Situation Overview:

As HappyFares puts it, it is “a prominent market player in the Indian online travel sector” focused on helping customers “save money on any flight bookings”. To support its customers 24/7, HappyFares had Kapture in place and immediately gained a unified support inbox where emails, WhatsApp messages, and social media queries all flow into one dashboard. This centralization meant agents no longer juggle disjointed tools, and customers get faster, more consistent service.

As HappyFares continued to scale rapidly and handle growing volumes of customer interactions, the support team focused on building a more structured, future-ready support operation that could keep pace with business growth and customer expectations.

Operational Context & Growth Needs

• Expanding Customer Touchpoints: Customers were actively engaging with HappyFares across multiple channels including Google Workspace email, WhatsApp, and social media. To maintain consistent service quality at scale, it became important to ensure that all conversations were visible, traceable, and managed from a single interface.
• Process Standardization for Faster Resolution: With increasing ticket volumes, the team looked to streamline how requests were captured, routed, and resolved. Having automated ticket creation and clearly defined workflows helped agents spend less time on administrative steps and more time assisting customers.
• Improved Operational Visibility: As the support function matured, leadership aimed to gain deeper, real-time visibility into agent workloads, ticket status, and SLA adherence. Centralized reporting and dashboards became essential to proactively manage performance and plan resources efficiently.

Solution

• Omnichannel Helpdesk: Kapture CX centralized all customer touchpoints into a single ticketing system. HappyFares integrated its Google email, WhatsApp API, and social media feeds so that every inbound request automatically creates a ticket. This ensures nothing falls through the cracks.
• Streamlined Workflows: The Kapture platform routes requests intelligently and provides agents with full customer context. Agents immediately see previous interactions and can apply predefined workflows or templates to resolve issues faster. Sujay notes that the helpdesk “addresses needs efficiently,” so routine tweaks and queries are handled quickly.
• Analytics and SLA Management: Built-in dashboards track key metrics. HappyFares now measures SLA compliance on each ticket, which has jumped to 95%. Managers can see pending tickets and agent load in real time, enabling faster adjustments. Even on a limited feature plan, Kapture’s core reporting gave the team more visibility and control.
• Fast Onboarding & Results: HappyFares onboarded quickly with Kapture CX and began seeing measurable improvements almost immediately, with minimal learning curve and rapid impact on support efficiency.

Results and Benefits

Kapture CX has delivered clear, measurable improvements for HappyFares:

• Faster Response Times: Average Handling Time (AHT) dropped by 60%, as agents save time switching between tools and can focus on resolving tickets.
• High SLA Compliance: With all tickets tracked centrally and escalated appropriately, HappyFares now meets its SLA on 95% of support cases.
• Higher Customer Satisfaction: Faster, more reliable support has boosted HappyFares’ CSAT by 25%. Customers appreciate quick answers and clear communication on issues.
• Empowered Agents: Support staff report feeling more empowered. With a unified view of customer history, agents confidently resolve issues and quickly hand off cases.
• Full Visibility: Management now has “much more visibility and control” over operations. They can monitor pending tickets, agent productivity, and customer sentiment in real time.

These gains were realized quickly as HappyFares fully leveraged Kapture CX, clearly demonstrating the platform’s impact on support efficiency and overall customer experience. Looking ahead, the team plans to further expand its use of Kapture’s capabilities by exploring AI-driven chat support and voice call integration, enabling greater automation of routine queries while allowing agents to focus on more complex, high-value customer interactions.