About Gnatta

Gnatta is a cloud-based solution, which creates communication technology, tiered across five products for small to large organizations. Full coverage is available across digital channels including webchat, email, messaging and social media as well as traditional channels such as telephony.

Using the bespoke Gnatta workflow engine, a combination of AI and automation are deployed alongside human advisors to ensure every inbound and outbound contact is managed by the right person or process, using the right information and at the right time. It is fully customizable, with all automation editable by the user to ensure they reflect the necessary processes and priorities. 

It can be integrated with both first and third-party tools from CRM's and tracki...


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Supported Operating System(s):

Web browser (OS agnostic)

3 Reviews of Gnatta

Overall rating

4.67 / 5 stars

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July 2015

Martin from Dual River

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

July 2015

Great software to combine social and non social customer service

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

Replied July 2015

Thanks for the response Martin!

July 2015

Tom from TWY Media

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

July 2015

Everything I need

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

Replied July 2015

Thanks Tom!

October 2020

Fiona from The Modern Milkman

Company Size: 11-50 employees

Industry: Food & Beverages

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

October 2020

Data Rich- Superb Support

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)