each channel as a separate story.
Messaging and social channels
- WhatsApp Business API
- Instagram Direct
- Facebook Messenger
- Telegram
Digital commerce
- Mercado Libre
Your own channels
- Web: chat and form
- Mobile app / Revolution
Service and coordination
- Inbound and outbound telephony
- Internal channels
WhatsAppEmail / App
The same caseConversation + available history
Your team continues with context
Case continuity uses the identity matching and relationships configured between your channels. The channels to connect are defined for each implementation.
P02
Screenshot pendingConversation and contact points
Show the real history of the same case across enabled channels. Check identity matching; if only one channel is evidenced, do not simulate a second one.
pqrs-conversacion-canales.pngA clear way to submit requests.
Offer your business's form on the web, through a link, inside an app or through a physical QR code. Receive case information, required data and attachments, with validation and a reference number for follow-up.
P03
Screenshot pendingMobile form and reference number
A real product form with test data, fields and attachments, together with the submission reference. Do not use a real customer request.
pqrs-formulario-radicado.pngThis is a product capability. This commercial page does not receive or submit service requests.
Artificial intelligence to assist customers and the people helping them.
Viviseven works on both sides of service: it can respond to customer inquiries and, when your team steps in, provide context, knowledge and suggestions within case management.
For your customer
Handle frequently asked questions, consult available information and support requests within the authorized scope. When human intervention is needed, continue with an agent who receives the case context.
- Order status, balance or next-appointment inquiries.
- Documents, scheduling and follow-up based on enabled capabilities.
For your team
Review a conversation summary, relevant history and suggested responses. Consult policies or product information and get support in deciding how to continue providing service.
- Classification and priority that agents can review.
- Tone suggestions, recurring-issue signals and recommended actions.
Sensitive action → Human approval
Your team retains control of sensitive decisions. Viviseven can suggest and prepare; credits, compensation and regulatory case closures require human approval.
P04
Screenshot pendingViviseven as an agent copilot
A demo case with summary, history and suggested responses. Include knowledge or policies only if they actually appear on that screen.
pqrs-viviseven-copiloto.pngEvery case with an owner, priority and response-time targets.
Organize the inbox and your teams' work. Define service-time targets —SLAs— and escalations to identify what needs intervention and who should continue.
Working inbox
Filters, case details, inline replies, templates with variables and internal notes.
Reviewable classification
Type, area, subcategory, sentiment and priority suggested by Viviseven.
Teams and reassignment
Profiles, areas and owners to continue service across teams.
Times and escalations
Targets by case type and channel, schedules and escalation rules.
P05
Screenshot pendingTeams and response-time targets
Show the responsible team, response-time target and an escalation rule from the software, without exposing sensitive configuration.
pqrs-equipos-sla.pngKeep follow-up moving with your service rules.
Configure no-code workflows based on service events. A new case, a reassignment or a signal that a time target is at risk can trigger notifications, escalations and other actions defined by your business.
- 01Case created
- 02Classification rule
- 03Responsible team
- 04Follow-up
- 05Review
Escalation branch: time-target risk → team intervention
Combine conditions, branches and signals such as recurring issues, VIP customers or negative sentiment. Automated actions are limited to configured rules.
P06
Screenshot pendingFollow-up workflow
A simple real journey with an event, condition, branch and action. Indicate whether the flow is designed or active; use demo data.
pqrs-journey.pngRespond with your business's information at hand.
Bring policies, procedures and standard responses together in a knowledge base. Viviseven can consult it to support the agent with relevant case information, without making them search each document separately.
PoliciesProceduresStandard responsesViviseven supports your team
Understand what is happening in your customer service.
Review volumes, service times and workload. Explore trends, satisfaction and recurring topics to identify where your team needs support and what deserves operational improvement.
For operations
Incoming cases, distribution, team workload and status against time targets.
For leadership
Trends, seasonality, satisfaction and cost per case when the information to calculate it is available.
P07
Screenshot pendingService dashboard
A real dashboard with period, filters, volumes, times and workload. Clearly labelled demo data and readable charts.
pqrs-dashboard.pngKeep every case's history and prepare information for internal reviews and audits.
Serve customers with your business context.
Connect service with commercial information, purchases, digital experience and loyalty. Your team can understand what happened before the request and coordinate the next step with the Zencillo solutions you use.
CRM
View commercial relationships and open cases to coordinate service and follow-up.
Explore the solution
Management
Access purchase, invoice and operational context relevant to the case.
Explore the solution
POS Mobile
Connect requests with the transaction, product and point of sale.
Explore the solution
Revolution
Let customers submit and view cases from their application.
Explore the solution
Loyalty
Recognize loyalty-program history and coordinate authorized service benefits.
Explore the solutionViviseven Sales Agent
Maintain continuity when a sales conversation becomes a service case or needs a sales handoff.
Explore the solutionViviseven Enterprise
Support your team with available manuals, policies and business knowledge.
Explore the solution
Surveys
Connect survey findings with service and follow-up processes.
Explore the solutionService management for different customer-care contexts.
Examples of product use, not customer success stories.
Retail and digital commerce
Organize requests about deliveries, returns and warranties.
Telecommunications
Follow up on incidents and conversations across channels and departments.
Education
Route requests to the appropriate department and maintain follow-up.
Utilities
Coordinate service and follow-up for reported incidents.
Automate follow-up. Keep control of decisions.
Define roles and permissions for your team and retain service history. AI suggestions can be reviewed, and sensitive actions retain the appropriate human approval.
Role-based access
Organize access according to team responsibilities.
History and review
View case changes, assignments and responses.
Sensitive decisions
Review and approve actions that require human involvement.
P08
Screenshot pendingCase history and review
Changes, assignments and responses for a demo case. Include actual review controls if available, without customer records or internal identifiers.
pqrs-historial-control.pngYour questions about Zencillo PQRS, answered.
What does PQRS mean?
PQRS stands for requests, complaints, claims and suggestions in Spanish. Zencillo PQRS also organizes other service cases and requests defined by the business.
Is it just a complaints form?
No. The form is an entry point; the product brings together channels, case management, teams, follow-up, insights and AI assistance.
Which channels can it bring together?
The documentation covers WhatsApp, Instagram, Messenger, Telegram, Mercado Libre, web, app, email, telephony and internal channels. The channels to connect are defined for each implementation.
What does Viviseven bring?
It can handle inquiries and support agents with classification, summaries, history, suggested responses and relevant knowledge.
Does AI replace the team?
No. It supports self-service and human assistance; the team reviews suggestions and approves sensitive actions.
Can requests be submitted through the web or a QR code?
The product includes a public form with data, attachments and a reference number, accessible through the web, a link, an app or a QR code. This commercial page does not submit requests.
How does it organize owners and response times?
Through teams, profiles, schedules and response-time targets by case type and channel, together with escalation rules.
What are journeys?
Configurable no-code workflows that react to events such as a new case, a reassignment or a risk to an SLA, the service-time target.
Which metrics can I review?
Volumes, workload, times, trends and satisfaction based on enabled data and metrics.
Which solutions does it connect with?
The source documents CRM, Management, POS Mobile, Revolution, Loyalty and the Viviseven solutions. Surveys can also support follow-up on findings.
Does it guarantee compliance with my sector's regulations?
It supports management and traceability; reports and requirements are reviewed for the implementation. It does not replace legal validation of processes.
Does this page receive my company's service cases?
No. This page presents the product and lets you request a demonstration. Each business's service channel is enabled separately.
See how to connect customer service with your operation.
Explore the case inbox, Viviseven assistance and the follow-up your team needs in a Zencillo PQRS demonstration.