Contakti Customer Support Service Share: Amoniac OÜ Score Awaiting client review n/a Date Published 5 December 2019 Reading Time 2-Minute Read A cloud-based customer support service that gathers queries from all communication channels into one universal inbox. The Client Contakti is a Finnish startup located in Helsinki and engaged in the SaaS business. The company offers the all-in-one web decision for customer support. About the Product Contakti is a cloud-based customer support service that joins all communication channels in one place. It is hard to handle users’ queries effectively when they are coming from several sources. It takes a long time to answer, and the same request may be processed by different agents independently. The Contakti helpdesk gathers all customers’ queries in one universal inbox and helps support agents process tickets fast and efficiently. Features Contakti is a support service that launches in a browser on any device. It has a universal inbox, where all users’ requests from different channels end up. The helpdesk gathers queries through tickets, e-mail, feedback form, and social networks, namely Facebook and Twitter. In this way, support agents manage all tickets in one place. They can assign or transfer tickets, and monitor due dates and priorities according to service level agreements, and make internal notes. The other important features are real-time chat, SMS sending, callback service, and voice support. Contakti has inbuilt analytics of agents’ activities, which is visualized in graphic reports. Results 5M e-mails have already been processed through Contakti. The companies using it have reduced the reply time, raised the conversion rate and become closer to their customers.