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# Gnatta

Customer Service Technology

## Sitemaps

- [XML Sitemap](https://gnatta.com/sitemap.xml): Contains all public & indexable URLs for this website.

## Resources

- [Resources](https://gnatta.com/resources/) - Check out Gnatta Resources for our customer service industry insights, research, and advice.
- [How CuddleCo Achieved 90% AI Containment in 3 Weeks](https://gnatta.com/cuddleco-ai-case-study/) - See how CuddleCo achieved 90% AI containment in 3 weeks, cutting response times from 7 days to under 24 hours—with 95% of setup done by their own team.
- [AI Agents: Video Intro](https://gnatta.com/ai-agents-video-intro/) - Deploy intelligent, autonomous chatbots that handle complete customer interactions from start to finish, with seamless escalation to human agents.
- [WhatsApp Chatbots: A Demo Video](https://gnatta.com/whatsapp-chatbots/) - With quick replies, rich media support, integrated data, and auto-prompts, you can create seamless and engaging conversations in your customers' channel of choice.
- [The 2025 Edition: AI Powered Customer Care](https://gnatta.com/ai-powered-customer-care/) - AI in customer care doesn’t have to be customer-facing to make an impact. Download our guide to see how AI can drive efficiency behind the scenes.
- [More AI Tools - Coming Soon](https://gnatta.com/video/more-ai-tools-coming-soon/) - Even more AI tools are coming to Gnatta's workflow engine - decide exactly when and how AI gets involved in your contact centre.
- [The All-New Workflow Builder: What It Means For You](https://gnatta.com/video/the-all-new-workflow-builder-what-it-means-for-you/) - Hi all! I’m Nina, part of the team here at Gnatta. On the 9th July we are relaunching our much anticipated Workflow engine in Beta. Come along for the ride.
- [AI Assistant: A Case Study](https://gnatta.com/ai-assist-a-case-study/) - Giving customer care agents their very own AI-powered personal assistant can save ££ - find out how much with this exclusive client case study.
- [The Benefits of Using Webchat](https://gnatta.com/video/benefits-of-webchat/) - The benefits of webchat are that it's efficient and effective. You can resolve problems quickly, save money, and improve customer experience.

