Get notified about chat requests instantly. Our live chat support even allows for attaching images, videos and files in the chat.
Enable your agents to quickly respond to queries (especially repeat queries) with Kapture’s pre-set email templates.
Attend to customers in a timely manner by auto-allocating tickets and chat queries to available agents only. Round-robin evenly assigns queries and ensures productive agent performance.
Track the agent activity ranging from his/her login until the logout, on a routine basis. Further, boost agent performance with our live chat system by setting up live-chat dashboards to get a view of ongoing chats being presently handled by agents.
Understand customers and their behaviour better by measuring performance with the help of data. Kaptures lets you generate detailed reports to assess the many factors that directly impact your business - TAT, chat traffic, average handling time, missed chats, customer ratings and so much more. Also, you can transform your live chat software by tracking relevant KPIs.
Tickets always look the same regardless of the communication channel. Respond to chats through different platforms but stay in the same ticket thread. Have all the information available when you need it.
Convert your chats into tickets and accordingly allocate them to the desired department. Kapture’s live chat for customer service helps you configure the chats based on your workflow.
Deliver personalized conversations at every touchpoint. Use Kapture’s REST API to connect the chat suite with multiple applications you already use.
Further, live chat can also be integrated with the Facebook Messenger, Brand Website, WhatsApp and many more
Get a look at the complete chat history and be updated with each customer’s specifics. Collect feedback from your customers and figure out the solutions that are working best for them.
Our customers prefer chat over call or email. The volume of mail and call tickets were less compared to chat tickets. We get around 650+ chat tickets from website and our mobile app per day. With Kapture Chat, our agents were able to handle several customers at the same time and were still able to offer personalized customer support experience