Gnatta

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What is Gnatta?

Gnatta is a omnichannel communications tool geared towards customer service with proactive engagement capabilities.

Gnatta allows businesses of all sizes to listen and speak to their customers on an individual basis, quickly and effectively via one single interface.
Enabling customer services to be handled at scale, Gnatta ensures operators can be agnostic towards communication channels, reacting to tweets, Facebook messages, SMS messages, email, marketplace and review sites without the need of deep channel knowledge.
Gnatta also provides a comprehensive suite of analytics giving users a greater understanding of what their customers are saying about them.


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Gnatta currently scores 80/100 in the Support & Helpdesk category. This is based on user satisfaction (100/100), press buzz (39/100), and other relevant information on Gnatta gathered from around the web.

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Gnatta Review

Editors' Review by the Support & Helpdesk Software Review Team

Gnatta is a feature-rich CCaaS customer engagement solution designed to help agencies, enterprises and every business type in between managing the client communications process across multiple channels.

Gnatta adheres to a contact center as a service (CCaaS) deployment model that offers end-to-end solutions designed for businesses and organizations of different sizes and scales. It is a cloud-based customer support and helpdesk system that provides queue management, a knowledge base, a self-service portal and alerts/escalation, all in one unified platform. Gnatta helps businesses by creating customer communication solutions, using modern technology, so they can deliver the best customer service and experiences possible.

Gnatta creates communication technology tiered across five core products designed for small to large businesses and organizations. The cloud-based software offers full coverage across multiple digital channels, such as social media, digital messaging, email, webchat and even traditional channels like telephony. When it comes to social media, Gnatta supports customer communication through Facebook, Instagram and Twitter on a central platform. It has a service-level agreement (SLA) system that is designed to automatically route inbound/incoming messages to available and qualified agents in real-time, according to predefined rules and priorities.

Utilizing Gnatta’s bespoke workflow engine, a combo of automation technology and artificial intelligence (AI) is deployed together with expert human advisors to make sure every inbound and outbound communiqué is handled by a qualified individual or process, using accurate and up-to-date information at an opportune time. Gnatta’s customer communication solution is fully customizable, with all process automations editable by the user. This helps to make sure every aspect of the solution reflects the needed processes and priorities of the organization.

Gnatta is also designed to seamlessly integrate with both first- and third-party systems, such as customer relationship management (CRM) solutions and tracking tools. The software’s more advanced features and tools like the dynamic automated responses and SLA management can be used alongside all of its many customizations. One of its key features is the profile aggregation function, which is tailored to capture contacts and messages from customers across multiple sources or channels and then incorporate them into a central interaction tool.

Gnatta Features

Gnatta helps you create better customer communication and experiences by providing you with the tools and resources you need to make it so. It is a software solution that is specifically tailored for businesses and organizations of any size and scale that want to set up an effective and sustainable customer service and helpdesk for their customer base.

In order to effectively serve a broad range of users, Gnatta offers five key products ranging from small- to large-scale operations, each equipped with features and tools that become more complex depending on the type of business they cater to.

Gnatta Starter features

Gnatta Starter is specifically designed to help get you started on your journey of creating a workable contact center for your small operation. This particular product is completely free and is ideal for small businesses and startups looking to develop a robust communication channel with their growing customer base. You can maximize your customer communication efforts with Gnatta Starter as it provides you with complete control over your communication requirements.

Among its many features is a full channel suite with up to three users. It also has a free branded email address with your custom domain as well as pre-set best practice routing and service-level agreements (SLAs), allowing you to get up and running without any complicated and time-consuming setup necessary.

Gnatta Lite features

Gnatta Lite is the next tier up from Gnatta Starter. It is a product that is designed with simplicity in mind but delivers robust features and capabilities. This lightweight version of Gnatta’s customer service software is tailored to help you manage your customer communication service in a quick, easy and effective way. It is equipped with features like omnichannel management, automatic routing, pre-set analytics and web chat, among others, without a complex setup process.

Gnatta Lite is designed to serve as a one-stop-shop for managing communication with customers, suppliers, key partners and any individual or organization across multiple channels. The omnichannel management feature helps ensure that whichever channel your customers use to contact your business, your team will always be there, ready to provide assistance. The pre-set analytics function is designed to help your customer service team provide data-driven solutions to customers, based on historic reporting.

Gnatta Premium features

One of the key features of Gnatta Premium is customization. It is a best-in-class customer communication system that grows and scales with your business. In addition to the basic channels like web chat, email and social media, Gnatta Premium also includes SMS messaging and telephony, giving your customer support and helpdesk team the ability to handle both online and offline contacts using a single unified platform.

The software also enables your team to link multiple accounts, for example the phone numbers and email addresses of customers, and effectively manage the whole conversation without switching between applications. The customizable nature of the software means you can successfully tailor your customer communication the way you want it. You can setup and configure the system according to your organization’s standards and requirements.

Gnatta Professional features

Gnatta Professional delivers a truly single customer view for your customer support and helpdesk team, which helps make their jobs easier and more convenient. In addition to the customization feature, Gnatta Pro is also equipped with more advanced features and capabilities such as profile aggregation and customer data integration.

The profile aggregation function allows you to effectively combine all your interactions with a single customer across different channels by simply using customer-specific identifiers. This will enable you to easily manage contacts across social media, webchat, email and telephony, thus reducing duplicate contacts and ensuring an efficient customer communication process.

