E-Commerce Ticket & Helpdesk Support Software

Helpdesk & Ticket Management Software

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Flawless customer experience is a must to keep online buyers coming back for more and build trust on the e-store

CHAT

Instant chat plug in for website. Automated chat workflow to direct queries based on order, refund, delivery, etc. to relevant team with preset templates. Get a conversation going with an internal chat plugin that engages website visitors. Set up automated chat workflows to resolve common queries, process refund requests and respond to product enquiries with automated self-service templates.

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CALLS

Plug n Play cloud telephony, IVR, EPABX configuration to monitor inbound and outbound calls. Call recording, Shift Management and agent monitoring from the platform. View customer details before answering the call and be more prepared

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SOCIAL MEDIA TICKET

Manage queries and tickets raised through Facebook, twitter and other channels. Reply from the single interface without logging into multiple accounts. Assign tickets raised to relevant department

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IN APP MESSAGING

Connect your mobile app SDK and answer customer queries centrally. Route the queries based on issue type automatically. Never let a query go unanswered Route incoming tickets to the right department by connecting your Mobile App SDK with Kapture CRM.

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OMNICHANNEL SUPPORT

Single platform to manage multiple ticket sources. Use the omnichannel ticket inbox to respond to phone, calls, emails, chats and social channels on a unified dashboard.

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Water Tight Integration with your Existing e-Commerce Platform

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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.

Integrate your very Own Mobile App

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

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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

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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.

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.

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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.

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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.

ASSIGN

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

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FILTER

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

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STATUS

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

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CUSTOMER INFO

Access basic customer information from the same screen.

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DETAILS

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

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NOTES

Add notes to each ticket for future reference.

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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.

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Easy Integration with Major Logistic Partners

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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

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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

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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

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