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Flawless customer experience is a must to keep online buyers coming back for more

Water Tight Integration with your Existing e-Commerce Platform

With Kapture CRM’s integration capabilities be rest assured of all integrations with your already existing ecommerce platform. Get all necessary information with respect to each customer and each order, all at one place without the struggle of checking through multiple tabs while working on each incoming request.

Existing e-Commerce Platform
Integrate your very Own Mobile App

Integrate your very Own Mobile App

With easy app integration, Kapture can help you upgrade your support system and make your business fully mobile.

  • Mobile App Chat
  • Kapture can allow your customers to send instant chat messages against their orders through your very own mobile app.

  • Give Instant Support
  • Solve real time issues and avoid delayed responses. Every delayed response can be a lost order. Increase your order booking chances by 20% with instant support.

  • Pull Customer Data
  • With each conversation, Kapture pulls important customer data and automatically updates your customer database and reflects all the latest information.

Sell More with Web Live Chat

With Kapture’s live chat support, empower your team to sell more. With effective up-sell and cross-sell strategies, help your website visitors shop more and increase your sales. This feature easily integrates with existing live chat plug-ins also.

Sell More with Web Live Chat
Integrate your very Own Mobile App

Manage Promotional Mailers

Send customized mailers to a varied set of audience with predefined templates. Be it an offer or a graceful hello, stay connected with your customers at all times.

  • Marketing Mailers
  • Save all marketing mailers on Kapture and send periodic promotional mailers to a filtered category of recipients from the overall customer database. Get detailed insights from each mailer campaign and know the conversion rate of each.

  • Subscription Reminders
  • Manage subscriptions and auto-send periodic renewal and fee reminders to your customers. Understand customer shopping pattern with the help of Kapture’s analytics and up sell bigger subscription packages.

Auto-Assign Tickets to Teams

Sit back and relax while Kapture automatically distributes all your incoming customer requests to your support executives, source wise, product wise, priority wise or based on any other predefined rules. Enjoy a clutter free space and see only the requests pertaining to your specific team. This, plus a live dashboard that gives you a segregated view of your customer requests – complaints, exchange requests, order issues, delivery issues or any other category.

Auto-Assign Tickets to Teams

Ticket Inbox – Better than your Mailbox

Each conversation pulled from multiple channels becomes a separate ticket with a unique ticket id. All your tickets lie within your ticket inbox, under relevant classified tags and labels. Allow your team to work on each of these tickets from the ticket inbox just like your regular inbox.

Set auto-assign or manually assign your tickets to another team member.

Assign

Access a clutter free inbox and get a filtered view of tickets assigned to you/your team only.

Filter

Check real time status of each ticket whether closed or pending.

Ticket Report

Access basic customer information from the same screen.

Customer Details

Deep dive into each ticket and learn the details of each case.

Details

Add notes to each ticket for future reference.

Notes

Dive into Data from the Past

Avoid hassle of opening multiple tabs to check for details and keeping the customer on hold for long.

Be prepared to take each incoming call, answer each mail and send a quick reply to all your chats with necessary case details available on your fingertips. Get a single screen view to each of your case details on the left side and conversation thread to the right side.

  • Customer & Order Details
  • With a flash of customer details on your screen every time a call comes in, your team can be well prepared in advance to take up the call. Know everything about the customer’s latest order, shipping address, mode of payment, refund status and other important details readily available on the dashboard.

  • Past Interactions
  • Keep track of customers past information like previous orders placed, exchange requests, refunds filed, complaints within single screen view. Ensure quick query resolution time with these handy information.

Orders

Easy Integration with Major Logistic Partners

Clients

Kapture easily integrates with your existing logistic solutions and gives your agent a firsthand information on the delivery status, delivery time and other issues pertaining to each order. Avoid checking in with the logistics team for every single order and help your customers with instant information on their order status. With small yet powerful tools reduce your team’s response time and increase their efficiency drastically.

