Integrate your emails with Kapture to auto-categorize them into different folders for respective teams. Our platform can filter and allocate your emails to agents based on keywords so that you don’t have to do it by yourself.Learn More
Redirect customer calls to the right teams, and the right agents, based on the customers’ preferred language, location, type of request, priority of customer, etc. Set up a customized IVR call flow to save your agents the hassle of transferring calls between departments.Learn More
Offer real-time assistance to your customers and resolve their queries with native chat. Seamless SDK integrations allow your support agents to interact with customers through live chat on website or mobile devices for Android or iOS..Learn More
Monitor customer interactions on your social media pages to respond instantly to their comments and issues. Engage with your customers on Twitter, Facebook and more.Learn More
Your agents can save a lot of time by tracking and responding to interactions coming in from all channels from a single inbox. Customer’s contact details, previous interactions, all transaction details, and more, are available on the same screen with just one click.
Incoming ticket details are automatically logged into Kapture so that your agents no longer have to waste time by entering these details manually. Information regarding the issue, customer’s contact, ticket priority, etc. are automatically updated by Kapture, and then routed to the right teams to speed up ticket resolution time.
Integrate your core & supporting platforms with Kapture and give your support agents access to multiple systems with a single sign-on using API integrations. Help your agents reduce the time taken to access multiple applications by using a single login.
Tickets that are not closed within the SLA are automatically escalated to the relevant teams, reducing the turnaround time.
Get a complete view of your customer’s past interactions, orders, tickets and much more on one screen.
Let your customers resolve simple issues, find answers to commonly asked questions and perform actionable tasks by themselves using Kapture’s Self Serve tool. Enable your customer support team to focus on priority tickets and complex issues while customers help themselves.
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!