Retail Messages

Gnatta: Customer Support for Retailers

Tired of all the headaches that come with managing customer enquiries via your shop’s website, social media channels, email, and everywhere else? Get some real retail therapy with Gnatta. Our omnichannel approach means that wherever your customers choose to contact your retail or ecommerce business, you'll find it all in one place.

man searching internet whilst looking for clothing

Trusted by Big Retail Brands

Go big or go home, as we say. Our fully scalable and customisable customer service software is used by some of the biggest players in the retail and ecommerce industry. We’ve successfully transformed customer communications for giants like ASOS, BeautyBay and Footasylum. Could yours be the next one to benefit from our unique omnichannel support?

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Build Relationships

We know that a personal touch goes a long way. That’s why Gnatta builds identities for your customers. Each helpdesk interaction informs the next and retailers can learn what they respond to. We want to help retailers and ecommerce businesses build meaningful relationships with their customers and ensure they’re happy with the customer service provided, not just managing their enquiries.

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AI-Powered Routing

With Gnatta, queries are triaged based on data learnings, so we don’t just find the next customer service agent available: we find the most suitable. Better yet, you can fully customise Gnatta’s UI and features to fit your business as it evolves. We understand the need for empathetic customer support, even when using AI to power your routing.

Secure Messages

No Duplicated Tickets

Gnatta’s omnichannel UI and Profile Aggregation mean a customer’s entire history across all channels is visible in just one place. Retail and ecommerce can say goodbye to duplicate tickets, saving you precious money, time and energy. In turn, your customers will benefit from the very best software targeting customer satisfaction at its core.

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Keep Shoppers Happy

The modern shopper is more dynamic than ever before. Customers want to be able to seamlessly flick between apps and websites, alongside shopping in-store.

Gnatta can easily cater to today’s typical shopper through our omnichannel customer service. Whether they want telephony solutions or online customer support – we’ve thought of everything to keep shoppers happy and satisfied.

How we do it:

– A single customer view across all platforms

– Treating each contact as part of the ongoing conversation between customers and brands

– Automated routing to the most suitable agent available

– Full analytics of every customer interaction to understand the why and how

– Our personalised shopping experience increases visitor-to-shopper conversion rates

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Increase Efficiency

Efficiency is super important when building a successful retail business or ecommerce site. After all, simplified processes allow you to get on with delivering the highest quality of service and care to all customers.

How can we increase your efficiency? Find out here…

– Automation at every level, from data gathering to chatbot support

– Our interaction-based approach allows for faster solutions to customer queries

– Seamless integration with any application providing an open API

– Support for in-app widgets

– Bespoke workflow engines suited to how your retail or ecommerce business works

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Universal integration for open APIs.

Migrating your systems to a new customer service platform might seem like a daunting task, which is why Gnatta offers a simple solution. With us, retailers and ecommerce sites can integrate data from existing inventory, labour management and sales reporting software. As long as your system has an open API, we can integrate it just like that and boost your business processes.

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Comprehensive analytics built-in.

We don’t waste a single byte of data, so Gnatta provides full visibility of customer and operator analytics in real-time, plus powerful tools to optimise your retail customer care. For example, catching a trend in the reason for contact could allow you to get ahead on a product fault and start the recall process early. The easier it is to understand your analytics, the more you can focus on offering excellent customer care.

Gnatta Reviews - What Our Happy Customers Say

Using Gnatta we’ve increased our channel coverage with a more effective service, which is key to our customer goals.
Neil Hunter
Operations Systems Manager
Managing our customer conversations through Gnatta has made huge improvements to our contact centre efficiency.
Tracy Hodges
Head of Product
Using Gnatta allows us to automate large parts of the customer journey, making our agents more efficient and more effective.
Tracy Davies
Chief Operating Officer
FM Outsource

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