Kapture CRM

Alerts (Escalation)

Kapture CRM’s Alerts (Escalation) feature automatically notifies supervisors or higher-tier agents when tickets approach or breach predefined Service Level Agreements (SLAs). Customizable escalation rules ensure that critical issues receive immediate attention, preventing delays and maintaining service quality. This proactive approach helps teams prioritize tasks effectively, improves accountability, and enhances customer satisfaction by ensuring timely resolutions, all within a centralized and transparent support workflow.

Automated Routing

Kapture CRM’s Automated Routing directs incoming customer inquiries to the most appropriate agent or department based on predefined criteria such as ticket category, customer tier, or language. This intelligent distribution ensures that each issue is handled by the best-suited resource, reducing response times and improving resolution efficiency. By automating the assignment process, Kapture CRM streamlines workflows, enhances productivity, and delivers a more personalized customer experience.

Contract (SLA Management)

Kapture CRM’s Contract (SLA Management) feature enables businesses to define and monitor Service Level Agreements, ensuring that support teams meet agreed-upon response and resolution times. SLAs are tracked in real-time, with automated alerts for potential violations. This functionality helps organizations maintain transparency, prioritize critical issues, and uphold commitments, thereby improving service reliability and customer trust through consistent and timely support delivery.

Customizable Branding

Kapture CRM’s Customizable Branding allows businesses to tailor the support portal to align with their brand identity. Organizations can modify logos, color schemes, and messaging to create a cohesive customer experience. This personalization fosters brand consistency and trust, ensuring that all customer interactions reflect the company’s values and aesthetics. Kapture CRM empowers businesses to maintain a professional and unified brand presence across all support channels.

Incident Management

Kapture CRM’s Incident Management tracks and manages unexpected disruptions or service failures, allowing support teams to address and resolve issues promptly. Related tickets can be grouped under a single incident, providing a unified view and ensuring consistent communication with affected customers. This structured approach helps in identifying root causes, minimizing service downtime, and improving overall service reliability, thereby enhancing customer satisfaction and trust.

Knowledge Base

Kapture CRM’s Knowledge Base offers a searchable repository of articles, FAQs, and guides to assist both customers and agents. This self-service resource empowers users to find solutions independently, reducing the volume of support tickets. By providing accurate and up-to-date information, Kapture CRM enhances user experience, improves efficiency, and ensures consistent responses, enabling customers to resolve issues quickly and agents to focus on more complex inquiries.

Known Issue Management

Kapture CRM’s Known Issue Management allows support teams to document, track, and communicate updates on recurring or acknowledged problems. Customers can view the status of ongoing issues and receive notifications when fixes are implemented. This transparency reduces duplicate ticket submissions, enhances communication, and builds customer trust. By efficiently managing known issues, Kapture CRM improves operational efficiency and ensures that customers are informed and satisfied.

Live Chat

Kapture CRM’s Live Chat feature enables real-time communication between customers and support agents, providing immediate assistance and enhancing customer satisfaction. Integrated with AI-powered chatbots, it offers instant responses to common queries and seamlessly escalates complex issues to human agents. This multichannel support, including web, mobile, and social media platforms, ensures that customers receive timely and personalized service, improving engagement and reducing response times.

Macros (Templated Responses)

Kapture CRM’s Macros (Templated Responses) allow support agents to insert predefined replies into tickets, streamlining communication and ensuring consistency. These templates can be customized for various scenarios, reducing response time and minimizing errors. By automating repetitive tasks, Kapture CRM enhances agent productivity, maintains a high standard of service, and ensures that customers receive accurate and timely information, improving overall support efficiency.

Multi-Channel Communication

Kapture CRM’s Multi-Channel Communication integrates support interactions from email, live chat, web forms, and social media into a unified dashboard. Agents can manage all conversations in one place, maintaining context and history. This centralized approach ensures consistent and timely responses across platforms, improving customer experience and operational efficiency. Kapture CRM enables businesses to provide seamless support, regardless of the communication channel customers choose.

Self Service Portal

Kapture CRM’s Self Service Portal empowers customers to find solutions independently by accessing the knowledge base, submitting and tracking support tickets, and viewing updates. Fully customizable, it reflects the company’s branding and provides users with 24/7 access to support resources. This self-service option reduces agent workload, enhances customer satisfaction, and improves operational efficiency by enabling users to resolve issues at their convenience.

Social Media Integration

Kapture CRM’s Social Media Integration converts messages, comments, and mentions from platforms like Facebook, Twitter, and Instagram into support tickets. This allows agents to monitor and respond to customer inquiries within the help desk system. By centralizing social interactions, Kapture CRM ensures timely and organized responses, enhancing brand presence and customer engagement across digital channels, and providing a consistent support experience.

Surveys & Feedback

Kapture CRM’s Surveys & Feedback feature collects customer opinions through post-interaction surveys, such as CSAT, NPS, or CES. Responses are analyzed to assess agent performance and service quality. This continuous feedback loop enables businesses to identify areas for improvement, enhance service delivery, and align support operations with customer expectations. Kapture CRM helps organizations optimize the support experience by acting on real-time customer insights.

Ticket Management

Kapture CRM’s Ticket Management system organizes customer inquiries into structured workflows, enabling tracking, categorization, prioritization, and resolution. Agents can collaborate, add internal notes, and update statuses to manage progress. Integrated reporting provides visibility into performance metrics. This comprehensive ticketing experience ensures that no request is lost, improves accountability, and delivers timely, high-quality customer service by maintaining control over every stage of the support process.