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Ticket Aging Analysis

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.

Ticket Aging Analysis
  • Customer Order View
  • 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.

Aging Analysis

Understand average time taken for ticket resolution source wise or collectively. Take corrective measures whenever there is a deviation in response time.

Aging Analysis
  • Artificial Intelligence Built in
  • 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

Artificial Intelligence Built in
  • Customer Order View
  • 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.

  • Ticket Filter
  • 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.

Ticket Filter
Task Queues
  • Task Queues
  • Live dashboard to view agent availability, task in queue, calls, mails and other tickets waiting to be answered. Take instant decision and auto assign.

  • Knowledge Management System
  • 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

Knowledge Management System
Feedback
  • Feedback
  • 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.

  • Reporting
  • Plot each and every parameter associated with great customer service. Kapture’s 500+ custom report formats helps you see the data the way you want. Pull out detailed information like overall orders generated, sourcewise orders, product based reports, and more to help you understand the data in a smarter way so you make more precise and informed decisions.

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