Jack Barmby
Jack Barmby, CEO of Gnatta.
Rebecca Wayman

The young CEO and businessman aiming to revolutionise the region's customer service communications

The latest in customer service software has been launched by Washington-based Sirius Telecom Limited.

The software is aiming to ‘revolutionise’ the way in which local companies handle their multichannel 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 Limited.

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 per cent of customers are now multichannel users, each with an average of 5.6 communication 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.”

North East comedian, actor and founder/editor of VIZ Magazine, Simon Donald also attended the software launch (December 6), giving 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.

The software was written by CEO Jack Barmby, who founded his company Gnatta in Bury, Manchester in 2012 at 19-years-old.

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, added: “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.”

Sirius Telecom are offering a one month free trial to companies in the region up to January 15, 2019.

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