## Pages

- [Homepage – Redesign](https://gnatta.com/) - From autonomous AI agents to comprehensive platform capabilities - deliver exceptional support that scales with your business.
- [Noted](https://gnatta.com/noted/) - We've noted the change in your preferences - you're all set.
- [AI Agents Terms & Conditions](https://gnatta.com/ai-agents-terms-conditions/) - The below constitute the terms you agree to when using Gnatta AI Agents, valid as of 8th April 2026.
- [Get In Touch Confirmation](https://gnatta.com/get-in-touch-confirmation-v2/) - Thanks for getting in touch - we'll get back to you ASAP.
- [Get In Touch](https://gnatta.com/get-in-touch/) - Get in touch with us, book a free demo, and find out how Gnatta could work for you today!
- [BrightWell Dental Demo](https://gnatta.com/brightwell-dental-demo/) - Try the Brightwell Dental demo: see how AI answers patient questions, qualifies interest in cosmetic treatments, and books consultations automatically.
- [Pricing](https://gnatta.com/pricing/) - Gnatta is an ultra customisable contact centre solution, layered bottom-to-top with automation – say goodbye to repetitive tasks, maximise your operational efficiency and get more out of every hour.
- [GreenCurrent Demo](https://gnatta.com/greencurrent-demo/) - Try the GreenCurrent demo: see how AI identifies GBIS, ECO4 and BUS eligibility, captures key details, and sends you a sample lead summary by text.
- [Why Gnatta](https://gnatta.com/product/) - Why Gnatta? Put simply, we save you time, money, and effort on your customer service. Take a look inside to find out how.
- [All Features](https://gnatta.com/pricing/all-features/) - A full summary of all features available in our Gnatta platform license tiers.
- [AI Agent Builder Demo](https://gnatta.com/ai-agent-builder-demo/) - Click-through an interactive demo of the AI Agent builder in Gnatta to see how simple it is to get started agentic AI for customer service.
- [AI Agent Builder](https://gnatta.com/automation/ai-agent-builder/) - Build customer service AI agents with our visual, no-code builder. Connect to your systems, add business knowledge, and deploy with confidence.
- [AI](https://gnatta.com/features/automation/ai/) - Discover Gnatta’s AI suite: whether it's autonomous, customer-facing chatbots or supporting your human team to boost performance.
- [AI Agent Pricing](https://gnatta.com/pricing/ai-agents/) - Autonomous customer service that works 24/7. Scale your support without scaling your team. Simple per-interaction pricing.
- [AI Agents](https://gnatta.com/automation/ai-agents/) - Deploy autonomous AI Agents that handle complete customer interactions 24/7, with seamless escalation to human agents exactly when its needed.
- [Chatbot Demo](https://gnatta.com/chatbot-demo/) - Explore our AI agents and automated workflows in this interactive demo. See how Gnatta handles customer inquiries, routes conversations, and seamlessly escalates to human agents when needed.
- [Enterprise](https://gnatta.com/solutions/enterprise/) - Gnatta is a highly secure, fully-featured contact centre platform that is seamlessly extensible with your existing tech stack.
- [Scale-Ups](https://gnatta.com/solutions/scaleup/) - Gnatta can be customised to fit every budget and business size - so if you're looking to scale up, we're exactly what you need.
- [Operations Manager](https://gnatta.com/solutions/operations-manager/) - Enhance efficiency, automate workflows, and gain real-time insights with Gnatta—built for Operations Managers to streamline customer service operations.
- [Customer Service](https://gnatta.com/solutions/customer-service/) - Optimize your contact centre with Gnatta’s customer service solutions. Automate workflows, enhance efficiency, and improve customer interactions with intelligent tools.
- [Messaging](https://gnatta.com/features/omnichannel/messaging/) - Enable easy messaging for both agents and customers by switching to Gnatta. Try us out for free today and see what we mean!
- [Omnichannel](https://gnatta.com/features/omnichannel/) - Bring your contact centre together in one browser tab - social media, webchat, telephony and anywhere else. A single customer view, at last.
- [Block Testing](https://gnatta.com/block-testing/)
- [Ultimate](https://gnatta.com/pricing/ultimate/) - Gnatta Ultimate is an ultra-powerful contact centre tool with unparalleled product support. Let us help deliver the Ultimate customer service software dream.
- [Plus](https://gnatta.com/pricing/plus/) - Gnatta Plus is an ultra customisable contact centre solution, powered by automation – say goodbye to repetitive tasks and get more out of every hour.
- [AI Ask](https://gnatta.com/pricing/ai-ask/) - Empower your agents with real-time AI help. AI Ask suggests replies, translates, and summarises—speeding up response times and boosting confidence.
- [AI Workmate](https://gnatta.com/pricing/ai-workmate/) - Automate smarter with AI Workmate. Detect intent, sentiment, entities and more to route, tag, and enrich interactions—before agents pick them up.
- [Call Centres](https://gnatta.com/solutions/call-centres/) - Put the handset down - and pick up a headset. With VOIP technology Gnatta can bring your telephony and SMS teams online, for a seriously connected customer experience.
