Bangalore, India; 24th Sep 2024: G2, the world’s largest business software marketplace, has again named Kapture CX, a leader in the Helpdesk category in G2’s Fall 2024 Report. G2 is a trusted source of business software data. G2 has over 1.7 million verified user reviews to help buyers evaluate solutions. 

G2 Grid Reports are released quarterly and rank products based on reviews gathered from its community and data aggregated from online sources and social networks. Products in the Leader quadrant are “rated highly by G2 users and have substantial market presence scores.

Kapture CX takes the top spot in multiple categories

G2’s quadrant grid visually represents software vendor rankings for specific categories. Each vendor’s position on the grid is determined by customer satisfaction ratings based on G2 reviews and the software provider’s market presence, calculated based on data from different online sources. Kapture CX received 181 report inclusions and received a total of 36 badges. Compared to last season’s, we increased our coverage in 21 additional reports and improved our ranks in 46 reports.

With high-rated customer reviews on G2 and a strong brand presence, Kapture CX is recognized as leaders, momentum leaders, and high performers in multiple grids, including:

• G2 Grid Report for Helpdesk
• G2 Grid Report for Social Customer Service 
• G2 Grid Report for Customer Self-Service
• G2 Grid Report for Field Service Management
• G2 Grid Report for Help Desk
• G2 Grid Report for Live Chat

Outstanding customer reviews

Our outstanding performance in G2’s Fall 2024 Reports couldn’t have happened without our customer advocates. As of December 2023, Kapture CX boasts an average rating of 4.3 stars out of 5.
 

Here are some of the reviews Kapture CX  has received:‍ 

• “We’ve been using Kapture CX for the last 3 years and it has improved our functionality greatly” ⭐⭐⭐⭐⭐
  They’re able to constantly adapt to our changing business needs. It has been easy to use and allowed us to increase our customer satisfaction with its wide number of features. The UI/UX is simple to understand and has allowed for new employees to learn how to use Kapture CX quickly and easily. The constant support of the project manager has been of invaluable help in making sure everything is operating smoothly 24/7.

• “I have been using Kapture for the last 4 months in my organization and it helped me a lot.” ⭐⭐⭐⭐⭐

• “It’s a very sorted platform for all your queries”⭐⭐⭐⭐⭐
  Seamless experience allowing us to check out respective minor-to-minor details across multiple platforms

We’ve long been committed to building products and features that empower over 1000+ global enterprises to empower them to provide their customers with delightful experiences.

About Kapture CX

Kapture 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. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy, and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.

Author

Navneet Kaur

Manager- Marketing

enquiries@kapture.cx

Kapture CX survey reveals growing adoption of AI technologies to enhance customer experience

[Bangalore, India] – [18th Sep 2024] – As customer expectations for personalized, efficient service continue to rise, businesses are increasingly turning to AI to transform their customer experience (CX) strategies. A recent survey conducted by Kapture CX, a leading AI-powered customer experience platform, highlights the growing adoption of AI technologies within contact centers.

According to the survey, 41% of contact center experts ranked AI-powered sentiment analysis as the top CX solution, underscoring its significance in delivering personalized and empathetic customer interactions. By analyzing customer emotions in real-time, businesses can tailor their responses to meet individual needs, fostering stronger customer relationships.

Routing optimization was another popular AI use case, with 25% of respondents recognizing its value in streamlining support processes and reducing response times. AI-driven routing systems intelligently match customers with the most suitable agents, ensuring efficient query resolution.

Self-service chatbots also gained traction, with 15% of survey participants acknowledging their benefits. These AI-powered tools enable businesses to offer 24/7 support, empowering customers to resolve common issues independently and reducing the burden on human agents.

Quality assurance (QA) and automated call summaries were also identified as key AI applications, with 19% of respondents highlighting their importance in optimizing post-resolution processes. AI-powered tools can automatically generate comprehensive summaries of customer interactions, facilitating agent efficiency and enabling businesses to identify areas for improvement.

“The growing adoption of AI in customer experience is driven by the need for personalization and efficiency at scale,” said Sheshgiri Kamath, CEO at Kapture CX. “AI is helping businesses transform their operations, meet rising customer expectations, and deliver exceptional CX.”

Key findings from the Kapture CX survey include:

• Sentiment analysis is the top AI use case for customer service.
• Routing optimization is another popular AI application.
• Self-service chatbots are gaining traction for 24/7 support.
• Quality assurance and automated call summaries are essential for optimizing post-resolution processes.

As AI technologies continue to evolve, businesses are well-positioned to leverage their capabilities to deliver exceptional customer experiences and drive operational efficiency.

About Kapture CX

Kapture 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. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy, and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.

Author

Navneet Kaur

Manager- Marketing

enquiries@kapture.cx

Sep. 04, 2024, Bengaluru: The Bear House, a fast-growing contemporary menswear brand and e-commerce powerhouse, has onboarded Kapture CX, a leading AI-powered customer support automation platform. By integrating Kapture’s omnichannel capabilities, intuitive interface, and streamlined ticket management system, The Bear House aims to significantly enhance its customer service operations.

The Bear House, known for elevating menswear essentials with premium quality and urban luxe aesthetics, has seen remarkable growth, recording a 175% sales increase in 2023-2024. To sustain this momentum, the brand identified the need to address inefficiencies in their existing third-party customer support system, which lacked visibility into past tickets and customer history, leading to operational challenges.

