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What it does? Why it is important? Features Who can use? Why Kapture?

WHAT IS CUSTOMER SUPPORT SOFTWARE?

Customer support operation is an integral part of every business enterprise today and will continue to be the focal point in the coming years too. Customers reach out to brands through various channels and platforms to report their queries or to receive updates. A customer-centric business must cater to their customer’s changing expectations to receive a high customer satisfaction rate.

What is Customer Support

Earlier, customers chose either mail, chat, or call to reach out to businesses to report their grievances. But, with the advent of technology and the rapid increase in social media platforms, customers started reaching out through Facebook, WhatsApp, and several other platforms. To meet all these expectations what companies need today is automated customer support which is organized and efficient enough to accurately resolve all customer queries.

What Customer Support Software has to Offer?

In simple terms, Customer Support Software is an organized system that receives inquiries from customers and relays messages to service agents or representatives so that they can provide accurate customer service. Leveraging the benefits of technology all customer support software today are a cloud-platform that is automated and efficient.

Customer Support Offer

With an automated customer service solution businesses can ensure a smooth workflow as well as boost productivity. High customer satisfaction is what most businesses today aim to achieve. A highly efficient customer support software with excellent features like Omnichannel support, a self-service portal, and AI-driven chatbots makes your goal easy to achieve along with providing your customers with a smooth customer experience.

The Importance of a Customer Support Software

Excellent customer service software is an indispensable part of customer-centric enterprises. The gallop of technology has paved the way for higher customer expectations and demands. With a siloed approach meeting up with these expectations and ensuring a good customer experience is never achievable.

This is where an automated SaaS-based customer support system like Kapture CRM comes in. Engaging with your customers, knowing their pain points to provide solutions accordingly, and building a healthy customer relationship is imperative to boost your customer retention rate as well as to create a loyal customer base. Loyal customers are always your brand’s best asset and to retain them businesses have to leverage all the benefits of a Customer Support Software like Kapture.

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How Can You Provide Proficient Customer Support?

Modern problems need modern solutions. In this era of technology, businesses need to adopt new techniques and incorporate them into their business intelligence strategies. To achieve customer loyalty, businesses need to cater to customers’ ever-changing needs and demands. To ensure a smooth workflow an intelligent customer support software with several features and excellent tools is inevitable.

What is Customer Relationship Management (CRM)

Customer Support Offer

CRM or Customer Relationship Management is the process where brands connect with their potential as well as new customers and maintain customer relationships. An efficient CRM software like Kapture helps businesses in managing, organizing, and maintaining customer service experience. With an automated SaaS CRM software, managing daily customer service operations is never a complicated task, rather a productive one. Some of the excellent features that a CRM can offer are:

AUTOMATED TICKETING SYSTEM

All inquiries, complaints, communications, and requests from customers automatically get assigned under the head “Tickets”. With efficient Customer support software, managing tickets is easy and it ensures a smooth workflow by reducing ticket backlogs. With an all-in-one ticketing system, businesses can maximize their customer satisfaction rate as well as boost agent productivity.

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Ticketing
Omni Channel

OMNICHANNEL SUPPORT

With multiple social media platforms, customers reach out to businesses through their preferred medium of choice. Earlier it was merely through chat, mail, or calls, but with the emergence of Twitter, Facebook, and What's App, social media channels are also one of the most preferred mediums of customer interaction. An Omnichannel support system integrates queries from...

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AI- DRIVEN CHATBOTS

Keep up with the times and provide real-time service to customers with AI-driven chatbots. Kapture chatbots organize and analyze customer queries using algorithms and direct them to the accurate departments accordingly. Chatbot is also one of the best tools to engage customers in real-time conversations and provide accurate solutions.

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AI Live Chat
Omni Channel

KMS

A knowledge portal is an integral part of every business as it provides reference articles and details about the products as well as the guidelines to be followed. An efficient KMS is imperative for employees to provide accurate information and service to their customers. Make work-related content and information easily available for your employees. AI chatbots are effective in terms of receiving instant customer feedback so that employees can make necessary changes to fill the gap.

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SELF-SERVICE PORTAL

The best way to provide effective customer service to your customers is to help them serve themselves. Consumers can find quick responses to the frequently asked questions which results in faster query resolution. Self-service portals automate repetitive queries and organize them into an FAQ format. This way customers can get instant solutions for their simple queries and businesses can provide efficient customer service experience to their clients.

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Self Service Portal

Who can use Helpdesk Customer Software?

Customer support software is for businesses of all sizes or forms. The best types of customer service systems are scalable for anybody.

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For Startups

Startups need to focus on customer service as much as well known brands because initial growth of any business is dictated by how good their service is.

They can make a case for themselves by being known as a brand that values customers’ needs. They can most definitely stick to simple ticketing systems will omni-channel support to effectively cater to their customer base.

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For Small & Medium Businesses

SMBs usually operate and specialise in one field. They need to focus on giving their customers prompt service always. What they can opt for is an industry specific B2B customer support software so they are better equipped to tend to their customers on a daily basis. Integrations which are tailor-made for certain industries will surely come in handy for SMBs.

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For Large Enterprises

Enterprises require very specific customisations and integrations because they serve a varied range of customers, which are more likely to be in the millions.

A powerful and seamless customer service software system would fall under their needs.

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Why Kapture is the best customer support software?

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Fastest Go Live

Kapture CRM has a dedicated team that makes your implementation process easier and faster.

We stand out from the crowd because our implementation team provides a personalized experience for every customer. Count on Kapture CRM to go live faster without hassles.

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Powerful Integrations

Kapture provides a seamless and uninterrupted customer experience using its 1000+ API integrations with

the most commonly used third party applications. Customers can pick and choose their preferred requirements and enjoy a seamless experience with multiple platforms available all at one centralized location.

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Seamless UI and UX

Kapture CRM is one of the best customer support software that has an easy to use UI and UX interface.

In addition to easy usage, the software is easy to set up and provides seamless navigation for users.

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Scalable Yet Powerful

Kapture is a powerful robust CRM that is flexible and scales with your enterprise.

Along with being powerful, Kapture is also unique in terms of its customization, making it a powerful customizable CRM.

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Reporting & Analytics

Kapture has access to 500+ report formats and receives useful insights from customer feedback

and several other data. It has in-built analytics and reporting features that help you strategize and gain foresight. In addition to this, Kapture CRM also provides an easy to access clickable dashboard to ensure a smooth workflow.

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