Leaders in Consumer Durables Trust Kapture
Kapture in Action
Save up to 30% in Operational Costs
Kapture’s AI-powered support platform enables personalized self-service, omnichannel support, contextual queries and agent assistance to yield a less expensive support organization.
How Kapture CX Helps You
Go From Silos to Workflows
Track maintenance & warranty
Monitor warranty status, frequency of service and maintenance data to deliver proactive service and cross-sell & upsell to customers.
Manage inventory & spare parts
Maintain records of spare parts utilized in services, trigger low-stock alerts and update the inventory on the go.
Organize expenses
Reimburse field agents for expenses such as travel and food after appropriate approvals. Allow agents to raise requests on mobile devices.
Solicit feedback
Collect OTP-based feedback to ensure privacy and honesty in customer feedback. Automate ticket creation for negative reviews.
Streamline training & learning
Make appropriate training data accessible through web and mobile applications so service staff can perform tasks hassle-free.
Configure the knowledge base
Use diverse learning modalities to construct a knowledge base through online help centers, communities, FAQs, videos and text materials.
Intelligently assign tickets
Automate ticket assignment based on pincode or skillset to ensure speed and accuracy of service delivery.
Empower service technicians
The Kapture mobile app for field force helps service technicians mark attendance, check in at the customer location, access the knowledge base, manage tickets, etc.
Notify customers
Auto-trigger SMS notifications to customers when service needs to be rescheduled for any reason. Keep customers informed throughout.
Set Minimum Stock Logic
Get notified when stock levels drop below a set level to pre-stock spare parts and equipment and prevent service disruptions.
Install AMC update notifications
Notify the customer and service center when AMC is due for renewal to retain customers and consistently offer superior service.
Witness support transformation
For Every Customer’s Journey
First Contact to Doorstep: Effortless Support
Simplify customer service in consumer durables and integrate the customer journey across three mission-critical avenues.
Contact center
Centralize queries from calls, email, chat, social media and mobile app. Enable swift resolutions by presenting rich contextual data to reps.
Service center
Handle service ticket creation, warranties, customer updates, service renewals and customer feedback in one place for organized service delivery.
Field service
Record attendance remotely, assign tasks by location/skillset, manage inventory and expenses, discard tickets, and generate reports in minutes with the Kapture mobile app.
Transform Customer Support
From Broken to Breezy
Consumer Durables support experiences start with the customer frustrated and confused. Kapture helps you turn it around with personalized support automation. Use Kapture to:
Break data silos
Use Kapture to consolidate data for a 360-degree customer view that helps support persons fulfill requests and upsell/cross-sell.
Connect touchpoints
Centralize customer support tickets from chat, email, social media, and calls to process them from a single interface.
Relay requests intelligently
Contextualize support tickets and automate assignment, escalation, scheduling and feedback processes with Artificial Intelligence.
Personalize self-serve
Empower customers with powerful self-serve by custom-building FAQs and AI chatbots for quick resolution.
Build meaningful reports
Customize 500+ templates for inventory ageing, field service, warranty reports, etc., to view data per agent, vendor or ticket source.
Unify customer engagement
Combine maintenance, warranty, spare parts inventory, expenses, feedback and knowledge management to present a unified view to the customer.
Assist support agents
Deliver multilingual conversational support. Use chat templates to respond quickly and OpenAI to summarize queries and generate editable responses.
Accolades in Customer experience software category
High-fives From Industry Experts
Time and again, Kapture’s customer experience platform has been rated as a high performer on G2 and one of the most loved CX platforms on Gartner Peer Insights based on customer reviews.
Smart AI & Automation
Do more with less using AI, ML, NLP
- Assign support tickets based on staff skill set or location or as per load balancing
- Use enterprise-grade OpenAI response recommendations and query summarization to optimize resolutions
- Diversify chat options: menu-based, conversational, and FAQs for customers
- Gather customer feedback across support journeys and enable customer-led innovation
- Cut down agent dependency by automating escalations like refunds and wrong product shipments
Customer Testimonials
Hear it from Our Customers
Insights from satisfied customers sharing their experiences with our AI-powered customer experience platform.
“ It’s an awesome tool, a customized solution for your business. It’s a journey which I’m enjoying and I’m very positive that Kapture is going to be a tool that is going to prove very successful for many entities.
Anubhav Mehrotra
Vice President of CX
“ A pleasant surprise is seeing a company whose engineering team is as powerful as its sales team. Usually, salespeople disappear once the deal is signed but this was not the case here.
Bruce Schwack
Chief Communication Officer
“ It’s an awesome tool, a customized solution for your business. It’s a journey which I’m enjoying and I’m very positive that Kapture is going to be a tool that is going to prove very successful for many entities.
Anubhav Mehrotra
Vice President of CX
“ A pleasant surprise is seeing a company whose engineering team is as powerful as its sales team. Usually, salespeople disappear once the deal is signed but this was not the case here.
Bruce Schwack
Chief Communication Officer
FAQs
Frequently Asked Questions
Kapture is the only support automation platform for consumer durable enterprises that covers service centers, contact centers, and field service support under one umbrella. This helps consumer durables companies manage all customer interactions from a single interface- a customer engagement platform.
Kapture offers a mobile application for field force persons to manage attendance, check in to customer locations, view assigned tickets, access the knowledge base to deliver services, view and choose spare parts, add additional service charges, and dispose/resolve tickets easily from a single interface. Kapture is more than a support platform for consumer durables. It’s a customer engagement platform.
Kapture offers the fastest go-live in the industry. Our implementation managers conduct a thorough analysis of your existing stack and requirements. Then, we customize the platform to better suit your needs and deliver it quickly without hassle.
Kapture accommodates last-mile customizations to reduce change management for our customers. So, the cost of adopting Kapture relies on the complexity of your support processes. We hold a detailed discussion with you to understand your support requirements, budget, and desired goals. Then, we provide you with an estimate for a fully customized support platform built for consumer durable enterprises.
While Kapture is already tailored for consumer durable organizations, hurdles in implementation can surface due to legacy systems, data migration challenges, or the need for complex customizations. Our thorough assessment before implementation usually picks up on these challenges in advance. So, surprises are rare, but our implementation managers are ready to tackle any issues that may arise.
We are committed to making your support experience consistent and smooth for your customers. So, we assist you with last-mile customizations and provide a dedicated team of implementation managers who understand the ins and outs of the consumer durables industry and work with you to make sure you utilize Kapture’s full potential, which ultimately boosts business outcomes.
Our noteworthy competitors cater to a wide range of businesses in terms of industries and org sizes. We like to focus on specific enterprise verticals with customized solutions that deeply incorporate industry-specific needs. So, Kapture works better for enterprise companies who want to leverage modern support automation without huge change management costs.
