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"Kapture brings greater proficiency at Stanley Black & Decker Service Centres."

2 Days

TAT reduced

325+

authorised
service centres

40,000

tools serviced
per year

17%

Increase
in CSAT

3 Years

Using Kapture
for 3 years

Stanely Black and Decker

"We’ve been using Kapture for almost 3 years now. Kapture has helped us improve and manage our services and warranty claim process. Earlier, our Service Level Agreement was 4-5 days and Kapture is playing a vital role in helping us complete them within 2 days. Kapture offers a powerful Service CRM customised to the needs of our organization."


Varun Karunananth, Stanley Black & Decker

CONTACT CENTER

A robust omni-channel platform

Social Media, call, chat, email, SMS, mobile app - customers can reach you from any channel possible. Kapture consolidates every incoming query for you so you can deliver the best customer service.

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73%

customers use
multiple channels

According to a study, the majority of customers - 73%, to be exact - use more than one channel of communication during their shopping journey.

Harvard Business Review

Dashboard
SERVICE CENTER

Bring all your service centers on the same page

Great customer experiences are built as a result of centralising various platforms. Kapture brings the service center, contact center and field service teams on the same platform. Now, create a service ticket, update customers, collect feedback - everything seamlessly.

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10%

decrease in
consultation time

Studies show that companies could expect a 10% decrease in consultation time with properly integrated CRM and employees trained to effectively use it as a team.

Forrester Research

FIELD FORCE AUTOMATION

The best customer service battles are won on-field

Kapture’s intuitive mobile app simplifies all your field service hassles. Now assign tickets to field reps, track their live location, check attendance and more, through the mobile app.

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20%

decrease in
service costs

Implementing solutions for efficient management of field agents resulted in a 20% decrease in service costs, and also increases field-based sales revenue.

Deloitte

Dashboard
LIVE CHAT

Conversations that are real-time

With Live chat comes a delightful customer service experience at a lower cost. Kaptures powers all of your chat oriented channels - WhatsApp, Facebook Messenger or the brand’s mobile app.

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48%

increase in revenue
per chat hour

Companies who engage with customers on live chat prior to them making a purchase experience a 48% increase in revenue per chat hour, and a 40% conversion rate.

Forrester Research

SELF-SERVE

Empower your customers to help themselves

Let customers seek responses to repetitive queries and FAQs with the self-serve and without the intervention of a customer service representative. Kapture helps you design customised workflows for the self-serve portal.

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30%

Increase in
efficiency

In addition to a positive impact on customer experience, the efficiency gains yielded almost 30 percent savings with digital self-servicing and lower call volumes.

McKinsey

Dashboard
KMS

Knowledge is power

Agents can access the required knowledge to tackle complex queries and deliver the right solutions to customers. Our service CRM’s knowledge repository guides your team to know the right information in real-time.

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46%

impact of employee
knowledge

46% of customers say they would abandon a brand if the employees they interact with are not knowledgeable and do not understand their needs.

PwC

LMS

Certify helpdesk teams before go-live

Create customized training schedules, conduct quizzes and evaluations for customer service representatives to help them get trained effectively. Monitor performance and provide feedback accordingly.

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Dashboard

85%

leaders prioritize
learning

Survey shows that building critical skills and competencies in their employees is a priority 85% of heads of Learning & Development.

Gartner

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