Knowledge Base

Knowledge Base

Keep help ready to resolve complex issues. With an enriched library of videos, manuals, FAQs and articles, deliver instant support regarding product usage, installation, troubleshooting demos etc. Provide orientation and training to new members of the support team through an in-built knowledge base and make him ground ready from day 2.

Alerts & Escalations

Alerts & Escalations

Identify loop holes and reduce turnaround time with a good escalation system in place. Let the system alert support agents for all pending tickets. Get a filtered view of tickets which have been pending for long and need immediate attention. Kapture can auto-escalate tickets to team leads and managers if it is sitting idle in the support agent’s inbox for long.

Integrations

Integrations

Ticket Aging Analysis

Get a bird's eye view of your team's overall response on tickets generated. Measure and SLA deviations and take corrective actions. Monitor issues taking more time to resolve through system generated analytics.

Ticket Aging Analysis
  • Customer Order View
  • View customer’s entire order history and past interaction on the ticket dashboard while you are in contact with the customer and be fully equipped to answer any questions.

Aging Analysis

Understand average time taken for ticket resolution source wise or collectively. Take corrective measures whenever there is a deviation in response time.

Aging Analysis
  • Artificial Intelligence Built in
  • If there are repeated queries regarding a particular product or same issue getting escalated number of times system can automatically send a template based response and also alert the stakeholders. Get insights on when sales are expected to increase or decrease based on season, past data and plan your spends accordingly

Artificial Intelligence Built in
  • Agent Productivity
  • Monitor Agent’s quality of ticket resolution based on key SLA’s defined within the system. Get better view of top performers in the team and auto alerts if there is a deviation in key parameters defining good customer service

  • Ticket Filter
  • Tag and Filter tickets based on keywords. Get alerts and notifications based on keywords associated with a complain. Set different levels of SLA based on this.

Ticket Filter
Task Queues
  • Task Queues
  • Live dashboard to view agent availability, task in queue, calls, mails and other tickets waiting to be answered. Take instant decision and auto assign.

  • Knowledge Management System
  • Create a FAQ and agent training repository within the system to help your agents collaborate whenever necessary across the teams. It’s a ready reckoner for questions they may face any time during customer service. You can upload training material, Q&A, flash any urgent notification

Knowledge Management System
Feedback
  • Feedback
  • Configure feedback mechanism through the system, understand and analyse from your customers on how they think of shopping on your website and also how their issues are getting addressed by customer service team.

  • Reporting
  • Plot each and every parameter associated with great customer service

Reporting.jpg

Frequently Asked Questions.

Question

What’s the role of CRM for ecommerce companies?

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The CRM software improves the workflow and productivity of your e-commerce and other internet ventures.

First of all, the e-commerce or internet ventures are subject to higher customer expectations than most other verticals. The CRM for internet companies helps you achieve these lofty goals and high targets.

Kapture e-commerce CRM software helps you manage these different critical aspects of your business operations.

1. Order management – Kapture CRM integrates with your shopping cart software or the allowed shopping card. This allows you to review all orders within a single dashboard.

2. Mobility-enabled delivery operations – The mobile CRM allows your employee to review each delivery location and optimally plan each day. The e-commerce CRM helps you improve the number of orders delivered each day by taking the optimal routes.

3. Customer managementKapture e-commerce CRM provides end-to-end customer support. This allows you to manage high volume of enquiries while cutting-down on your FRT (first response time).

4. Kapture e-commerce CRM provides end-to-end customer support. This allows you to manage a high volume of inquiries while cutting down on your FRT (first response time).

If you are looking for the best CRM for e-commerce, you should definitely give try for Kapture CRM.

Question

What is an E commerce CRM and How Can It help you?

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What is an E commerce CRM?

An e commerce CRM helps companies automate key business operations helping them sell more products, get more leads and create a better support hierarchy.

The e commerce CRM helps businesses sell more products through a live chat support system. This live chat support system helps companies create effective upsells and cross sells that educates website visitors on all the offers available.

The auto ticket allocation feature can be used to automate ticket allocation for support related queries from the e commerce CRM. This increases the number of tickets solved and improves your support hierarchy. You can also access reports related to your support team to see if operations are at par with your support standards.

