The Ultimate Guide to Designing a B2B and B2C Escalation Matrix

The Ultimate Guide to Designing a B2B and B2C Escalation Matrix

There are usually three support levels in a call center in a call center. Level 1: Support Agents Level 2: Skill Based Agents or Customer Satisfaction Agents. Level 3: Management employees who resolve queries faster and delight the customer instantly. The contact center has certain Service Level Agreements (SLA’S) that state a certain ticket must be closed within a pre-determined amount of time. The backend is set with a parameter that auto allocates a ticket…

It’s Here: New Way for Magento Store Owners to Personalize the eCommerce Store Experience

It’s Here: New Way for Magento Store Owners to Personalize the eCommerce Store Experience

With the explosion of the internet, online businesses are raging. New products that solve problems are the name of the game. E-commerce companies are now on their way to transforming the buying experience on a daily basis. Keeping this new trend in mind, Kapture CRM rolls out a new feature where Magento powered store owners can use the Power of API’S to integrate the cloud-based CRM into their store to help them manage their service…

How Knowledge Management System Helps you Learn More About your Product [Infographic]

How Knowledge Management System Helps you Learn More About your Product [Infographic]

In Organisations’ efforts to reduce support costs, the Knowledge Management System has proven its worth in gold. Constantly restoring agent’s awareness about new processes and guidelines, KMS Integration shows crucial Information in the form of blog-like articles. Get in-depth insights into all the smart features you can get with Kapture KMS Implementation in this Infographic.

A Scientific Approach to Collect Tertiary FMCG Customer Data

A Scientific Approach to Collect Tertiary FMCG Customer Data

In the past 3 years, the Indian FMCG market has exploded with the ‘Sachet Phenomena’. The biggest players in various niches have started aggressively pursuing customer acquisition with the introduction of low priced sachets’ in the price points of ₹ 1. Distribution aside, the advertising costs of these products are in the tune of crores, all the while hoping and praying that sales would rise. There is an inherent defect to this hope and pray…

Six Tips for Following Up with Clients Without Being Overbearing

Six Tips for Following Up with Clients Without Being Overbearing

Following up with clients is a necessity if you want to take advantage of the client list that your company has worked hard to build up through the years. However, you need to tread carefully when you’re reaching out to clients to avoid coming across as pushy or overbearing. By making slight tweaks to your follow up practices, you can improve your results so that clients will always see you as a provider of much…

Why Events Should be Part of your Marketing Strategy

Why Events Should be Part of your Marketing Strategy

Events have quickly become a crucial element of every savvy company’s marketing strategy. According to a recent study commissioned by The Content Marketing Institute, 80% of marketers situate live events as crucial to their company’s success, and 56% use in-person events as their top strategy, overtaking email marketing and digital advertising. This trend shows no sign of stopping, as the prevalence of event marketing is rapidly increasing. From internet behemoths Google and Hubspot, right down…

13 Powerful Phrases You Need to Use for a Great Customer Support

13 Powerful Phrases You Need to Use for a Great Customer Support

Behind every successful business lies wonderful customer support. Yes, I know that a flourishing company does not merely depend on an amazing customer support service but it is one of the key elements to retain and grow your audience. You will understand this better if you transfer yourself right into the shoes of the customer. You are calling to inquire about something or to fix some unsolvable issues that you are facing regarding some service…

The Ultimate Guide to Delivering an Excellent Localized Customer Experience

The Ultimate Guide to Delivering an Excellent Localized Customer Experience

Localization isn’t just a matter of making your products and services available to people in a new region or country. Successful localization requires a holistic approach that takes into consideration the cultural and cultural norms of your target market. You need to maintain brand consistency across all regions, whilst simultaneously remaining sensitive to the needs of each audience. The process isn’t easy, but it’s worth it; penetrating foreign markets provides you with access to new…

How Modern Learning Management System Works

How Modern Learning Management System Works

Knowledge Gaps hinder employee productivity and a Learning Management System helps close these gaps so that everyone in the organization is on the same page. To improve efficiency and to ensure that teams work as one unit, an LMS system works as a means of educating learners regarding new policy updates and updated information by reducing overhead and study time. This infographic depicts how modern LMS works.

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