Address queries from any medium using omni-channel support software

A unified dashboard consolidates email, chat, call and social media tickets

Add value
to your business

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Omni Channel Support

Kapture CRM service management integration helps you focus on the customers’ conversations, enabling you provide exceptional customer service through each and every customer support channel.

Phone Support

Phone support is one of the primary mediums of getting in touch with a business for customers across the globe. Our customer service CRM enables you to:

  • Integrate all calls by setting up a cloud-based telephone number.
  • Receive, record, and track calls readily with customer phone support.
  • Real-time call recordings allow you to assess your phone support agents’ productivity.
Streamlined Email Support

Integrate multiple email accounts such as Yahoo, Gmail, Outlook, etc. with Kapture to have an entire thread of conversation with all necessary details in one inbox.

Categories your emails into different folders and segregate the conversation team-wise. Set priorities for your email ticketing based on their severity status - High, Medium and Low. This helps the agents cater to tickets which require their immediate attention.

You can also auto-allocate email tickets department-wise. For instance, email tickets with specific keywords like “invoices” or “costs” can be auto-allocated to the finance team. Set auto-response, escalate on different levels if a ticket is unattended and crosses a set period of time. Send customized emails from Kapture’s pre-defined email template inventory and make your customers feel special.

  • Redirect VIP clients to Top Level Management
  • Predefine different levels of email escalation
  • Set auto-responses to let your customers know that you care
  • Merge multiple tickets with same issues into one thread
  • Prioritise your email tickets based on their severity status – High, Medium and Low
  • Auto-allocate email tickets department wise
Social Media Support

Kapture service CRM software fetches conversations from social media platforms onto one inbox, making it easier for your agents to engage with your customers on different social channels.

Efficiently manage customer feedback and reviews through social support.

View and respond to tweets, posts and messages directly from the service CRM app.

Live Chat

Boost your team’s productivity with Kapture’s AI powered chat solution. Set automated responses to common queries, optimize resolution time and offer faster query resolution. Assign or allocate multiple tickets to one agent and let AI deal with the generic tickets while said agent is resolving the high priority tickets.