Harsh Somaiya, Co-founder of The Bear House, expressed excitement about the partnership: “At The Bear House, our commitment has always been to provide exceptional experiences to our customers, both through our products and our service. By partnering with Kapture CX, we’re taking a significant step forward in ensuring that our customer support is as elevated and seamless as our brand. The intuitive design and robust capabilities of Kapture CX will allow us to better manage our customer interactions, ensuring that every query is handled with the attention and efficiency it deserves. We’re excited about the positive impact this will have on our customer relationships and our continued growth.”

As The Bear House expands both domestically and internationally, the brand anticipates an increase in customer interactions across various touchpoints. With Kapture CX’s user-friendly platform, The Bear House aims to handle customer queries more efficiently, creating a seamless experience across multiple communication channels, including social media and inbound communications.

Gaurav Juneja, CRO of Kapture CX, commented on the successful integration: “We’re proud to add The Bear House, a fast-growing brand, to our portfolio of successful retail and eCommerce partnerships. Our experience in transforming customer support for leading brands enabled us to streamline and automate their operations with unmatched speed. What typically takes 30 days or more, we accomplished in less than a week—setting a new gold standard and exceeding their expectations. We deeply value their trust and are committed to delivering an exceptional experience that supports their continued growth.”

The Bear House’s decision to switch to Kapture CX was driven by the need for a more robust, omnichannel support system that consolidates all customer interactions in one unified dashboard. Kapture CX’s ease of use also simplifies training for new agents, enabling faster onboarding and adaptation.

With a focus on innovation and customer-centricity, The Bear House is poised to continue its upward trajectory. The swift implementation of Kapture CX, combined with its advanced features, promises to provide a superior customer service experience that aligns with the brand’s commitment to excellence. 

About Kapture CX

Kapture CX is an enterprise-grade, AI-powered omnichannel Customer Experience management platform, specializing in customer support. With a deep focus on evolving customer expectations, Kapture transforms good customer experiences into great ones. Serving over 1000 businesses across 16 countries, Kapture’s expertise spans five key industries: Retail, BFSI, Travel, Energy, and Consumer Durables.

Author

Navneet Kaur

Manager- Marketing

enquiries@kapture.cx

August 23, 2024: In today’s digital-first world, customers expect immediate, round-the-clock responses from service agents, often seeking solutions to a wide range of queries. This growing demand has led to the rise of Gen AI-powered self-serve technology, which enables real-time, human-like interactions across multiple service channels.

The advancement of this technology has provided customers with an array of touchpoints to engage with brands, making it increasingly difficult for businesses to meet the demand for instant, contextual, and consistent responses. Brands are also tasked with maintaining low operational costs and managing customer service staffing efficiently. In this context, self-serve technology emerges as a vital solution, empowering customers to independently find answers across all channels.

To address the mounting challenges of growing customer channels and ticket volumes, Kapture CX, India’s leading Gen AI-powered customer support automation platform, has enhanced its Self Serve 2.0 solution. In a recent survey conducted by Kapture CX, the company sought to understand the rising demand for advanced self-service options and the evolving preferences of customer support teams.

According to the survey, nearly 49% of respondents expressed a preference for self-serve platforms capable of handling complex issues while providing human-like conversations and maintaining contextual continuity. This underscores the need for systems that can seamlessly manage diverse user queries by delivering accurate information and maintaining a natural, conversational flow.

Gaurav Juneja, CRO of Kapture CX, commented on the findings: “Today’s customers demand more than just quick responses—they seek an intuitive self-serve experience that feels genuinely human. This exhibits the need for hyper-personalization, but at scale. On the operational side, costs need to be kept low. That is where our Self Serve 2.0 comes in, deflecting up to 90% of the tickets, saving costs, and improving operational efficiencies for an exceptional customer experience.”

The survey also revealed that more than 26% of respondents emphasized the importance of self-serve platforms that can handle complex queries. With advanced AI and machine learning algorithms, these platforms leverage vast datasets and predictive models to offer precise solutions to intricate problems, identifying correlations that are often too time-consuming for human agents to detect.

Furthermore, nearly 20% of respondents highlighted the value of self-serve options that prioritize customer engagement through natural, human-like interactions. By using AI enhanced with Natural Language Processing (NLP) and Vertical-focused Language Models (LLMs), businesses can deploy hybrid bots that engage in intelligent, meaningful conversations with minimal human intervention, ensuring customers feel heard and understood.

According to the Kapture CX survey, nearly half of the respondents (49%) prefer a self-serve platform that integrates these advanced features. Such a platform offers a win-win solution, providing customers with quick and easy access to support while enabling businesses to reduce operational costs and allocate resources to more complex tasks.

Gaurav Juneja further added: “The market is evolving at a rapid pace, and scalability is key. Integrating top-tier self-serve support options allows businesses to manage high volumes of customer queries without expanding their support staff. Self-serve platforms streamline customer interactions, providing instant solutions so brands can focus on growth and innovation, confident that their customer support can keep up with the demand.”

While the benefits of advanced self-serve platforms are evident, the technology continues to evolve alongside advancements in AI and machine learning. Modern self-service solutions are reshaping the customer support landscape and setting new standards for customer experience.

As customer demands continue to grow, robust self-serve platforms offer a competitive advantage over traditional support models. It’s crucial for contact center leaders to assess their current solutions and ensure that self-serve channels can meet these evolving needs.      

About Kapture CX

Kapture CX is an enterprise-grade, AI-powered Omnichannel Customer Experience management platform, specializing in customer support. With a deep focus on evolving customer expectations, Kapture transforms good customer experiences into great ones. Serving over 1000 businesses across 16 countries, Kapture’s expertise spans five key industries: Retail, BFSI, Travel, Energy, and Consumer Durables.

Author

Navneet Kaur

Manager- Marketing

enquiries@kapture.cx