Kapture’s multi-channel customer support integration helps you focus on the customers’ conversations, enabling you provide exceptional customer service through each and every customer support channel.
Phone support is one of the primary mediums of getting in touch with the businesses for their customers across the globe. Kapture’s Service CRM solution enables you to:
Integrate your calls by setting a cloud-based telephonic number
Take, record, and easily track calls with customer phone support
Real-time call recordings allow you to measure your phone support agent’s productivity
Engage your customers directly on the website and help them with their queries. Have real-time conversations with your customers and ensure that no query is unanswered. Follow-up on important conversations converted into tickets and keep the track of every ticket via ticket inbox.
Attain increased conversion rates through efficient customer chat support without putting your customers on hold.
Integrate multiple email accounts with Kapture like Yahoo, Gmail, Outlook, etc. and have the entire thread of conversation with all explicit details in one inbox.
Categorize your emails into different folders and segregate the conversation team wise. Set priorities for your email ticketing based on their severity status like High, Medium, and Low. This helps the agents to cater to tickets which requires their immediate attention. You can also auto-allocate email tickets department wise. For instance, email tickets with specific keywords like “invoice” can be auto-allocated to the finance team. Set auto-response, escalate on different levels if a ticket is unattended and crosses a set period of time. Send customized emails from Kapture’s pre-defined email inventory and make your customers feel special.
Kapture fetches conversations from social media platforms to on inbox, making it easier for your agents to engage with your customers on different social channels.