- [Financial services](https://gnatta.com/solutions/financial-services/) - Security, efficiency and maintaining client relationships are paramount in the financial services, so we built Gnatta to meet those needs.
- [Start-Ups](https://gnatta.com/solutions/startup/) - At Gnatta, we provide your start-up with an agile and customisable customer service platform that grows with you.
- [IT Manager](https://gnatta.com/solutions/it-manager/) - Scalable, secure, and easy to integrate—Gnatta’s no-code customer service solution gives your team the tools to streamline support and drive efficiency.
- [Gnatta: A Gorgias Alternative](https://gnatta.com/pricing/gnatta-vs-gorgias/) - Gorgias do eCommerce. We do contact centres. Upgrade your customer experience with an automation-led contact centre, built with clicks-not-code configuration.
- [WhatsApp](https://gnatta.com/features/omnichannel/whatsapp/) - Meet your customers where they are, with ultra-personalised chatbot journeys in their channel of choice.
- [Get Your Own Chat Tool](https://gnatta.com/get-your-own-chat-tool/) - We provide chat software for contact centres big and small - whilst we can't help you track down that lost order, we can help with outstandingly good customer service technology.
- [Monitoring Tools](https://gnatta.com/features/monitoring/) - Stay close to the operational detail in your contact centre with a queue radar, real-time dashboards and more.
- [Analytics](https://gnatta.com/features/analytics/) - The Gnatta reporting suite was designed by contact centre people to solve the same data problems you face every day. Lift the bonnet on your operation, at last.
- [Interactions](https://gnatta.com/features/automation/interactions/) - Gnatta connects old-school 'tickets' into a single interaction timeline, building rich context around the customer and the query as the issue evolves.
- [Routing](https://gnatta.com/features/automation/routing/) - Categorise, prioritise and assign inbound contacts to your customer service agents automatically - 100% handsfree. No more cherrypicking.
- [Gnatta: A Freshdesk Alternative](https://gnatta.com/pricing/gnatta-vs-freshdesk/) - Freshdesk looks after your budget line. We look after your customers. See what makes us different, right here.
- [Gnatta: A Zendesk Alternative](https://gnatta.com/pricing/gnatta-vs-zendesk/) - The number one question during our sales process with Zendesk users is "how are we different?" Check out our Gnatta vs Zendesk comparison.
- [Gnatta: An Intercom Alternative](https://gnatta.com/pricing/gnatta-vs-intercom/) - Intercom pioneers an outstandingly good chat widget. We pioneer automation-led, industry leading contact centres that bring it all together.
- [ROI Calculator Results](https://gnatta.com/roi-calculator-results/)
- [Core](https://gnatta.com/pricing/core/) - Gnatta Core is the powerful, automation-driven engine that makes Gnatta what it is, without frills. Bring your contact centre together and cover every channel.
- [Fair Usage Policy](https://gnatta.com/fair-usage-policy/) - As part of our commitment to maintaining a quality, reliable service, Gnatta has a Fair Use Policy (“FUP”) for its Services
- [Product Support](https://gnatta.com/features/product-support/) - Gnatta isn't like other software vendors. We won’t just sell you a DIY contact centre, we’ll work with you to build a solution together. We’ll design, build and continuously iterate on your contact centre setup, forever.
- [Integrations](https://gnatta.com/features/automation/integrations/) - Connect the dots - at last. Gnatta can integrate with any open API, bringing your customer data into your contact centre. A single customer view, truly.
- [Helpdesk](https://gnatta.com/features/omnichannel/helpdesk/) - Gnatta is an automation-led helpdesk platform, designed to help you manage your digital channels with ease. Prioritise and assign customer queries, handsfree.
- [Automation](https://gnatta.com/features/automation/) - Automate the simple, repetitive tasks in your contact centre with Gnatta Workflow. Make critical decisions with bottomless events, flows and actions.
- [Contact Centre Advice](https://gnatta.com/resources/contact-centre-advice/) - Hunting for the best advice geared towards call and contact centres? Look no further.
- [Telephony and SMS](https://gnatta.com/features/omnichannel/telephony-and-sms/) - Put the handset down, and pick up a headset. With VOIP technology Gnatta can bring telephony and SMS teams online, for a more connected customer experience.
- [Savings Calculator](https://gnatta.com/savings-calculator/) - Making the right choice on your CS software could lead you to huge savings, both in ownership cost and efficiency improvements.
- [Customer Experience](https://gnatta.com/solutions/customer-experience/) - Customer communication is constantly changing, and it's time your technology helped to power a complete customer view.
- [Back-office Automation](https://gnatta.com/features/automation/back-office/) - End manual processes, reduce the clicks in critical business operations and put time back in your customer care team's pocket.
- [Solutions](https://gnatta.com/solutions/) - Discover more with Gnatta, including our Solutions. Browse through our Industries, Use Cases, Roles and Company Types here.
- [Sitemap](https://gnatta.com/site-map/)

