Kapture’s internal help desk software creates workflows that help auto-assign queries to the right teams. Set predetermined rules to prioritize delayed requests and escalate tickets to team leads when SLAs are breached.
Raise tickets for varied requests from a single point - laptop issues, software upgrades, travel claims reimbursements and others.
Let employees keep track of their ticket’s status and follow up accordingly. They can further escalate it and get real-time notifications pertaining to the ticket status.
Kapture pursues seamless integrations with platforms - ERP, Shopify, WooCommerce, Unicommerce, Magento & Logistics Partners as well as deep integrations with cloud telephony sources - Knowlarity, Ozonetel, Exotel and others.
Kapture provides the ideal platform for quick resolutions with its in-built chat feature that helps you communicate with the designated agent by initiating a chat from the ticket page.
Agents can access the required knowledge to tackle complex queries and deliver the right solutions to customers. Kapture’s knowledge repository guides your team to know the right information in real-time.
We received an average of 12,000 queries per month in the form of calls and emails and Kapture helped make it seem as though there weren’t as many; as managing, prioritising and resolving tickets on a single application helped our team increase our first-call resolutions and improved our average TAT– which has now decreased to just 20 minutes from more than an hour!