A ticket management system is a software program that allows you to track, organize, prioritize and resolve support tickets. All incoming tickets are assigned with priority based on several factors like customer life time value, type and urgency of the issue. Then these tickets are assigned to the right agent based on their skill set, availability, and expertise level.
The long and short of it: we help your support team to work faster.
With increasing support tickets, its really painful to keep track of tickets and deliver timely and quality customer support. That's where the Ticketing Software comes in.
Support your customers through many different avenues. When they contact you on your website, by email , phone call, chat , or through social media - a ticket will be generated in Kapture which allows agents to respond faster while remaining organized. All of these discussions are tracked and added to the customer's profile so that there is always an open line of communication between the company and the customer.
Empowers your agents to view and resolve queries coming through your website.
Generate and assign support tickets from messages and comments originating from social channels like Instagram, Facebook, Twitter, and Youtube.
Generate support tickets from your customer support email inbox. Assign tickets to agents as customers contact your business via email.
Integrate you cloud telephony system with the ticket management system to generate tickets from the incoming calls. Agents dont need to be logged in to the cloud telephony platforms to provide the support.
"A pleasant surprise is seeing a company whose engineering team is as powerful as its sales team. Usually, salespeople disappear once the deal is signed but this was not the case here."
"The enquiries needed to be urgently integrated in a cohesive manner and Kapture's software has been a total gamechanger"
"Reduced overall response time backed by Kapture's technology and automation"