Sirius Telecom Limited based at The Hub in Washington has launched unique, cutting edge customer service software designed to revolutionise the way in which local companies handle their multi-channel communications on the likes of Twitter, SMS, WhatsApp, Apple Business Chat and email.
The software, which was written by founder and CEO of Manchester based company Gnatta, Jack Barmby, has already been successfully used by retail giant ASOS, with the North East contract secured exclusively by Sirius Telecom.
Operations Manager Jolene Sundin, who led the launch at The Biscuit Factory in Newcastle with host Simon Donald and Jack Barmby said “in simple terms, this is unique software that puts multi-channel business enquiries from social media, email, SMS, web chat, telephony and Whatsapp ‘on your desk’ within seconds, in real time. We already know that 97% of customers are now multichannel users, each with an average of 5.6 comms channels, so speed of response can save a company thousands, if not millions in employee hours, turnover and reputation, eliminating human error in the process. This is set to change customer service interaction as we know it.
The software was written by tech guru and CEO Jack Barmby, who founded his company Gnatta in Bury, Manchester in 2012 when he was 19. Gnatta specialises in connecting data from all the systems and channels that a company uses to communicate with its customers.
Barmby, who was in the region for the launch said “the platform sits between your systems as a layer of glue that brings everything together. It is a unique, agile and bespoke solution that keeps you ahead of the constantly evolving, modern consumer as every interaction with an individual becomes part of a connected conversation”.
North East comedian, actor and founder/editor of VIZ Magazine, Simon Donald brought some humour into the software launch, giving hilarious examples of customer service and the frequency that the public now take to social media and other channels to share their customer service views and experiences.
Sirius Telecom are offering a free month’s trial to companies in the region up to 15th January 2019.