Atlas
Seamless customer support with personalized conversations and efficient ticketing.
What is Atlas? Complete Overview
Atlas is a comprehensive customer support platform that integrates multiple communication channels to provide efficient and personalized customer service. It helps businesses manage customer interactions through ticketing, chat, email, and more. The platform is designed to streamline support operations, offering features like customer timelines, integrated help centers, and session recordings. Atlas is ideal for businesses of all sizes, from startups to enterprises, looking to enhance their customer support with automation and analytics. The tool addresses pain points such as fragmented customer conversations, inefficient ticket management, and lack of personalized support. With Atlas, teams can prioritize tickets, automate responses, and gain insights into customer behavior.
Atlas Interface & Screenshots
Atlas Official screenshot of the tool interface
What Can Atlas Do? Key Features
Customer Timeline
The customer timeline provides a unified view of all interactions with a customer, including tickets, chat history, and session recordings. This feature helps support teams understand the customer's journey and provide personalized assistance.
Integrated Help Center
Atlas allows businesses to create and manage a help center with unlimited categories and articles. The help center can be integrated into the chat widget, enabling customers to find answers quickly without needing direct support.
Session Recording
Session recording captures user interactions on your website, helping support teams troubleshoot issues more effectively. Plans include varying session limits, with options to purchase additional sessions as needed.
Chatbots & Automation
Atlas offers chatbot workflows and rule-based routing to automate common support tasks. This reduces the workload on support agents and ensures faster response times for customers.
Multi-Channel Support
Atlas supports multiple communication channels, including chat, email, Slack, Discord, Shopify, SMS, and WhatsApp. This ensures that customers can reach out through their preferred medium.
Best Atlas Use Cases & Applications
E-commerce Support
E-commerce businesses can use Atlas to manage customer inquiries across multiple channels, including chat and email. The session recording feature helps identify issues in the checkout process, while the help center reduces the need for live support.
SaaS Customer Success
SaaS companies can leverage Atlas to provide proactive support through automated workflows and personalized interactions. The customer timeline ensures that support agents have context for each inquiry.
Enterprise Ticketing
Large enterprises can use Atlas to handle high volumes of support tickets with features like SLA management, priority routing, and workforce management tools.
How to Use Atlas: Step-by-Step Guide
Sign up for an Atlas account and choose a plan that fits your business needs. You can start with a free trial to explore the features.
Set up your communication channels, such as email, chat, or WhatsApp, to start receiving customer inquiries.
Create ticket templates and automate responses to common queries using the chatbot workflows and rule-based routing features.
Monitor customer interactions through the unified timeline and session recordings to provide personalized support.
Use the reporting tools to analyze support performance and identify areas for improvement.
Atlas Pros and Cons: Honest Review
Pros
Considerations
Is Atlas Worth It? FAQ & Reviews
Atlas supports chat, email, Slack, Discord, Shopify, SMS, and WhatsApp, allowing customers to reach out through their preferred medium.
Yes, Atlas offers a free trial for all its plans, allowing you to explore the features before committing to a subscription.
Session recording captures user interactions on your website, helping support teams troubleshoot issues. Each plan includes a certain number of sessions per month, with options to purchase additional sessions.
No, Atlas allows unlimited levels of category hierarchy and articles in the help center, so you can create as many articles as needed.
Yes, Atlas integrates with tools like Slack, Jira, Hubspot, Salesforce, and more, enabling seamless workflows across platforms.