Assign an SLA to your support team within which tickets should be resolved. This can further be shared with the customer and be used to measure agents’ performance as well. Tickets that are not resolved within the SLA are automatically escalated to higher management.
Have Kapture unify all your tickets coming from various sources - chat, email, social media and calls on one platform. This helps your support agents to access and resolve tickets in a timely manner.
Using one ticket ID, a support agent can access previous interactions with a customer regardless of the channel of communication (email, chat, call, etc). Thanks to this feature, you’ll never have to worry about losing context or missing out on any communication from the customer.
Assign tickets automatically within the support teams based on a criteria unique (condition, action) to your business. Our ticketing system lets you prioritize the incoming tickets and resolve critical issues faster.
A support agent can either close a ticket once it’s been resolved or forward it to another agent/ team for further action. If the need arises, a support agent can reopen a previously closed ticket and get access to all the past interactions that are stored in the system.
Reduce time taken by agents to manually reply to commonly asked questions by using pre-formatted responses. Pick up relevant customer-specific details, including name, ticket, etc., to personalize these pre-set templates.
With Kapture’s robust analytics, you can easily find metrics like typical ticket resolution time under each channel, channel with highest ticket traffic, and lots more, and use these insights to realign your strategies to achieve the desired KPIs.
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.