Build a one-stop centralised knowledge base for your entire team. Make work related content and information easily available for your employees. Enable your service agents to handle complex queries with ease by providing them with the know-how required to give quick resolutions for any kind of scenario.
Make your employees fully aware of use-case scenarios, promotional offers, new guidelines and product related articles using a one-stop search. Increase your First Call Resolution rate by giving your service agents a hub for reference and deal with complex queries.
Manage content flow directly from your dashboard. Get notified about new articles uploaded by your agents. Edit and review the new content and mark it as pending, accepted, archived or rejected.
Give your on-site agents the option to share images and notes related to the product that they deal with at the incident site via the mobile app. Receive a service report after a ticket is closed by having your field agents fill out a service form with just a few clicks on the app.
Instantly notify your whole team about new promo codes, holiday notifications and other important alerts using the Flash News option. Enable faster circulation of work related news in a ticker format and say goodbye to mass emails.
Create an informative forum for discussion of new changes, product knowledge and customer queries. Encourage your employees to upload and share documents detailing how to understand processes better. Approve new articles and discussion threads at a managerial level before they can appear on the system.
We received an average of 12,000 queries per month in the form of calls and emails and Kapture helped make it seem as though there weren’t as many; as managing, prioritising and resolving tickets on a single application helped our team increase our first-call resolutions and improved our average TAT– which has now decreased to just 20 minutes from more than an hour!