Simplify your cruise line operations by effectively streamlining guest management processes with our uniquely designed and well-tailored support CRM. You can easily get ready for a smooth sailing even during restless tides. Kapture’s support CRM does an extraordinary job of handling customer details, enquiries, historical data, feedback, and complain. Its functionalities allows you to add customer contact details for future references.
Fantastic Omni-channel support for websites, booking portals, live chat, call center. Know everything about your customer even before you speak to them as our customer 360 window shows you the entire record of guest’s interaction, whether it’s a call, chat, email or even a social media channel. View their past cruise history and preferences on a single dashboard.
Manage guest relations by assigning elite cruise team to VIP guests, allocating custom rate plans, based on their spending habits and by auto delivering souvenirs during birthdays or anniversaries. Flexibility of up selling add-ons to their package.
All emails/calls/chats received from customers are automatically assigned based on the priority tickets for faster query resolution. The interactions are easily visible in a single dashboard which provides a greater business transparency and accountability. Agents can view them in one single-click and resolve them quickly. It opens the door to easy booking confirmations and cancelations.
Multiple email addresses from various affiliates or subsidiaries are segregated into a single inbox for easy handling of queries. Cruise line team can see all emails from multiple departments but can configure in such a way that only administration assistants are able to edit, modify or view it.
Monitor Key SLA's, agent productivity, call, chat, email, social media ticket status through a single dashboard. Analyze key issues & escalations quickly and have custom workflows created to deal with them. Internally collaborate with multiple departments to resolve multiple tickets faster & enhance customer service.
Allow guests to send feedback and complaints through multiple feedback channels such as call center, chats, websites, and 3rd party social media sites. Have all customer interaction at your fingertips and easily open, assign, resolve and close tickets.
Upload all work flow information, frequently asked questions, product details neatly tagged in our Knowledge Base. Give quicker resolutions by referring to the archived information.
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