Company Research Report: Atlas Support, Inc.

Company Overview

• Name: Atlas Support, Inc.

• Mission: Transform customer support from a cost center into an engine of product innovation.

• Founded: Date not specified

• Founders: Jon and Rahul

• Key People: No information is available

• Headquarters: 6701 Koll Center Parkway, Suite 250, Pleasanton, CA 94566

• Number of Employees: No information is available

• Revenue: No information is available

• Known for: Atlas is known for providing an all-in-one support platform designed to streamline customer support operations by integrating various customer data and communication tools.

Products

Overview

Atlas provides a suite of integrated support tools aimed at improving customer experience and operational efficiency. The main products include:

1. Timeline

• Description: A chronological view of a customer's entire journey.

• Key Features:

• Tracks customer's history in an easy-to-follow timeline.

• Offers insights into past interactions and behaviors.

2. Smart Assist

• Description: AI-powered tool for enhancing support responses.

• Key Features:

• Suggested responses, articles, and summaries.

• Supercharges support team productivity with AI.

3. Session Replay

• Description: Allows customers to show their issues through session recordings.

• Key Features:

• Records user sessions for a visual representation of their experience.

• Helps in diagnosing customer issues more effectively.

4. Omnichannel

• Description: Unified communication interface.

• Key Features:

• Integrates chat, email, SMS, WhatsApp, and Slack.

• Centralizes customer communications.

5. Insights

• Description: Analytical tool for support tickets.

• Key Features:

• Analyzes tickets to uncover core customer needs.

• Reduces the need for a dedicated data analyst.

6. Chatbots

• Description: Automated support through conversational workflows.

• Key Features:

• Guides customers with customized chatbot workflows.

• Enhances customer journey with interactive support.

7. Keyboard First

• Description: Productivity tool for rapid navigation.

• Key Features:

• Supports rich hotkeys and a command palette.

• Facilitates quick action navigation across the app.

8. Search

• Description: Advanced search for powerful queries.

• Key Features:

• Allows performing searches across customer data.

• Doesn't require a data analyst to fetch insightful data.

9. Super Fast UI

• Description: Ensures a seamless user experience with no lags.

• Key Features:

• Designed for speed to avoid waiting for page loads.

• Enhances productivity by reducing downtime.

Integration Suite

• Slack: Directly respond to notifications and manage tickets.

• Sentry: View customers’ technical issues as they occur.

• Linear: Sync customer issues with project management.

• Jira: Integrate Jira tickets for follow-up reminders.

• Segment: Add custom events and customer data.

• HubSpot: Sync customer data between Atlas and Hubspot.

• Salesforce: Integrate and sync customer data.

• Pipedrive & Close: CRM integrations to enhance customer data management.

• Retool & Bubble: Use internal dashboards within Atlas.

• Aircall & Dialpad: Integrate call functionalities and transcripts.

• Twilio: Contact customers through multiple channels like call, SMS, or WhatsApp.

Recent Developments

Launch Week Features

• Day 1 - 📆 Scheduling (Aug 26th, 2024)

• Shift scheduling for teammates.

• Time-off request management.

• Ticket redistribution after shifts.

• Dynamic ticket routing.

• Day 2 - 🛎️ Customer Portal (Aug 27th, 2024)

• Customer and account ticket views.

• Custom forms for ticket submissions.

• Day 3 - ❔ Conditional Fields (Aug 28th, 2024)

• Custom fields with dynamic values.

• Enhanced data entry and relevance.

Other Key Updates

• Dark Mode (Jun 19th, 2024)

• Dark UI theme to reduce eye strain and improve UI aesthetics.

• 2FA Security (Jun 18th, 2024)

• Two-Factor Authentication to enhance account security.

• Enhanced Attachment Previews (Jun 21th, 2024)

• Improved previews for ticket attachments.

• Easier navigation and download options.

Recent Integrations

• CRM Integrations (Oct 10th, 2023)

• Salesforce, HubSpot, and Close integrations for comprehensive customer data management.

• Phone Integrations (Oct 10th, 2023)

• Dialpad and Aircall integrations to handle customer calls and transcripts.

Reporting and Analytics

• New Reports and Filters (Apr 10th, 2024)

• Comprehensive reporting tools for tags, help centers, and session recordings.

• Introduction of saved filters and customized field filtering.

Session Recording Enhancements

• Playlist Autoplay (May 28th, 2024)

• Continuous playback of user session recordings.

• Data Masking Improvements (May 28th, 2024)

• Improved options for masking sensitive data.

Data Management

• Export to CSV and Save Ticket as PDF (Mar 19th, 2024)

• Exporting and sharing data for better accessibility and documentation.

This detailed, information-dense report encapsulates the core functionalities, recent developments, and key offerings of Atlas Support, Inc., deriving insights from the data provided.