Kapture CX Reviews & Ratings

4.7/5

“I am using kapture since last 4 months in my organization and it helped me a lot.”

The main thing is that whenever any ticket is coming over kapture then it can be seen and worked by my team mates and my manager also. By this way, my manger can also help me out if i am doing the things correctly or not. And if i am on leave then in that case my team mates can work on my tickets.

Pros : The most important part of using kapture is that i can reply to the mail if it is makred over kapture directly using kapture. I can assign my ticket to someone else and vice versa. I can check the history of the tickets over a time period. I can merge all the them into one ticket. I can also mark any ticket as junk. If there is some one from my team who is on leave then i can also work on his ticket by using Kapture. I can see my tickets also and my team's ticket also over the kapture. Features like lunch break shift end login logout are also very helpful.

Cons : The only downside i would like to mention is that some times it takes very long time to reload or to close any ticket.

Reason to switch : Omnichannel ticketing was missing from our customer support function

4.5/5

“Easy to customize but difficult to implement”

Pros : It is easy to customize and the marketing team help in the customization

Cons : It's difficult to implement as it looks a bit complicated for beginners

4.3/5

“Captured by Kapture CRM”

Pros : We've been incredibly impressed with how Kapture has transformed our customer support operations. Implementation was smooth and user adoption was rapid due to the intuitive interface. This resulted in a dramatic reduction in resolution times and a measurable increase in customer satisfaction. Kapture offers a robust feature set, particularly the valuable self-service portal that empowers customers to find solutions independently. Integrations with our existing software have streamlined workflows and boosted overall efficiency. The Kapture CX team deserves special recognition for their outstanding customer support. They consistently address inquiries promptly and effectively. For businesses seeking a powerful and adaptable customer support automation solution, Kapture is an excellent choice. It allows us to tailor our support processes to our specific needs, and its flexibility ensures it can scale alongside our growing business. Furthermore, Kapture's roadmap for future updates with new features is promising.

Cons : As of now, we have nothing to dislike about.

Reason to switch : Kapture CX tamed our customer support omnichannel beast! Before, juggling inquiries across multiple platforms was a nightmare. Now, Kapture unifies everything into a seamless workflow, boosting our efficiency and keeping customers happy.

4.3/5

“User friendly!”

Pros : Its user friendly interface ,easy accessibility

Cons : We need to use an additional dialer to do inbound and outbound calls.Can be more smart

Reason to switch : To manage all the channel in single tool

4.3/5

“Experience good till date”

Pros : It's easy to navigate, user friends tab which makes professional life easy

Cons : Need to Need to decrease TAT for changes request

Reason to switch : It is helping us to create a database of customer experience and interaction data

4.2/5

“IN ONE WORD - PROFESSIONAL”

Pros : We are extremely satisfied with Kapture for managing our customer support. The platform has significantly enhanced our efficiency and customer satisfaction. It was easy to implement and use, with a minimal learning curve, allowing us to get up and running quickly.We have experienced a notable reduction in resolution times and an increase in customer satisfaction. Kapture offers extensive and valuable features, particularly in their self-service options. Its integrations with other software have streamlined our workflow, making it smoother and more efficient. The customer support from the Kapture team has been excellent, with queries addressed promptly and effectively. For anyone seeking a customer support automation solution, Kapture is highly recommended. It allows us to customize our support processes to fit our specific needs perfectly and is flexible enough to adapt to our evolving business requirements. Moreover, Kapture CX has a promising roadmap with new features and improvements in future updates.

Cons : NOTHING. THEY WORK WITH PURE EFFECTIVENESS.

Reason to switch : Problems like customer interaction and aftersales support via our customers.

4.2/5

“Best customer service”

Pros : Ticket management, loyalty management, customer service support, Sales report, TAT escalation, given best report of customer complaint These features Kapture crm helps our service best and build stronger customer relationships and drive our business growth.

Cons : integration challenges with our wings erp still not live installation tickets on real time in Kapture crm, cost considerations, pricing is high , slower response from customer support,which can be frustrating in peak season .

Reason to switch : Kapture crm addresses several key challenges in our business, providing solutions that streamline our customer complaint operations,enhance customer relationships,and drive our business growth. The crm provides efficient ticket management and automated workflows. This improves response times, ensures quick resolution of customer issues, manual work is discontinued in our service department, All complaints in one place this helps to resolve our customer complaint under TAT

4.2/5

“Kapture CX: Streamlined Support, Improved Efficiency”

Pros : Kapture CX has been a game-changer for our customer support. The omnichannel approach keeps everything organized and saves us time. Love the self-service portal too - cuts down on simple inquiries. UI could be smoother, but overall, it's a great value for money. Would recommend it!

Cons : Support on the integrations takes a lot of time. It would be very helpful if the support time gets reduced.

Reason to switch : As a customer service rep, Kapture CX is a game-changer. It keeps all my chats, emails & phone calls in one place. No more toggling screens! Plus, it helps route inquiries to the right teammate, saving me time and reducing customer frustration. Overall, Kapture CX keeps me organized and helps deliver better service! #customerchampion

4.2/5

“Delightful Customer Experience delivery by Kapture”

Pros : Really easy to use, very intuitive, highly customisable and great vertical support

Cons : Limited integration option, the platform's reporting is not very robust, can't get a lot of actionable insights

Reason to switch : Really made the chat support easy for us.

4.1/5

“We've been using Kapture CX for the last 3 years and it has improved our functionality greatly”

Pros : They're able to constantly adapt to our changing business needs. It has been easy to use and allowed us to increase our customer satisfaction with its wide number of features. The UI/UX is simple to understand and has allowed for new employees to learn how to use Kapture CX quickly and easily. The constant support of the project manager has been of invaluable help in making sure everything is operating smoothly 24/7.

Cons : New developments can take time to implement successfully. The loading time can be improved as we have often faced issues where some of the functionalities take time to load and thus cause delay to our operations. Ease of providing customer support is a bit lacking and requires improvement.

Reason to switch : Being in the transportation industry, they're helping us with our entire booking system as well as check-in. As our business has been growing, they have been able to adapt and provide further functionalities to help in reports analysis to boost sales.