Get instantly notified through email notifications whenever a chat request comes in. Take your conversation a step ahead by attaching images, videos, or files when required.
Help customers find answers to frequently asked queries by configuring pre-defined chat templates. Enable your agents to respond to queries faster with auto-suggested templates and canned responses.
Automatically allocate chat queries to available agents so that every customer is attended to in a timely manner. Round-robin ensures productive agent performance by evenly assigning chats to all active agents.
Boost agent performance with real-time chat monitoring. Track agent activity from log-in time until log-out. Set up the live chat dashboard to get a snapshot of chats being handled by on-duty agents. Agents can also maintain productivity by tracking break durations during shifts.
Transform your live chat support by tracking relevant KPIs to gain insights. Generate detailed reports to assess chat traffic, average turnaround time, first response time, missed chats, customer ratings, and more. Measure performance with data that can help you understand customers better.
Tickets always look the same regardless of the communication channel. Respond to chats through different platforms but stay in the same ticket thread. Have all the information available when you need it.
Configure chats based on your workflow and define chat categories as tickets or as leads accordingly. Convert your chats into tickets and allocate them based on departments, category, or any other criteria.
Get a look at the complete chat history and be updated with each customer’s specifics. Collect feedback from your customers and figure out the solutions that are working best for them.
Before Kapture, this was a manual process; the entire idea of bringing Kapture into the picture was because we could not keep track of the entire database of people who walked into our service centres as everything used to be handwritten in a service log book maintained at every service centre. It was tedious for the service engineers to maintain a database of the number of tools coming in for servicing and they had to compile them all in an Excel sheet to track and produce reports