## Before and After Slider

- [Interactions](https://gnatta.com/3591/)

## Blog

- [Top AI Agent Platforms for Enterprise Contact Centres (2026)](https://gnatta.com/blog/ai-agent-platforms-customer-service/) - Looking for the best AI agents for customer service? Compare top platforms including Gnatta, Intercom, and Zendesk based on automation, integrations, and scalability.
- [Stop Chasing AI Unicorns: Your Real Problem Is Data](https://gnatta.com/blog/stop-chasing-ai-unicorns-your-real-problem-is-data/) - Here's the truth: AI customer service fails without proper data architecture. Your systems already have the answers—they just need the right connections.
- [From Zero to One: Getting Started with AI in Customer Service](https://gnatta.com/blog/from-zero-to-one-getting-started-with-ai-in-customer-service/) - A practical guide to implementing AI in customer service. Learn how to choose your first use case, build integrations, and launch AI successfully.
- [Let's Talk About AI Models](https://gnatta.com/blog/lets-talk-about-ai-models/) - Contact centre platforms connect things. That's the job. We explain why connecting to the best AI models beats building your own every time.
- [Super Agents vs AI Teams](https://gnatta.com/blog/super-agents-vs-ai-teams/) - Why the specialist approach to AI customer service will deliver better results than trying to build one agent that does everything
- [Automating Small Tasks in Contact Centres](https://gnatta.com/blog/automating-small-tasks-in-contact-centres/) - Save time in contact centres with Gnatta's automation for detecting data, updating fields, and integrating systems to boost efficiency.
- [Gnatta Announces Strategic Partnership With Shipmate](https://gnatta.com/blog/press-release-gnatta-shipmate-partnership/) - Gnatta's partnership with Shipmate will bring enhanced customer service and delivery solutions to mutual clients, with deeper collaborations on the horizon.
- [Why Contact Centres Need Automatic Query Routing](https://gnatta.com/blog/why-contact-centres-need-automatic-query-routing/) - Map queries to agents effortlessly - no more cherrypicking. Download our FREE TEMPLATE to start building your ideal routing plan today.
- [Embracing Automation and AI in Customer Service](https://gnatta.com/blog/embracing-automation-and-ai-in-customer-service/) - AI and automation are ideal tools for predictable query resolution - here's why embracing it isn't just a good idea, it's essential for staying competitive this peak season.
- [Why UK Businesses Should Invest in Customer Service Technology in 2024](https://gnatta.com/blog/why-uk-businesses-should-invest-in-customer-service-technology-in-2024/) - The UK business landscape is poised for significant change - keep up by investing in cutting-edge customer service tech (like Gnatta).
- [A Roadmap For Using AI In e-Commerce](https://gnatta.com/blog/a-roadmap-for-using-ai-in-e-commerce/) - Need to bring AI into your e-commerce customer care strategy this year? Here's our tried and tested roadmap for implementing artificial intelligence.
- [The Case Against Using AI in Customer-Facing Roles](https://gnatta.com/blog/the-case-against-using-ai-in-customer-facing-roles/) - Can AI make critical customer care decisions with the same certainty as humans? Let's ask ChatGPT about it.
- [The Importance of Personalisation in Customer Service](https://gnatta.com/blog/importance-personalisation-customer-service/) - Personalisation in customer service is key for competing with other businesses, so here's how to inject the right amount to stay ahead.
- [How to Apologise to a Customer: Our Top Tips with Examples](https://gnatta.com/blog/top-tips-for-apologising-to-customers-with-examples/) - We all get things wrong sometimes, but admitting this and dealing with issues correctly isn’t always easy. Here’s how to apologise to customers with professionalism, speed and accuracy.
- [How to Build a Successful Customer Service Team: Recruitment, Training & More](https://gnatta.com/blog/how-to-build-successful-customer-service-team/) - Building a successful customer service team takes planning and dedication. From recruiting to training, here’s everything that customer service leaders need to think about.
- [SMS (Text Message) Customer Service: Benefits & How to Implement](https://gnatta.com/blog/benefits-of-sms-customer-service-and-how-to-implement/) - With customers choosing to spend a lot of time on their phones, should businesses be taking advantage of this by introducing SMS communication in their customer service?
- [Managing High Call Volume in a Contact or Call Centre: 7 Key Tactics](https://gnatta.com/blog/managing-high-call-volume-key-tactics/) - A high call volume can quickly overwhelm your agents when you’re unprepared. Here are six of our top high call volume management tactics to try.
- [How the Phonetic Alphabet Works in a Call Centre (Alfa, Bravo, Charlie…)](https://gnatta.com/blog/how-the-phonetic-alphabet-works-in-call-centres/) - Offering quick customer service in a call centre can often become a priority that overshadows the need to provide and collect accurate information. So to bring accurate service back to the forefront, here’s how and why the phonetic alphabet can be a useful tool.
