How to Go From Good to Great Customer Support

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In the present scenario, customer satisfaction has become the most important factor for a brand or an enterprise. Companies strive hard to make the customer experience as smooth as possible. This kind of recognition is a product of consumer awareness and globalization. The consumer’s voice is more vocal than ever as they dictate the policies of every company. Some companies even take up social stances because of overwhelming public opinions on certain issues. In such a consumer conscious market, it’s necessary to understand the process of handling customers and providing solutions.


Chat Integration:

Chat integration stores previous customer interactions so that your support team can instantly access relevant customer information. Personal communication will help boost customer relationships and sales. Chat is integrated with the CRM software so that agents can recognize customers and be more productive while providing solutions. Kapture CRM lets you create Auto responsive templates so that your customers do not have to wait for a response. For example, the chat automatically greets the customer while the agent is being assigned, this keeps the client engaged till they are attended.



Customer Self Service (CSS) is an important feature that should exist in all CRM systems. CSS allows your clients to perform standard actions like setting up accounts and payment methods without the presence of a Customer support representative. The self-service feature saves a lot of time for the support agents as the information entered gets updated instantaneously.


Kapture’s Email Solution:

Kapture’s powerful ticketing dashboard lets you categorically filter through a large number of tickets from multiple channels and seamlessly integrates all communication channels in one unified platform. Queries from emails and social media platforms get converted to tickets immediately so you never lose track of them. Your inbound calls get converted into voice tickets and customers can directly converse with your support staff with the customer enquiry channel.


Interactive Voice Response:

Interactive voice response is very convenient in routing calls to specific departments. The customers call the company and they choose options from the prerecorded voice. This gives them options which are categorized into sections so that the query can be solved with the appropriate agent with the necessary knowledge to do so. IVRs accelerates the process of customers getting solutions for their queries.


Service level agreements:

Service level agreements allow service and support representatives to track the time it takes to solve a query. The SLA is set up in such a way that an unresolved or unattended ticket gets automatically escalated to a higher level representative who is well equipped to handle the situation. This ticket keeps repeating itself until the ticket/query is resolved. This promotes a sense of accountability and responsibility within the service and support teams. SLA assures that every ticket/query is attended to which improves customer satisfaction drastically.


Social Media Integration:

With leads being tracked from all social media platforms like Facebook, Google, Instagram, LinkedIn, etc, the CRM allows you to segregate leads from social media platforms and organizes them based on priority so that the support agents can provide solutions as soon as possible.

Customers recognize the ease of doing business with a company and are grateful for it. Embedding these features into a CRM will only improve customer relations rapidly. The sales and service team can work seamlessly with each other to provide the most optimal customer experience possible.


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