You can also use the CRM to send customized emailers to segments of your audience promoting products based on purchase history.

Question

What are the benefits of an E commerce CRM?

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The Ecommerce CRM software improves the workflow and productivity of your e-commerce and other internet ventures through,

1. Order management – The e commerce CRM software integrates with your shopping cart software or the allowed shopping card. This allows you to review all orders within a single dashboard.

2. Mobility-enabled delivery operations – The mobile e commerce CRM software allows your employee to review each delivery location and optimally plan each day. The best CRM for e-commerce helps you improve the number of orders delivered each day by taking the optimal routes.

3. Customer management – The best e-commerce for CRM also provides end- to-end customer support. This allows you to manage high volume of enquiries while cutting-down on your FRT (first response time).

4. The best CRM for e-commerce provides end-to-end customer support. This allows you to manage a high volume of inquiries while cutting down on your FRT (first response time).

Question

What are the best features of Kapture’s E-commerce CRM?

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1. The best CRM for e commerce increases support team’s efficiency with powerful ecommerce integrations and close more queries at the same time.

2. With easy app integration, Kapture can help you upgrade your support system and make your business fully mobile.

3. Kapture can allow your customers to send instant chat messages against their orders through your very own mobile app.

4. Solve real time issues and avoid delayed responses. Every delayed response can be a lost order. Increase your order booking chances by 20% with instant support.

5. With each conversation, Kapture pulls important customer data and automatically updates your customer database and reflects all the latest information.

6. Send customized mailers to a varied set of audience with predefined templates. Get detailed insights from each mailer campaign and know the conversion rate of each.

7. Sit back and relax while Kapture automatically distributes all your incoming customer requests to your support executives, source wise, product wise, priority wise or based on any other predefined rules.

Question

How to choose the best e commerce CRM for your business?

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You need to have some specific features that you should look out for in your search for the best CRM for e commerce.

1. You should be able to automate ticket allocation to agents for support related queries.

2. You should be able to send automated promotional mailers based on customer purchase history

3. The best CRM for e commerce business will let you Integrate the CRM into your shopping cart so that you can view all the orders placed on a single dashboard.

4. Know everything about the customer’s latest order, shipping address, mode of payment, refund status and other important details readily available on the dashboard.

5. Keep track of customers past information like previous orders placed, exchange requests, refunds filed, complaints within single screen view.

6. Easily integrate your existing logistic solutions to give your agent firsthand information on the delivery status, delivery time and other issues pertaining to each order

Question

Latest Statistics of Businesses using E-Commerce CRM and how it has helped Businesses

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It’s 2020 and customer relationship management (CRM) software is now a must-have for most e-commerce businesses. Infact, CRM is now anticipated to reach more than $80 billion in revenues by 2025.

Customer relationship management in e-commerce has helped businesses take their sales and customer support to the next level. E-commerce is in need of retrieving customer data in real-time, with mobile and cloud solutions leading the way.

Kapture CRM in e-business helps e-commerce businesses automate their sales and customer support processes. In particular, online businesses are leveraging Kapture CRM for order management, ticket management, omni-channel customer interactions, self-service and knowledge management system (KMS). Some advantages of CRM for e-commerce include:

Advanced automation process - Kapture’s e-commerce CRM, with its advanced tools, can help you automate and streamline your entire ticketing processes, which could include a call center, a service center or field force management.

Update your customer profiles - Kapture CRM allows you to spontaneously gather information about your customers and update it every time the customer visits your website or makes a purchase. Continually updating your information allows you to target your customer groups more effectively based on their changes.

Aggregate customer behaviour for marketing campaigns - An e-commerce CRM gives you the capability to send customized targeted emails to customers based on different actions that they take on your website.

Maintaining a record of customer service requests - Another e-commerce CRM feature that allows you to keep a track of each customer's behaviour and queries which can later turn out to be a great piece of information making your customers feel more connected to your brand.

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