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What is Kapture CX?

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.

Who Uses Kapture CX?

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.

Kapture CX Software - Enable personalized and effective interactions at every touchpoint, based on individual customer personas.
Kapture CX Software - Recommended responses, professionalism checks, and step-by-step navigation for effortless customer resolution.
Kapture CX Software - Your field service agents are equipped with the tools they need to excel. They can access crucial customer information, service histories, and job details right from their mobile devices, enabling them to provide personalized service
Kapture CX Software - Multilingual chatbot takes simple, repetitive questions off a support team’s plate and give agents time back to provide more meaningful support
Kapture CX Software - Enable your customers to find answers beyond FAQs by exploring the knowledge base, ensuring they get all the resolutions they need before even raising a ticket.

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Reviews of Kapture CX

Average score

Overall
4.2
Ease of Use
4.4
Customer Service
4.2
Features
4.2
Value for Money
4.3

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
54%
4
24%
3
16%
1
5%
Muheeb
Muheeb
Admin in India
Verified LinkedIn User
Food & Beverages, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

CRM Review

5.0 4 years ago

Comments: 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

Chetan
Jr. Manager in India
Health, Wellness & Fitness, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Great tool for customer support

5.0 2 years ago

Comments: 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.

Adjetter Media Response

2 years ago

Hi Chetan, Thank you for the wonderful review and for taking the time to share your feedback with Kapture. Our priority is customer service and we are ecstatic that we met that mark!

Ramasubramaniam
General Manager - IT in India
Consumer Goods, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Customer Service

3.0 2 years ago

Comments: 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

Naqvi
Deputy Manager in India
Internet, 201–500 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

A feature packed tool and cost effective

4.0 2 years ago

Comments: 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.

Manisha Kumari
Kapture Review in India
E-Learning, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Regarding the usablity of kapture

5.0 2 years ago

Comments: 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.