Customer support workspace · Built in Zagreb · Hosted in the EU
Every channel. One screen.
Zero “have we spoken before?”
Your agents stop tab-switching between WhatsApp, voice, email, and Instagram. Your customers stop repeating themselves. You finally see what is happening across your support floor, in one timeline, in real time.
Hosted in the EU · GDPR by design · Live in 7 days
Channels
10
Channels in one timeline. Voice, email, web chat, WhatsApp, Viber, Instagram, Facebook Messenger, AI ChatBot, FAQ ChatBot, web form.
First response
< 30 sec
Median first response with AI, chatbot, and routing engaged. Without automation, support floors typically sit at 1.5 to 3 minutes.
CSAT lift
+10–20 pts
Typical CSAT improvement when teams move from fragmented tools to one omnichannel timeline. Faster replies, better context.
Tuesday, 14:37
It is the third time today the same customer has explained the same problem.
Once on Instagram on Monday. Once by phone an hour ago. Now on email.
Three different agents. Three different fragments. No shared notes.
Your agent apologises. Again. Your customer hangs up. Maybe forever.
You are not understaffed. You are split across six tools that do not talk.
The shift
When the same customer touches your business, every word lands in the same place.
The Instagram DM from Monday. The call from this morning. The email that just came in. Same timeline. Same case. Same shared notes.
Your agents pick up where the last conversation left off in seconds. Your customers feel known. You see a quiet support floor instead of a frantic one.
Maja, Tuesday 10:42
51 seconds, end to end.
10:42:00 – Instagram DM lands, tagged “VIP, open case from yesterday.”
10:42:14 – Timeline opens. Yesterday’s email at 16:30. Last week’s call at 11:08. Owner: Iva.
10:42:38 – Reply sent, referencing yesterday’s email by line.
10:42:51 – Case auto-closes. Supervisor dashboard pings.
51 seconds. In the old workflow it was seven minutes. Multiply across hundreds of cases per week.
VIP, open case from yesterday.
Yesterday’s email and last call open. Replying now.
Case closed. Supervisor notified.
51 seconds · 1 case · 3 channels merged
Three things that make it work
A workspace built to remove friction, not add another tab.
Inbox that sorts itself
Conversations rank by SLA, channel, and customer history automatically. Your senior agents see the right tickets first.
Cases that span channels
Email, call, DM merge into one case with shared notes. The next agent sees the full thread, not a fragment.
Reports your CFO will read
Per-channel, per-agent, exportable in two clicks. CSV or straight into your BI stack.
Every channel they prefer
Wherever they message you, your team sees it on the same screen.
Voice
Web chat
Viber
Facebook Messenger
AI ChatBot
FAQ ChatBot
Web form
Who uses it
Built for teams that cannot afford a dropped thread.
E-commerce
Order questions across DMs, web chat, and email – one view per customer, peak season included.
Logistics
Operations that cannot afford a dropped thread, with full call recording and audit trail.
Finance
EU residency, audit trail, role-based access. Compliance you can hand to legal in one PDF.
Gaming
Support that does not collapse at peak, with chatbot triage and instant human handoff.
In their words
What teams say after the switch.
“Prije implementacije SKYDESK rješenja, naš tim se svakodnevno suočavao s velikim brojem ponavljajućih upita o statusu pošiljki i terminima dostave. SKYDESK je razvio napredni chatbot prilagođen specifičnostima dostavne industrije, koji razumije kompleksne procese i korisnicima pruža točne informacije u stvarnom vremenu. Danas značajan dio komunikacije rješavamo automatizirano, uz veću brzinu i manji operativni trošak, dok naši agenti imaju više vremena za rješavanje složenih situacija.”
Nikola Planinić
Direktor operacija / COO · IN Time
“U iGaming industriji brzina i korisničko iskustvo čine ključnu razliku. SKYDESK nam je omogućio vrhunski dizajn web chat sučelja koji se savršeno uklapa u naš brand i pruža intuitivno iskustvo igračima.”
“Najveća vrijednost je u brzini – platforma omogućuje izuzetno brzo procesuiranje web chat upita, bez zastoja i uz minimalno vrijeme čekanja. Naši agenti mogu paralelno voditi više razgovora, dok korisnici dobivaju trenutne i relevantne odgovore.”
“Rezultat je veći engagement, duže zadržavanje korisnika na platformi i značajno poboljšano ukupno korisničko iskustvo.”
Marta Marija Škondro
Voditelj odjela online korisničke podrške · Favorit sportska kladionica d.o.o.
“Prije implementacije SKYDESK rješenja, naš tim se svakodnevno suočavao s velikim brojem ponavljajućih upita o statusu pošiljki i terminima dostave. SKYDESK je razvio napredni chatbot prilagođen specifičnostima dostavne industrije, koji razumije kompleksne procese i korisnicima pruža točne informacije u stvarnom vremenu. Danas značajan dio komunikacije rješavamo automatizirano, uz veću brzinu i manji operativni trošak, dok naši agenti imaju više vremena za rješavanje složenih situacija.”
Nikola Planinić
Direktor operacija / COO · IN Time
“U iGaming industriji brzina i korisničko iskustvo čine ključnu razliku. SKYDESK nam je omogućio vrhunski dizajn web chat sučelja koji se savršeno uklapa u naš brand i pruža intuitivno iskustvo igračima.”
“Najveća vrijednost je u brzini – platforma omogućuje izuzetno brzo procesuiranje web chat upita, bez zastoja i uz minimalno vrijeme čekanja. Naši agenti mogu paralelno voditi više razgovora, dok korisnici dobivaju trenutne i relevantne odgovore.”
“Rezultat je veći engagement, duže zadržavanje korisnika na platformi i značajno poboljšano ukupno korisničko iskustvo.”
Marta Marija Škondro
Voditelj odjela online korisničke podrške · Favorit sportska kladionica d.o.o.
“U poslovanju s izuzetno velikim brojem artikala i svakodnevnih upita, bilo nam je ključno imati sustav koji može objediniti sve komunikacijske kanale i povezati ih s našim CRM-om. SKYDESK se pokazao kao idealno rješenje – integracija s CRM-om omogućila je našim agentima brži pristup točnim informacijama o proizvodima i kupcima, što je značajno ubrzalo obradu upita.
Dodatno, implementacijom SKYDESK-a uspješno smo objedinili više od 50 različitih telefonskih brojeva i routing shema, čime smo centralizirali i optimizirali upravljanje pozivima. Danas kroz jednu platformu efikasno procesuiramo veliki volumen dnevnih poziva, chatova, WhatsApp poruka, e-mailova i upita zaprimljenih putem web forme.
Rezultat je bolja organizacija, brži odgovori i značajno unaprijeđeno korisničko iskustvo.”
Bruno Vicković
Voditelj kontakt centra / Head of contact center · Tokić d.d.
Why it exists
Built in Zagreb by people who ran support floors before they wrote the software.
We host inside the EU, answer in your timezone, and ship features in days, not quarters. We do not sell seats – we install workspaces.
The call
Show me what 20 minutes can do.
Bring your channel list. We map every one and show how your support looks on your own data. It is free. You leave with the map either way.
Made in Zagreb · Hosted in the EU · GDPR by design