SLA assignment makes the ticket resolution time frame clear to the agents. Kapture’s Rule Based Escalation Matrix auto-allocates a pending ticket to a team lead, if not resolved on time. Further, this also helps to gauge the agent performance.
Interact with your customer through an omnichannel approach - Call, Email, SMS, Chat, Whatsapp, Facebook, Twitter, Instagram(DM and comments). Kapture centralizes customer interactions and conversations from every channel possible on a single sign-in platform.
Always stay connected to the query context. Using a single ticket ID, a helpdesk agent can access previous customer interactions, incoming from various sources - Email, chat, call, livechat, SMS, Social Media and seamlessly stay updated.
Tickets received are segregated based on specific keywords and auto-allotted to the concerned department/agent having expertise to resolve those. The system intelligently evaluates the keywords and redirects the query to the respective team. Filtering and auto-assignment help allocate the right ticket to the right person.
A support agent can either close a ticket once resolved or forward it to another agent/team for further action or tag multiple teams while disposing the ticket i.e. when the same ticket addresses two different concerns.
Kapture’s email template(s) can indeed save your day! One simple click opens up an array of templates for the agent to select from and accordingly respond.
Achieve the desired KPIs and improve strategies through Kapture’s powerful analytics which help you see the average TAT, ticket source and traffic on a particular day.
We chose Kapture CRM after evaluating multiple platforms that would best suit our needs. We needed one common platform for our sales, reservations, and customer support functions. Implementing Kapture has made a huge difference to our services.