At Kapture CX, we take great pride in providing our clients with creative solutions and outstanding customer experience. G2, a leading peer-to-peer review platform, has acknowledged our dedication to quality. In G2 Summer Reports for 2024, Kapture has been recognized as a Leader and High Performer in several relevant categories.
Having received 30+ badges and over 160 report inclusions, we hold our heads high with pride. The trust and satisfaction that customer reviews offer are attested to by G2’s badges. These badges not only show off our accomplishments but also convey to prospective clients the dependability and excellence of our offerings.
G2 Badges: What Are They?
G2 is a platform that is known for providing authentic and unbiased reviews from real users. Every quarter they give out badges to businesses who guarantee great client experiences and brilliant products. Since these badges are based on actual, verified peer reviews, they can be trusted as a reliable means of recognition.
Grids and indexes are the two primary categories into which G2 divides its reports.
Grid Reports: In decreasing order of market value, vendors are classified as Leaders, High Performers, Contenders, or Niche companies.
Index Reports: Based on four distinct metrics—Results, Implementation, Usability, and Relationship—vendors are scored out of 10.
Kapture CX: Leading the Way in Customer Support
For the Summer 2024 quarter, Kapture CX has been listed in several relevant categories, earning notable recognition as leaders and high performers. Our performance in both Grid and Index reports underscores our dedication to providing top-tier solutions and services. We have achieved a commendable feat, especially for the breadth of product features, implementation and usability.
Discover how Kapture CX excels in customer support, achieving top rankings in the G2 Summer 2024 reports. Here’s an overview of our key product offerings, their qualifications, and our standout scores:
1 . Customer Self-Service
Our Self-Serve software empowers users to find answers to their questions and problems independently, without having to reach out to a support agent. It includes tools like knowledge bases, FAQs, and digital guides that offer around-the-clock support. With Self-Serve, customers will be able to troubleshoot common issues on their own in an effective manner. This not only reduces support cost but also improves customer satisfaction.
To qualify for inclusion in the Customer Self-Service category, several criteria must be met. Information must be provided to customers without human interaction. End users must be assisted in completing common tasks. Support must be available to customers 24 hours a day. Information for commonly asked questions must be organized and distributed effectively.
- Grid Reports: Recognized as Leaders and High Performers.
- Index Reports: Achieved high scores such as 8.59 in the Mid-Market Implementation Index and 8.43 in the Usability Index, reinforcing our position as a leader in customer self-service solutions.
2. Help Desk
Service requests from numerous communication channels, including email, phone calls, and social media, are centralized and managed by our help desk software. These requests are ranked and categorized into tickets for prompt resolution by support agents. In order to monitor and enhance customer support operations and guarantee prompt replies and efficient resolution, we offer analytics and reporting features as well.
To qualify for inclusion in the Help Desk category external customer inquiries must be organized into tickets for support agents. Inquiries from emails and a customer portal must be aggregated. Tickets must be assigned to support agents for prompt service.
- Grid Reports: Recognized as Leaders
- Index Reports: Received commendable scores like 8.39 in the Usability Index for Small-Business and 8.28 in the Implementation Index, highlighting our effective management of customer inquiries and implementation.
3. Social Customer Service
Acknowledging the increasing number of support tickets received via social media across businesses, our software actively monitors and manages customer interactions on platforms like Twitter, Facebook, LinkedIn, and Instagram. It captures mentions, messages, and comments related to the brand, converting them into actionable tickets for support teams. Furthermore, we integrate with help desk solutions to streamline communication and ensure consistent responses, thereby ensuring that complaints and queries received on social media are not overlooked.
Inclusion in the Social Customer Service category requires specific features. Inquiries must be collected from various social networks. A platform must be provided for support agents to respond directly to social media mentions. Request tickets must be assigned to customer support agents as inquiries arise.
- Grid Reports: Recognized as Leaders.
- Index Reports: Noteworthy performances include 8.62 in the Usability Index and 8.26 in the Implementation Index, reflecting our strong market presence and usability in social customer service.
4. Live Chat
Through chat windows on websites or mobile apps, our live chat software enables real-time contact between customers and support agents. This space makes it possible for customers to reach out to support agents instantly for easy and quick issue resolution. By providing prompt assistance and individualized support, live chat improves customer satisfaction and increases online engagement and conversion rates.
To qualify for inclusion in the Live Chat category, a product must provide instant messaging capabilities between customer service representatives and website visitors. Additionally, it should allow chat windows to initiate conversations or operate independently on a website for potential inquiries.
- Grid Reports: Recognized as Leaders and High Performers.
- Index Reports: Demonstrated strength with a score of 8.22 in the Usability Index, indicating our capability to deliver efficient real-time support solutions.
These are only a fraction of our achievements showcased in the G2 Summer 2024 report. Being recognized by G2 with multiple badges across categories is a significant feat for us. These achievements across both Grid and Index reports affirm our ability to deliver top-tier solutions that enhance customer engagement and satisfaction across diverse sectors and market segments. Our efforts are validated by these reports, motivating us to continue striving for excellence.
We are grateful to our customers for their trust and positive reviews, which have played a crucial role in these recognitions. As we move forward, we remain committed to delivering exceptional customer experiences and innovative solutions that drive success.
Explore how our leading-edge solutions in self-service, help desk management, social customer service, and live chat can transform your business operations. Partner with Kapture CX today to elevate your customer support experience and unlock new levels of efficiency and customer delight.
Ready to revolutionize your customer support? Contact us today to get started!
