Kapture Service CRM App is a scalable and enterprise-customizable cloud-based platform for end-to-end customer service management.
When a customer fires in a query, view and track past interactions including Social Media conversations, order history, past issues resolved and more. Get a snapshot of a customer’s basic details in just a jiffy to provide highly personalized service and an instant resolution. No more time lags and waiting queues. You can ensure your customers are tended to within a matter of seconds.
Tackling the same issue twice is not going to be a bother anymore. On the customer support software, you can set up a trigger-based workflow for frequently received queries and using the automated listings, resolve issues faster and better.
Let your agents dive into a pool of all relevant and required information at any time to solve complex queries. Proactively learn about the important details of your customers while engaging with them.
Sort, assign, resolve or delete multiple tickets in a single step. Improve your agents’ productivity with bulk actions and focus on delivering solutions.
On the service management software, organize your tickets using tags and folders to enjoy a clutter-free inbox. Set different priorities for each ticket so that your agents can start working on issues that require immediate attention.
Merge your multiple tickets into a single thread and improve your agent’s productivity. This lets you get all relevant data on a single stream, clearing any confusion of hold ups.
Get instantly notified about unattended issues and auto-escalate urgent events to the senior managers with the SLA’s and escalation matrix.