Gnatta Review

Gnatta is a customer engagement software that is designed to help companies of all sizes manage customer 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 according to priorities and rules.
Gnatta enables organizations to display each customer’s interaction history, add specific notes for upcoming conversations, and use profile aggregation functionality to collect contact details from a single sender. Agents can manage and reply to customer reviews on several websites and set up customizable IVR (interactive voice response) messages to facilitate communication with customers, team members and suppliers. Administrators can sort conversations by date or time and translate interactions into multiple languages including French, German, Russian and others as needed. Supervisors can also gain visibility into contact volume and trends and track key performance indicators (KPIs) on customized dashboards.
In addition, this program allows companies to inform customers about promotions or delivery updates via text messages.

GNATTA – TUTORIAL

GNATTA – FEATURES

• Routing rules: not every interaction is made equal, and your agents may have different skill levels depending on their length of service, training, or job role. Gnatta workflows will help you sort interactions based on priority indicators like channel, topic, or social influence, and then deliver contacts to the right person, in the right order.
• Chatbots: chatbots don’t have to mean complex AI. Some of the most effective chatbots in the industry at the moment are simple and ‘unintelligent’, but powerful. You could use social media quick replies or pre-chat survey bots, each with carefully planned exit points so the customer never gets caught in a loop.
• Categorize: every interaction is automatically added to a queue based on your criteria, whether that’s the content of the query, the channel they’ve used, or something else.
• Prioritize: once added to a queue, every interaction will be assigned a priority level based on what’s important to you. These work in real time to ensure they’re always accurate and are fully configurable.
• Assign: when an interaction is at the top of your priority list, it will automatically be assigned to a user in the relevant team. Teams can be based on channels, skillsets, or whatever else you need.
• Capacity management: each users’ capacity can be managed by total number of queries they can work at once, or capacity by channel. This means every agent is always at their most efficient.
• Easy-access data: through integration with your systems, every interaction comes to the advisor with all the data needed to solve it as quickly as possible.