TAT reduced
authorised
service centres
tools serviced
per year
Increase
in CSAT
Using Kapture
for 3 years
"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
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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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.
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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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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.
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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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.
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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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.
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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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.
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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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.
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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leaders prioritize
learning
Survey shows that building critical skills and competencies in their employees is a priority 85% of heads of Learning & Development.
PHILIPPINES :
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Mall of Asia Complex
405-407 Pacific Dr
1300 Metro Manila