- [The Complete Guide to Customer Loyalty and Retention](https://gnatta.com/blog/complete-guide-customer-loyalty-retention/) - We often discuss building customer loyalty and retaining customers, but how can businesses use them to perfect their customer service journey?
- [A Guide to Scripting for Customer Services Explained (with Examples)](https://gnatta.com/blog/guide-to-scripting-for-customer-services-explained/) - Positive customer interactions are critical for the reputation and sales of your business. Here’s how to incorporate stellar scripting into your customer service strategy.
- [8 Ways to Reduce Your E-commerce Cart Abandonment Rate](https://gnatta.com/blog/8-ways-reduce-your-e-commerce-cart-abandonment-rate/) - If your online retail business is struggling to reduce its cart abandonment rate, we’re here to help with this essential guide.
- [The Customer Service KPIs You Should be Measuring](https://gnatta.com/blog/customer-service-kpis-you-should-be-measuring/) - To make your decision easier, we’ll go through the customer service KPIs you and your team should be focusing on going forward. Click here
- [How to Communicate Price Increases with Your Customers](https://gnatta.com/blog/how-to-communicate-price-increases-with-customers/) - Price increases can be a huge worry for customers. To put your customers at ease when you take the difficult decision to implement higher pricing, here are our top tips for communicating the changes effectively.
- [Omnichannel vs Multichannel Ecommerce: What’s the Difference?](https://gnatta.com/blog/omnichannel-vs-multichannel-ecommerce-whats-the-difference/) - If you're confused by the Omnichannel and Multichannel approaches, look no further. This guide provides everything you need to know.
- [What is a Contact Centre? The Differences between a Contact Centre and a Call Centre](https://gnatta.com/blog/what-is-a-contact-centre-differences-between-contact-centre-and-call-centre/) - Contact centres can offer omnichannel customer support, but what else sets them apart from a call centre? Find out here.
- [6 Qualities of a Successful Customer Service Manager](https://gnatta.com/blog/6-qualities-successful-customer-service-manager/) - In this guide, we'll go through some of the essential qualities no successful customer service manager should be without.
- [10 Core Principles of Customer Service: Explained](https://gnatta.com/blog/core-principles-of-customer-service-explained/) - Customer service representatives should always strive to uphold the top principles of their trade and provide the best quality of service every time. From speed to accuracy, here’s the 10 core precepts of customer service and how to apply them.
- [What is Interactive Voice Response (IVR) Technology in a Call Centre?](https://gnatta.com/blog/what-is-interactive-voice-response-ivr-technology-in-call-centre/) - Interactive voice response technology provides relief during high-demand periods. Here's how IVR can boost your customer experience.
- [How to Deal with Difficult Customers (with Examples)](https://gnatta.com/blog/how-to-deal-with-difficult-customers/) - Customer service teams will encounter difficult customers from time to time. Here’s our guide to facing these interactions with positivity and professionalism.
- [Chatbots for Business: Common Mistakes to Avoid](https://gnatta.com/blog/chatbot-for-business-mistakes-to-avoid/) - Here’s how to avoid the most common mistakes when implementing chatbots into your customer service strategy and maximise the benefits of this addition.
- [WISMO? 6 Tips for Dealing with “Where is my Order” Queries](https://gnatta.com/blog/wismo-tips-for-dealing-with-where-is-my-order-queries/) - WISMO? We all know it's the number one complaint, but what's the best way to handle it? Read our latest blog to find out more.
- [VOIP: Everything You Need to Know](https://gnatta.com/blog/voip-everything-you-need-to-know/) - VOIP is an increasingly popular part of the contact centre tech stack, but how does it work? Our guide is ready to show you what it is and its benefits for you.
- [How Repeat Customer Queries could be Costing Your Business Time and Money](https://gnatta.com/blog/how-repeat-customer-queries-could-be-costing-your-business-time-money/) - Answering queries over and over is not only frustrating, but your business could pay the price. Avoid repeat requests with our detailed blog
- [Conversational AI: Differentiating Between Relationship & Function](https://gnatta.com/blog/conversational-ai-differentiating-between-relationship-and-function/) - Conversational AI is growing in popularity for customers and businesses, and its capabilities have developed significantly since the technology first emerged.
- [What is Generative AI (GAI) & How Does it Differ from Conversational AI (CAI)?](https://gnatta.com/blog/generative-ai-vs-conversational-ai/) - Generative and conversational AI can be used to continuously improve customer service output, so here we’re comparing the two types of artificial intelligence.
