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Kapture CX is an enterprise-grade AI powered omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. Kapture’s teams and technology are built ground up with a core focus on “the customer”. Built around hyper-personalization, Kapture brings context and intelligence to every resolution while keeping it extremely personalized making every customer feel valued and every resolution unique.
Provider
Adjetter Media
Located In
India
Foundation
2011
Open API
Yes
Deployment
Cloud, SaaS, Web-Based
Mobile Apps
Android, iOS
Training
In Person, Webinars, Documentation, Live Online
Support
Knowledge Base, Chat, Email/Help Desk, Phone Support, FAQs/Forum, 24/7 (Live rep)
With expertise in 5 key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.
Content Source: Kapture CX
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Kapture CX Reviews
Pros
The product is very easy to use. It is very good to use, reliable and easily understandable.
The reporting and ease of integration are one of the best. We have linked our emails, calls, social media account with Kapture and they're working swiftly.
Very helpful and easily accessible with regards to customer data. One of the best tool with an easy work layout.
Ticket assigning is super easy, all my tickets from various platforms are in the same place which I love the most.
Cons
Before we took the decision to do this we were very patient, tried asking politely, but the response so poor, we thought we will have to do this.
We happen to have a really bad experience with them and this is an honest review of the ordeal.
Even after no services were delivered, they didn’t refund claiming they’ve worked on, so they can’t refund.
We happen to have done business with Kapture CRM and we had a bad experience dealing with Kapture CRM(Adjetter Media), and here is our honest feedback/review/rant.
"CRM Review"
Overall: Very fast and accurate resolutions
Pros: Managing tickets was a headache for us and what helped us in managing the smooth flow is Kapture CRM. with their self-service portal and omnichannel presence it's really easy for us to manage and organize the ticket flow today. Thanks to them we have zero ticket backlogs and higher customer satisfaction.
Cons: Nothing noticed as such in my association with Kapture team
"Great tool for customer support"
Overall: We have been providing customer service using Kapture CRM and we are able to scale our support system.
Pros: The reporting and ease of integration are one of the best. We have linked our emails, calls, social media account with Kapture and they're working swiftly.
Cons: Only the linkedin integration have some issues and they're still trying to integrate it.
Vendor Response
"Customer Service"
Overall: Our overall experience is good. However, huge opportunities for the organisation to improve on the support levels Expect the product to get enhanced to serve the clients quickly.
Pros: a) Rich features covering the entire After Sales Service life cycle processes b) Mobile Friendly c) Saas Based solution for Small, Mid and Large enterprises d) Customisable solution e) Scalable to 2X users in a month f)
Cons: a) Lead time to develop or customise solutions are too long b) Developer Talent drain c) Reliability of the features d) Reducing Support levels e) Rugged structure rather than configurable solutions
"A feature packed tool and cost effective"
Overall: Work is assigned equally to my associates now. I do not have to toggle between different screens to access my tickets now since Kapture brings everything in one place.
Pros: Ticket assigning is super easy, all my tickets from various platforms are in the same place which I love the most.
Cons: At times, the tool does not feel very user friendly. Could be refined to improve user experience.
"Regarding the usablity of kapture"
Overall: We are solving the query of the students via, Email, call and chat who are using our product.
Pros: Yes, features are very impactful for us. we also can get the daily report of the query we received on the kapture via, Email, call, and chat. Yes, the integration of my operator is very useful for us.
Cons: Sometimes, it gets slow despite of being a good internet connection. No, the integration of my operator with Kapture is quite useful and smooth.