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"Kapture brings greater proficiency at Stanley Black & Decker Service Centres."

2 Days

TAT reduced

325+

authorised
service centres

40,000

tools serviced
per year

17%

Increase
in CSAT

3 Years

Using Kapture
for 3 years

Stanely Black and Decker

"We’ve been using Kapture for almost 3 years now. Kapture has helped us improve and manage our services and warranty claim process. Earlier, our Service Level Agreement was 4-5 days and Kapture is playing a vital role in helping us complete them within 2 days. Kapture offers a powerful Service CRM customised to the needs of our organization."


Varun Karunananth, Stanley Black & Decker

CONTACT CENTER

Powerful omni-channel platform

Transform your customer support. Let your customers reach out to you on the channels they prefer. Phone, chat, email, social media or mobile app, Kapture brings it all together.

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Dashboard

73%

customers use
multiple channels

According to a study, the majority of customers - 73%, to be exact - use more than one channel of communication during their shopping journey.

Harvard Business Review

Dashboard
SERVICE CENTER

Bring all your service centers on the same page

When your service center is on the same platform as your contact center and field service teams, really great customer experiences are made. Right from creating a service ticket, keeping customers updated about your service or product, to collecting customer feedback post a service task, Kapture handles it all.

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10%

decrease in
consultation time

Studies show that companies could expect a 10% decrease in consultation time with properly integrated CRM and employees trained to effectively use it as a team.

Forrester Research

FIELD FORCE AUTOMATION

Great customer service battles are won on the field

Kapture’s intuitive mobile app helps simplify your field service challenges. Assign tasks to your field reps, track their location, close tickets and complete reports, all within minutes.

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20%

decrease in
service costs

Implementing solutions for efficient management of field agents resulted in a 20% decrease in service costs, and also increases field-based sales revenue.

Deloitte

Dashboard
LIVE CHAT

Real-time conversations with your customers

Live chat brings a far better customer service experience at a much lower cost. Whether it is WhatsApp, Facebook Messenger or your own mobile app, Kapture powers all your chat channels. Our AI chat bot has machine learning enabled, and can seamlessly interplay with your contact center team.

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48%

increase in revenue
per chat hour

Companies who engage with customers on live chat prior to them making a purchase experience a 48% increase in revenue per chat hour, and a 40% conversion rate.

Forrester Research

SELF-SERVE

Help your customers help themselves

A well-stocked self serve platform, enabled with chatbots, FAQs and actionable tasks take your customer experience to the next level at a far lower cost. Our experts can help you design a personalised self serve in a matter of seconds.

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Dashboard

30%

Increase in
efficiency

In addition to a positive impact on customer experience, the efficiency gains yielded almost 30 percent savings with digital self-servicing and lower call volumes.

McKinsey

Dashboard
KMS

Knowledge is power

Empower your agents with the knowledge they need to deliver the right solutions to your customers, and also tackle any complex queries when they arise. Whether it is about policies or a how-to guide, Kapture lets your team discover solutions with a simple search.

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46%

impact of employee
knowledge

46% of customers say they would abandon a brand if the employees they interact with are not knowledgeable and do not understand their needs.

PwC

LMS

Certify your teams before they go live

Onboarding and product training are the first steps towards nurturing your teams to full capacity. Create simple training schedules customized specifically for the individual processes of each team as per your convenience.

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Dashboard

85%

leaders prioritize
learning

Survey shows that building critical skills and competencies in their employees is a priority 85% of heads of Learning & Development.

Gartner

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