Top Indian Q-Comm Brand Closes 200K+ Daily Queries & Scales 2X Faster with Kapture
Valued at over $5 billion, India’s fastest-growing quick commerce platform boasts an efficient supply chain, last-mile delivery, real-time demand-based sensing, and a dynamic pricing strategy. However, their customer support needed to scale to match their rapid growth.
Challenges
With surging call volumes during their hypergrowth phase, this unicorn sought a solution that went beyond merely adding more agents, aiming to address underlying systemic challenges and ensure seamless support for their customers.
40%
High-Volume Repetitive Queries
4-6 min
High Average Handling Time
2.5 min
High Wait Times
Challenge 1: Managing High Ticket Volumes During Peak Seasons
During flash sales and festive periods, they experienced a significant surge in ticket volumes, often driven by repetitive queries.
How Kapture Solved It:
Conversational Chatbots
Instantly handles 90% of customer queries, including order tracking, returns, and FAQs—no agent intervention needed.
Advanced Ticketing & Case Handling
Smartly routes tickets to the right agent with AI tools to accurately resolve tickets faster – smoothly managing up to 200K+ monthly tickets.
Challenge 2: Proactively Managing Escalations
Delayed resolutions resulted in customer dissatisfaction and occasional escalations on social media platforms.
How Kapture Solved It:
Early Warning System
Detects risky keywords in chats and alerts supervisors to intervene before issues escalate.
Bot Observability & Intervention
Managers monitor chatbot activities and flag tickets in real time, enabling timely interventions and dynamic bot responses driven by agent or supervisor input, ensuring swift and accurate resolutions without disrupting the customer experience.
Challenge 3: Real-Time Operational Issues
Riders faced challenges with live-order issues, delivery disputes, and shift scheduling, which impacted efficiency and customer satisfaction.
How Kapture Solved It:
Voice Bots for Rider Support
Automates call support for real-time concerns like live orders, onboarding queries, and delivery disputes.
Priority Ticketing
Enables drivers to raise in-app tickets for quick resolutions and get priority support for live-order issues.
Challenge 4: Inefficient Rider Recruitment
High volumes of cold calls for rider onboarding led to inefficiencies in recruitment and scaling efforts.
How Kapture Solved It:
Voice Bot Recruitment Support
Automates bulk calls to engage cold and warm leads, doubling rider recruitment effortlessly.
The Impact
Here’s the measurable impact the hyper-growing business achieved with Kapture. Improved efficiency, faster resolutions, and doubled rider recruitment – all driving towards better customer satisfaction and experience.
98%
Bot Resolution Rate
<50 sec
Average Handling Time
22%
CSAT Improvement
2X
Faster Rider Recruitment
How India’s fastest growing Q-Comm elevates CX & scales rapidly with Kapture
With Kapture’s advanced AI solutions, they achieved remarkable results: a 98% bot resolution rate, a drastic reduction in average handling time from over 6 minutes to under 50 seconds, and a 22% improvement in CSAT.
Additionally, the business scaled 2x faster in rider recruitment, driving operational efficiency and better customer experiences.
Powering Hypergrowth
with Kapture
From groceries and essentials to electrifying new verticals, the Q-Comm uses Kapture’s AI-first innovations for its rapid growth. By teaming up, they deliver seamless customer experiences, boost productivity, and constantly reshaped on-demand delivery for the future.
Join them and supercharge your CX.
About Kapture CX
Kapture CX is an Enterprise-grade SaaS-based customer experience management platform, rooted in cutting-edge technology, including Machine Learning and Generative AI. With a strong focus on the Retail, BFSI, Travel, and Consumer Durables sectors, Kapture CX is helping over 1000+ businesses across 16 countries elevate their customer experiences from average to exceptional.
