About Gnatta
Gnatta is a customer engagement software designed to help businesses of all sizes manage client communications across multiple channels such as Instagram, Facebook, Twitter, email, and more on a centralized platform. The service-level agreement (SLA) system automatically routes incoming messages to available agents in real-time based on priorities and rules.
Gnatta allows organizations to view each customers' interaction history, add specific notes for upcoming conversations, and use the profile aggregation functionality to collect contact details from a single sender. Agents can manage and respond to client reviews across various websites and set up customizable interactive voice response (IVR) messages to facilitate communication with customers, team members, and suppliers. Administrators can sort conversations based on date or time and translate interactions into multiple languages including French, German, Russian, and others according to requirements. Supervisors can also gain visibility into contact volume and trends and track key performance indicators (KPIs) on custom dashboards. Gnatta also allows businesses to notify clients about promotions or delivery updates via SMS messages.
Gnatta facilitates integration with various third-party customer relationship management, order management, and workforce management systems. Other features of the platform include call recording, email notifications, secure socket layer (SSL) encryption, single sign-on (SSO), and call blocking.
Key benefits of Gnatta
• Unique profile aggregation solution to provide a full 360 degree view of the customer across every channel
• Comprehensive workflow engine giving complete freedom to customize the customer journey
• Products with per seat pricing
Devices
Business size
Markets
United Kingdom
Supported Languages
Chinese, Dutch, English, French, German, Italian, Polish, Spanish, Swedish and 4 others
Images
Features
Total features of Gnatta: 56
- 360 Degree Feedback
- API
- Activity Dashboard
- Alerts / Escalation
- Alerts/Notifications
- Auto-Responders
- Automated Routing
- Batch Communications
- CRM
- Call Center Management
- Call Recording
- Call Routing
- Chat/Messaging
- Communication Management
- Customer Database
- Customer Experience Management
- Customer History
- Customizable Branding
- Dashboard
- Email Management
- Engagement Tracking
- Feedback Management
- Historical Reporting
- IVR / Voice Recognition
- Interaction Tracking
- Knowledge Base Management
- Knowledge Management
- Live Chat
- Macros/Templated Responses
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Language
- On-Demand Communications
- Performance Metrics
- Personalization
- Queue Management
- Ratings / Reviews
- Real-Time Chat
- Remote Access/Control
- Reporting/Analytics
- SSL Security
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Level Agreement (SLA) Management
- Single Sign On
- Social Media Integration
- Support Ticket Management
- Survey/Poll Management
- Surveys & Feedback
- Template Management
- Third Party Integrations
- Ticket Management
- Trend Analysis
- Workflow Configuration
- Workflow Management
Alternatives
Kustomer
Gorgias
Zoho Desk
Zendesk
Reviews
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Review Source
Overall rating
- Ease of Use
- Customer Support
Great software to combine social and non social customer service
Reviewed on 2015/07/09
We use this for Facebook, Twitter, SMS and email although I know they do more channels. We were...
We use this for Facebook, Twitter, SMS and email although I know they do more channels. We were able to set this up ourselves and we saw a huge improvement in response times and our customers gave us some great feedback.
Their support guys are great and I understand they are adding multiple language support soon?
Give them a try - very good indeed.
Response from Gnatta
Thanks for the response Martin!
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Review Source
Overall rating
- Ease of Use
- Customer Support
Everything I need
Reviewed on 2015/07/08
Something that sets Gnatta apart for me is that their support and onboarding team are superb - I've...
Something that sets Gnatta apart for me is that their support and onboarding team are superb - I've not yet had a query they couldn't help me with quickly and attentively. Aside from that, the software is intuitive and does everything I could ask for (I work in customer experience and social media).
Response from Gnatta
Thanks Tom!
- Industry: Food & Beverages
- Company size: 11-50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Data Rich- Superb Support
Reviewed on 2020/10/15
Would recommend over and over again, they are a growing business and although there can be teething...
Would recommend over and over again, they are a growing business and although there can be teething issues, they are always keen to resolve and improve.
Pros
The ease for agents to give data about what the customer is saying - Very customer rich, the support is outstanding and is easy for agents to use (which who is predominantly using the tool). The ability to customize the tool is amazing. I've now used it with 2 different businesses and got exactly what i needed from both.
Cons
It still has a lot of room to improve on their analytics dashboard (which I hear is in the process of building) and reporting on individual agent level (when including phone lines)
Reasons for Choosing Gnatta
Zendesk was costly for function that it should automatically include. The integrations were always clunky and you end up paying a fortune for something that you can get with Gnatta (with better user experience for the agent)Switched From
ZendeskGnatta FAQs
Below are some frequently asked questions for Gnatta.Q. What type of pricing plans does Gnatta offer?
Gnatta offers the following pricing plans:
- Starting from: £15,00/month
- Pricing model: Subscription
- Free Trial: Not Available
Gnatta is offered across five pricing plans, outlined below: Starter: £15 per month (when billed monthly, quarterly, or annually) Lite: £29 per month per user when billed monthly, or £27 per month per user when billed quarterly, or £25 per month per user when billed annually. Premium: £59 per month per user when billed monthly, or £57 per month per user when billed quarterly, or £55 per month per user when billed annually. Professional: £129 per month per user when billed monthly, or £119 per month per user when billed quarterly, or £109 per month per user when billed annually. Enterprise: £149 per month per user when billed monthly, or £139 per month per user when billed quarterly, or £129 per month per user when billed annually.
Q. Who are the typical users of Gnatta?
Gnatta has the following typical customers:
2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+
Q. What languages does Gnatta support?
Gnatta supports the following languages:
Chinese, Dutch, English, French, German, Italian, Polish, Spanish, Swedish
Q. Does Gnatta support mobile devices?
Gnatta supports the following devices:
Q. What other apps does Gnatta integrate with?
Gnatta integrates with the following applications:
Salesforce Sales Cloud, Shopify
Q. What level of support does Gnatta offer?
Gnatta offers the following support options:
Email/Help Desk, FAQs/Forum, Phone Support, 24/7 (Live rep), Chat
Related categories
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