Grasp

Grasp pulls the messages a business receives across several channels into one timeline for each customer, so that whoever picks up a case can read the full history before replying. The platform is aimed at service and support teams, and the company presents it as a way to keep a personal touch while handling a large number of contacts.

One timeline for every customer contact

Customers often reach a business by email, by phone, through chat or on social networks, and in many firms each channel is handled by a different person or a different tool. The result is that a customer repeats the same problem to each new colleague. Grasp places every contact moment into one timeline, so the agent who opens a case can see what was said earlier, whichever channel it came through. The company says this makes it possible to get the answer right the first time and to stop asking customers to tell their story again.

A shared team inbox across channels

The product includes a team inbox, a shared workspace in which colleagues answer customer messages together rather than passing them between personal mailboxes. Messages can come in via email, WhatsApp for Business, Messenger or Instagram direct messages. The company argues that meeting customers on the channels they already use makes a business easier to reach, and that the real difficulty lies in keeping control of those conversations as their number grows.

AI tools inside the inbox

Grasp now places AI at the centre of its messaging. The company describes tools built into the team inbox that help staff reply more quickly and that turn customer interactions into insights a business can act on. Its own wording frames this as putting AI to work for the team, and the company does not attach a figure to the time saved, so the benefit should be read as the stated aim of the feature set rather than a measured result.

Starting conversations before the customer asks

Grasp also supports proactive contact. A team can open a conversation about something a customer is likely to want to know, after mapping out that customer's needs, rather than waiting for a complaint. The company treats this as a way to stay one step ahead of customers and to show that the business is paying attention. It sits alongside reactive support in the platform's feature list.

A help centre and a free trial

Grasp runs a help centre with answers to common questions, and it offers prospective users a free trial or a demonstration booked through its site. The company presents the product as a way to bring multiple lines of communication together and create one story from every contact moment, and it says the approach gives a business back control of its customer service.