The data integration function, on the other hand, allows you to maximize your customer data by integrating them into other systems in your technology stack, such as your customer relationship management (CRM) solution. This will allow you and your team to make informed decisions based on accurate and up-to-date customer data. This feature will also help make your operation truly dynamic, from automating the query tracking process to contact level monitoring via client segmentation.

Gnatta Enterprise features

Gnatta’s enterprise-grade customer communication software is equipped with robust security and data protection features. Gnatta Enterprise is specifically tailored to protect your customer data. In addition to all the available features and tools, this particular product offers enhanced capabilities in terms of security such as complete data encryption, admin licenses and single sign-on. It also allows for strategic planning and provides a dedicated service delivery manager.

Gnatta Pro offers dedicated support with a dedicated account manager on top of the assigned service delivery manager. Another great feature is the ability to integrate the software with other systems using third-party APIs or application programming interfaces. You also have the option to incorporate your own unique widgets as well as add your tracked portal or customer data directly into your user interface (UI). This means your users and advisers will have a single cohesive platform to work with, instead of having to switch between multiple applications.

Gnatta UI

Gnatta Benefits

Gnatta provides a lot of benefits to businesses, regardless of size and scale. The most obvious is perhaps how they’ve divided their customer service solution into five different products, allowing them to cater to businesses of different sizes, from small businesses and startups to large enterprises with more complex customer communication requirements.

Another great advantage of this cloud-based solution is its ability to unify all customer data—regardless of channel—into a cohesive platform. This approach makes life easier and more convenient for customer support and helpdesk professionals and teams. The system can automatically associate every incoming message to the appropriate customer, so both historical and current interactions are consolidated into a single location.

Additionally, Gnatta doesn’t require a lengthy setup and configuration process, regardless of which product you subscribe to. Even Gnatta Starter already comes with pre-set SLAs and best practice routing capabilities, so your team can simply get up and running without any setup necessary. The software’s full historical reporting and analytics can empower your team by giving them access to insights that go beyond what is displayed on the dashboard. They will be able to download and view detailed customer data, giving them valuable insights into each customer.

Gnatta Pricing

Gnatta offers simple and affordable pricing for all of its five products. There are three billing options to choose from, monthly, quarterly and annual billing. The values presented below are reflective of the monthly billing cycle. Interested parties can visit the vendor’s website for more pricing information.

Gnatta Starter is completely free and free forever, for up to three total users. According to its website, Gnatta Lite is priced at £30 per month/user, Gnatta Premium costs £55, the Professional package is valued at £80 and Gnatta Enterprise starts at £130 per month/user. A free trial is available through the vendor’s website.

Conclusion

Gnatta is a premier CCaaS solution designed to serve businesses and organizations, regardless of their size, scale or industry. It works to facilitate the contact center programs and initiatives of companies that want to serve their customer base better and more effectively through high-quality customer service and experience. The cloud-based software is equipped with a variety of features and capabilities, with each of the five products dedicated to facilitating the customer communication requirements of small businesses and startups all the way to large organizations and enterprises.

Support & Helpdesk Market Radar

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Gnatta Product Overview


Languages Supported: English, Spanish, French, German, Russian, Korean, Swedish, Italian, Dutch

Gnatta Features

  • A/B Testing
  • Analytics
  • API
  • Audience Targeting
  • Batch Permissions & Access
  • Budgeting
  • Calendar Management
  • Chat
  • Contact Management
  • Contact Sharing
  • CRM Integration
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • Expense Tracking
  • External Integrations
  • Forecasting
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-Currency
  • Multi-User
  • Notifications
  • Project Management
  • Referral Tracking
  • Scheduling
  • Social-Media Integration
  • Supplier Management
  • Third-Party Plugins/Add-Ons
  • Travel Management
  • Call Recording
  • Custom Data Forms
  • Call Tracking
  • Call Disposition
  • Softphone
  • Sales Motivator
  • Click-to-Dial
  • Real-time Alerts
  • Workflow Management
  • Self-service Portal
  • Ticket Management
  • Instant Chat Integration
  • Social Media Integration
  • Call Integration
  • Knowledge Base
  • Support Forum
Gnatta Pricing

Gnatta Pricing Plans

Starter

Free
  • Get Started with Industry Leading out the Box Solutions

Lite

$33.00
1 user(s) / month
  • Full Channel Coverage
  • Best Practice Routing and SLAs
  • Quick Reply Feature Included
  • 24/7 UK-Based Customer Support

Premium

$64.00
1 user(s) / month
  • Everything in Lite
  • 5 Admin Licenses Included
  • Fully Customisable SLA's
  • Live Dashboards Showing Key Information in Real Time

Professional

$98.00
1 user(s) / month
  • Everything in Premium
  • Profile Aggregation Available
  • Fully Customisable Routing with No Code Required
  • Editable Live Dashboards and Analytics

Enterprise

$155.00
1 user(s) / month
  • Everything in Professional
  • 50 Admin Licenses Included
  • Own-Branded Chat Widget
  • Dedicated Service Delivery Manager

Plans starting from: $0.00/month Credit card required: No

Gnatta User Reviews

Average User Rating:
5.0/5 based on 1 user ratings.
Your Rating:
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We use Gnatta to manage our Trustpilot reviews and it works like a dream! Also if a customer tweets us and then posts a review on Trustpilot I can tie these together. Net result is an improvement in my brand management.

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