- [How Important is Chatbot and Webchat Tone of Voice?](https://gnatta.com/blog/how-imortant-is-chat-and-webchat-tone-of-voice/) - Creating a strong tone of voice for your brand helps you stand out, but how important is it that you implement it into your conversational AI?
- [6 Ways to Retain Contact Centre Staff](https://gnatta.com/blog/6-ways-to-retain-contact-centre-staff/) - Manage a call centre? Learn how to keep hold of your top talent with these effective employee-retaining tips and strategies
- [How to Create a Customer Journey Map: Step-by-Step](https://gnatta.com/blog/create-a-customer-journey-map/) - Our guide explains what customer service maps are, how they can benefit your business and how to create the perfect customer journey map.
- [How to Improve CSAT & NPS in a Contact Centre](https://gnatta.com/blog/how-to-improve-csat-nps-in-contact-centre/) - We’ll look at these essential metrics in more detail, along with a range of effective approaches you can use. Click here to read more
- [What is an Automatic Call Distribution (ACD)?](https://gnatta.com/blog/what-is-automatic-call-distribution/) - Contact centres can offer omnichannel customer support, but what else sets them apart from a call centre? Find out here.
- [6 Ways to Reduce Ecommerce Return Rates](https://gnatta.com/blog/6-ways-to-reduce-ecommerce-return-rates/) - To get a better handle on what’s being returned to you, understanding your ecommerce return rate, we created this guide. Click here to read on
- [eCommerce Customer Journey Frustrations Revealed!](https://gnatta.com/blog/ecommerce-customer-journey-frustrations-the-reasons-revealed/) - If your customer experience looks anything like the below, it’s time to optimise – we’ve even thrown in some top tips to help you. Click here
- [The Importance of Customer Service Technology: Enhancing Advisor Performance](https://gnatta.com/blog/importance-of-customer-service-technology-for-enhancing-performance/) - Customer service technology can bring out the best in your operators. Let's get into the importance of choosing updated and relevant CS technology.
- [How to Improve FCR (First Contact Resolution) in a Call or Contact Centre](https://gnatta.com/blog/how-improve-first-contact-resolution-in-call-contact-centre/) - How efficient is your call or contact centre? First contact resolution can be a vital metric for finding out
- [What is CCaaS?](https://gnatta.com/blog/what-is-ccaas/) - Ready to elevate your customer experience by delivering customer care with CCaaS? Find out what it is and how it works in this guide.
- [UK Customer Service Roles: A Visual Report](https://gnatta.com/blog/uk-customer-service-roles-visual-report/) - The customer service job market in the UK might be one of the biggest, but what are some of the current trends? We analysed the data to get a better idea.
- [Empathy in Customer Service: A Guide](https://gnatta.com/blog/guide-to-empathy-in-customer-service/) - Customer expectations are higher than ever, so how can you show real empathy and properly commit to their needs? Here's our how-to guide.
- [A Single Customer View (SCV) in Customer Service: Explained](https://gnatta.com/blog/a-single-customer-view/) - A single customer view is becoming a critical piece of every customer communication tech stack, but what does single customer view mean and how can you get started?
- [What is Conversational AI? Definition, Benefits and Examples](https://gnatta.com/blog/what-is-conversational-ai/) - In this article, we'll define conversational AI, how it works and how it can benefit your business. Find out more here.
- [Call Centre Workforce Management: WFM Explained](https://gnatta.com/blog/call-centre-workforce-management-wfm-explained/) - Allocating and managing resources effectively within a call centre creates a solid foundation for productivity. Here’s how workforce management can assist with your business’ goals.
- [Preparing for Retail Peak Season: A Guide](https://gnatta.com/blog/guide-to-preparing-for-retail-peak-season/) - 2022's peak retail season is right around the corner. Beat the rush and maintain high customer service levels with our essential guide...
- [How to Use Reviews to Inform Customer Service Strategy](https://gnatta.com/blog/using-reviews-to-inform-customer-service-strategy/) - Good or bad, reviews create a powerful customer experience. Here's our guide to improving your customer service strategy using reviews.
- [B2C vs. B2B Customer Service: How Do They Differ?](https://gnatta.com/blog/differences-b2c-b2b-customer-service/) - B2C and B2B customer support often require different approaches. Here’s why they should differ and the best practices for each.
- [Automation Cuts Costs; Why Aren’t You Using It?](https://gnatta.com/blog/automation-cuts-costs/) - You can’t run a customer service operation well without implementing automation, and thankfully, automation cuts costs. Here's how.
