Kapture CX

Kapture CX assists in tracking customer feedback ,resolving service concerns and identifying training opportunities for frontline employees.It also helps to monitor service response times and customer satisfaction trends , making it easier to recognize high performing teams

I have been using Kapture CRM from 2 years now I have a very good experience of working on it. We were using our inhouse software in which there were daily issues due to which our company was looking for an alternative. I was involved in implementing the software. Its a good CRM as it helped us to integrate the knowlarity within the CRM itself and the agents are now able to connect on call with out dialing the number from another tab. Earlier we used to transfer the tickets to other departments where other teams were not responsible to reply the client ( email/chat ticket) and whenever client followup for the update there was delay.Kapture allowed to create a sub ticket and transfer it to lets say accounts team and the original ticket is with the agent to whom it was assigned, Agent can now check the status of subticket and provides the update to client so this is the feature which helped us in enhancing the customer experience in terms of timely updates. There is a feature of ticket history where we can see all the activities of the ticket along with user email and time stamp however to access the ticket history you need to click on a tab named as chat/email history and shows all the activities there however showing the activities on chat window itself would have been more helpful. Support is really good from the team whenever there is a issue in the CRM you just higlight it and you will get a response within minutes. There are several issues but can be managed or resolved as support is good and if you are looking for cost effective and efficient, this one is the best.