Customer support software is a tool that allows your business to organize, track and resolve customer requests from a single platform. Customer support software equips your support agents with the tools they need to provide a five-star experience to the customers. Agents will find it simpler to stay organized, obtain information to answer queries, and keep up the promises they made to the customers.
A customer support software ensures to simplify the management process in contact centers, service centers and field service. The software has built-in intelligence, an automation system, and multi-channel capabilities to assist customer-facing staff in providing the best service possible.
An efficient customer support software aims to live through the expectations of the customers and give them the best-in-class service which they deserve from a company.
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It is the central system that logs and organizes customer complaints into tickets and follows their progress from acceptance to resolution.
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Complaints coming from different channels like chats, calls, emails, and social media can be viewed and resolved through a unified dashboard.
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A self-serve portal containing answers in the form of FAQs and AI powered bots to solve petty and common customer queries, saving agent’s time.
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With the help of graphs, statistics, and customer feedback, the customer support team and managers are able to evaluate and improve their own performance.
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Automate repetitive or regular tasks such as answering repeated customer inquiries and administrative chores such as filling out forms or generating daily reports to save time and increase the productivity of agents.
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Helpdesk may be integrated with third-party software to increase the number of functions and data access to your customer support agents.
Modern problems need modern solutions. In this era of technology, businesses need to adopt new techniques and incorporate them into their business intelligence strategies for better customer service.
With Kapture’s Customer Support software solution, you can expect:
Faster resolution to customer queries
Increased agent productivity
Better understanding about customer’s problem
Lower operating costs
Transparency in internal communication
Kapture has tools and features that aim to enhance the customer service experience.
It uses the data and analyzes it in order to provide a contextual and personalized customer support experience.
Ticket escalation Contextual escalation matrix to intelligently select the most suitable agent for resolving the ticket.
Ticket filtering Automatically filters and sets the priority of the ticket based on the keywords used by the customers.
Ticket queue management Manages the tickets and assigns them according to priority to avoid any choking in the ticket management process.
Canned replies The system automatically reads the issue in the raised ticket and suggests the most appropriate reply to the agent, saving their time.
Powerful search bar Searching for quick and contextual responses to customer queries made easy and simple under one knowledge base.
Agent assistance window It uses Artificial Intelligence and Machine Learning to understand and scan the knowledge base to provide the most accurate solution.
FAQs engine Design the most FAQs in your knowledge base so that customers can go throught them to get solutions without reaching the agents.
Unified knowledge base Articles, presentations, training videos and all the content useful for resolving the issues faster accessible from single point.
Social media Agents have access, can reply and resolve issues across multiple social media platforms through a single dashboard.
Payment gateways Agents can easily collect and view payments made by customers with ease.
Logistics Track, schedule and manage orders of the customers in logistics in one go.
Access management Gives your agents the ability to modify orders as per requirements from any department
Kapture provides a seamless and uninterrupted customer experience through 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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Kapture gives access to 1000+ 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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Customer support software is for businesses of all sizes or forms. The best
types of customer service systems are scalable for anybody.
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.
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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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.
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.
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.
Learn More
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.
No, there is no certain limit for the number of users that can use the software.
Yes, you can get scheduled reports on your mail-in in more than 1000+ reporting formats.
Yes, we can integrate with existing CRM systems being used on your platform.
45 days is the ideal implementation time but we always try to make it sooner for you.
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