- [Benefits of SaaS & Things to Consider When Choosing a SaaS Provider](https://gnatta.com/blog/saas-benefits-and-considerations-for-choosing-provider/) - What is SaaS and what are the benefits of it? Here, we’re answering these questions and busting myths about cloud-based customer service software.
- [Optimise Omnichannel with Customisable Workflows](https://gnatta.com/blog/customisable-workflows/) - Using customisable workflows can optimise your omnichannel offering, cut costs and improve customer experience.
- [E-Commerce Returns Management: Why You Should be Automating Your Returns](https://gnatta.com/blog/e-commerce-returns-management-automation/) - Returns automation has the power to revolutionise returns management. In this guide, we’ll explore everything that e-commerce retailers should know about how to handle their returns with ease and efficiency, with the help of automation techniques.
- [Customer Service Questions: Webchat Vs. Chatbot](https://gnatta.com/blog/customer-service-questions-webchat-vs-chatbot/) - You’ve probably come across Webchats and Chatbots and wondered firstly, what are they? And secondly, which is right for my business?
- [7 Call Centre Tactics for Reducing Average Handling Time (AHT)](https://gnatta.com/blog/7-call-centre-tactics-for-reducing-average-handling-time-aht/) - To help slash the time it takes your agents to handle calls with their customers, click here for some handy tips and advice.
- [Email as a Customer Service Channel: Benefits, Drawbacks and Tips](https://gnatta.com/blog/email-as-a-customer-service-channel-benefits-drawbacks-and-tips/) - Email is one of the most traditional customer service channels available. Here are its advantages, drawbacks and a few top tips for offering it to a high standard.
- [Understanding Customer Effort Score (CES)](https://gnatta.com/blog/understanding-customer-effort-score/) - Understanding Customer Effort Score is crucial for businesses. Here’s why and what to do about it.
- [Why Employee Experience Benefits Customer Experience](https://gnatta.com/blog/why-employee-experience-benefits-customer-experience/) - Trying to improve customer experience, without optimising employee experience? We’ll show you why you can't have one without the other.
- [What is the difference between eCommerce and mobile commerce?](https://gnatta.com/blog/what-is-the-difference-between-ecommerce-and-mobile-commerce/) - E-commerce and mobile commerce might share some similarities, but what is it that sets them apart? We’ll guide you through how they differ.
- [What is a BPO Call Centre & How Does it Work?](https://gnatta.com/blog/what-is-bpo-call-centre/) - Hit your business’ maximum operational capacity but still unable to meet customer expectations? It might be time to let a BPO call centre step in.
- [Website Accessibility: An Industry Analysis](https://gnatta.com/blog/website-accessibility-industry-analysis/) - Web accessibility is an emerging concern across industries. Read our analysis to find out who performs best, and how you can improve yours.
- [Understanding both General & Contact Centre Customer Pain Points](https://gnatta.com/blog/understanding-general-and-contact-centre-customer-pain-points/) - Want to turn common customer pain points around and improve your customer journey? Find out everything you need to know with our blog...
- [How Influenced Are We? Understanding Consumer Purchase Research & Decisions](https://gnatta.com/blog/how-influenced-are-we-understanding-consumer-purchase-research-and-decisions/) - Who and what are the key drivers of our purchasing decisions in Britain? Find out everything our research uncovered below.
- [FAQ Bots vs. Traditional FAQ Pages: What You Need to Know](https://gnatta.com/blog/faq-bots-versus-traditional-faq-pages/) - In a technology-driven world, should we be entrusting chatbots with our FAQs? Let’s compare FAQ bots and traditional FAQ pages.
- [Customer Sentiment Analysis: Everything You Need to Know](https://gnatta.com/blog/customer-sentiment-analysis-explained/) - Gaining a better understanding of how your customers feel about your brand can have a huge impact on your confidence for future strategies.
- [AOV Calculator & 5 Tactics to Increase Your Average Order Value](https://gnatta.com/blog/aov-calculator-5-tactics-to-increase-your-average-order-value/) - Tracking your average order value can be important for lots of reasons. Here we’ll guide you through the ins and outs of this metric.
- [What is Brand Advocacy?](https://gnatta.com/blog/brand-advocacy/) - Let the people who know your business best shout about your brand – here’s how and why brand advocacy can be so valuable for businesses.
- [The Role of Automation in Customer Service Jobs](https://gnatta.com/blog/automation-in-customer-service/) - The marriage of human advisors and automation in customer service can help you provide amazing customer care. Take a look how.
- [Automation and AI in Customer Communication](https://gnatta.com/blog/automation-and-ai/) - From fears about job losses to innovation breakthroughs in healthcare, automation and AI are possibly the biggest buzzwords of the 21st century so far.
