With Kapture CRM’s integration capabilities be rest assured of all integrations with your already existing ecommerce platform. Get all necessary information with respect to each customer and each order, all at one place without the struggle of checking through multiple tabs while working on each incoming request.
With easy app integration, Kapture can help you upgrade your support system and make your business fully mobile.
Kapture can allow your customers to send instant chat messages against their orders through your very own mobile app.
Solve real time issues and avoid delayed responses. Every delayed response can be a lost order. Increase your order booking chances by 20% with instant support.
With each conversation, Kapture pulls important customer data and automatically updates your customer database and reflects all the latest information.
With Kapture’s live chat support, empower your team to sell more. With effective up-sell and cross-sell strategies, help your website visitors shop more and increase your sales. This feature easily integrates with existing live chat plug-ins also.
Send customized mailers to a varied set of audience with predefined templates. Be it an offer or a graceful hello, stay connected with your customers at all times.
Save all marketing mailers on Kapture and send periodic promotional mailers to a filtered category of recipients from the overall customer database. Get detailed insights from each mailer campaign and know the conversion rate of each.
Manage subscriptions and auto-send periodic renewal and fee reminders to your customers. Understand customer shopping pattern with the help of Kapture’s analytics and up sell bigger subscription packages.
Sit back and relax while Kapture automatically distributes all your incoming customer requests to your support executives, source wise, product wise, priority wise or based on any other predefined rules. Enjoy a clutter free space and see only the requests pertaining to your specific team. This, plus a live dashboard that gives you a segregated view of your customer requests – complaints, exchange requests, order issues, delivery issues or any other category.
Each conversation pulled from multiple channels becomes a separate ticket with a unique ticket id. All your tickets lie within your ticket inbox, under relevant classified tags and labels. Allow your team to work on each of these tickets from the ticket inbox just like your regular inbox.
Set auto-assign or manually assign your tickets to another team member.
Access a clutter free inbox and get a filtered view of tickets assigned to you/your team only.
Check real time status of each ticket whether closed or pending.
Access basic customer information from the same screen.
Deep dive into each ticket and learn the details of each case.
Add notes to each ticket for future reference.
Set auto-assign or manually assign your tickets to another team member.
Access a clutter free inbox and get a filtered view of tickets assigned to you/your team only.
Check real time status of each ticket whether closed or pending.
Access basic customer information from the same screen.
Deep dive into each ticket and learn the details of each case.
Add notes to each ticket for future reference.
Avoid hassle of opening multiple tabs to check for details and keeping the customer on hold for long.
Be prepared to take each incoming call, answer each mail and send a quick reply to all your chats with necessary case details available on your fingertips. Get a single screen view to each of your case details on the left side and conversation thread to the right side.
With a flash of customer details on your screen every time a call comes in, your team can be well prepared in advance to take up the call. Know everything about the customer’s latest order, shipping address, mode of payment, refund status and other important details readily available on the dashboard.
Keep track of customers past information like previous orders placed, exchange requests, refunds filed, complaints within single screen view. Ensure quick query resolution time with these handy information.
Kapture easily integrates with your existing logistic solutions and gives your agent a firsthand information on the delivery status, delivery time and other issues pertaining to each order. Avoid checking in with the logistics team for every single order and help your customers with instant information on their order status. With small yet powerful tools reduce your team’s response time and increase their efficiency drastically.
Keep help ready to resolve complex issues. With an enriched library of videos, manuals, FAQs and articles, deliver instant support regarding product usage, installation, troubleshooting demos etc. Provide orientation and training to new members of the support team through an in-built knowledge base and make him ground ready from day 2.
Identify loop holes and reduce turnaround time with a good escalation system in place. Let the system alert support agents for all pending tickets. Get a filtered view of tickets which have been pending for long and need immediate attention. Kapture can auto-escalate tickets to team leads and managers if it is sitting idle in the support agent’s inbox for long.
Get a bird's eye view of your team's overall response on tickets generated. Measure and SLA deviations and take corrective actions. Monitor issues taking more time to resolve through system generated analytics.
View customer’s entire order history and past interaction on the ticket dashboard while you are in contact with the customer and be fully equipped to answer any questions.
Understand average time taken for ticket resolution source wise or collectively. Take corrective measures whenever there is a deviation in response time.
If there are repeated queries regarding a particular product or same issue getting escalated number of times system can automatically send a template based response and also alert the stakeholders. Get insights on when sales are expected to increase or decrease based on season, past data and plan your spends accordingly
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Monitor Agent’s quality of ticket resolution based on key SLA’s defined within the system. Get better view of top performers in the team and auto alerts if there is a deviation in key parameters defining good customer service
Tag and Filter tickets based on keywords. Get alerts and notifications based on keywords associated with a complain. Set different levels of SLA based on this.
Live dashboard to view agent availability, task in queue, calls, mails and other tickets waiting to be answered. Take instant decision and auto assign.
Create a FAQ and agent training repository within the system to help your agents collaborate whenever necessary across the teams. It’s a ready reckoner for questions they may face any time during customer service. You can upload training material, Q&A, flash any urgent notification
Configure feedback mechanism through the system, understand and analyse from your customers on how they think of shopping on your website and also how their issues are getting addressed by customer service team.
Plot each and every parameter associated with great customer service
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