- [The New Normal? E-Commerce Customer Service in 2020](https://gnatta.com/blog/e-commerce-customer-service/) - In the midst of a pandemic, the importance or e-commerce customer service has grown like never before. Here’s how you can take advantage.
- [Gnatta for the Insurance Industry](https://gnatta.com/blog/gnatta-for-the-insurance-industry/) - Digital communication is changing the insurance market through new customer expectations and new technical requirements.
- [How to Manage Crisis Communications: Planning, Training and Customer Service](https://gnatta.com/blog/how-to-manage-crisis-communications-planning-training-and-customer-service/) - We’ll show you how to create a crisis communication plan, along with how to prep your employees and more. Click here
- [Keep Up. Help Out.](https://gnatta.com/blog/keep-up-help-out/) - Help out your customers by combining inbound communication channels into a single view, so that whoever picks up the query can help immediately.
- [Why You Can't Ignore Omnichannel Customer Care](https://gnatta.com/blog/omnichannel-customer-care/) - According to a 2020 report, 80% of companies are now investing in omnichannel customer care. Yet, only 8.4% have all channels connected.
- [Customer Return Habits & Opinions](https://gnatta.com/blog/customer-return-habits-and-opinions-research/) - From reasonable returns timelines to how often returns are made, we set out to uncover all the customer return habits and opinions of typical British customers.
- [Gen Z: How to Harness Their Power as Brand Advocates](https://gnatta.com/blog/brand-advocates/) - You’ve probably heard a lot about Gen Z, and not all of it good. We dispel some myths and show how to nurture them as brand advocates.
- [Customer Service Chatbots in 2021: 3 Myths to Dispel](https://gnatta.com/blog/customer-service-chatbots-in-2021-3-myths-to-dispel/) - When used right, bots are a key part of providing a high–class customer service solution. Take a look at our top 3 myths on bots.
- [Utility Company Call Centres – Getting it Right](https://gnatta.com/blog/utility-company-call-centres-getting-it-right/) - We take an in depth look at you can best serve the high demands placed on utility company contact centres by customers and regulators alike
- [Drag. Click. Define](https://gnatta.com/blog/drag-click-define/) - Customer preference is crucial so building tailored journeys to accommodate preferences is important. Read our blog on how Gnatta can help.
- [Data Compliance Guide: How to Handle Customer Information Responsibly](https://gnatta.com/blog/data-compliance-guide-how-to-handle-customer-information-responsibly/) - What are the benefits of consumer data, and what are your main responsibilities around collecting and storing it?
- [Business Forecasting: The Ultimate Guide](https://gnatta.com/blog/business-forecasting-ultimate-guide/) - Making smart business decisions requires in-depth business forecasting. So, what does this mean, and how can you do it well?
- [Brand Logos Reimagined by Famous Artists – According to AI](https://gnatta.com/blog/brand-logos-reimagined-by-famous-artists-according-to-ai/) - AI technology can be used for many things – but what about recreating famous art with a corporate twist? We put the technology to the test!
- [What is CAC? Customer Acquisition Cost Explained](https://gnatta.com/blog/customer-acquisition-cost-explained-cac/) - What is customer acquisition cost and how can your business measure it? From understanding the formula to the costs that should be included in the calculations, here’s everything your business should know about this key metric.
- [The Future of Eco-Friendly Products: A Trend Analysis Report](https://gnatta.com/blog/future-eco-friendly-products-trend-analysis-report/) - Sustainability is serious business, especially for shoppers looking to make eco-friendly choices. But how have their habits changed?
- [How to Handle Product Recalls Faster](https://gnatta.com/blog/product-recalls/) - Handling product recalls can be done in a way that improves the customer experience and even customer loyalty. Let's take a look how.

## Categories

- [Video](https://gnatta.com/category/video/)
- [Download](https://gnatta.com/category/download/)
- [Press Release](https://gnatta.com/category/press-release/) - When we’ve got big news to tell you, we’ll let you know about it here. Whether we’re launching a new product or want to let you in on beta access, we’ve collected the latest goings on and company updates for you to explore below.
- [Blog](https://gnatta.com/category/blog/)

## Topics

- [Customer Queries](https://gnatta.com/topic/customer-queries/)
- [Product Features](https://gnatta.com/topic/product-features/)
- [Omnichannel](https://gnatta.com/topic/omnichannel/)
- [Automation](https://gnatta.com/topic/automation/)
- [Live Chat](https://gnatta.com/topic/live-chat/)
- [Cost Reduction](https://gnatta.com/topic/cost-reduction/)
- [Customer Service](https://gnatta.com/topic/customer-service/)
- [Blog](https://gnatta.com/blog/)