Giva Shines Bright with Streamlined Customer Support Powered by Kapture CX

Situation Overview:

As Giva scaled its operations beyond initial stores, it became clear that delivering consistent, high-quality customer service would be key to sustaining brand loyalty and growth. With multiple communication channels including WhatsApp, email, and calls the absence of a centralized system made it difficult to manage, monitor, and measure customer interactions effectively. To address this, Giva partnered with Kapture CX to set up an end-to-end customer support solution tailored to their unique needs.

Challenges

• Fragmented Customer Communication – Without a single platform to bring together various support channels, Giva faced challenges in providing timely and consistent service.
• Manual CSAT Collection and Limited Insights – Customer feedback was being gathered manually across disjointed systems, limiting the ability to track satisfaction or drill down into agent and channel-level performance.
• Lack of Reporting Flexibility – Giva needed customizable reporting capabilities to align customer service metrics with leadership expectations and business objectives.
• Onboarding and Training Complexity – Introducing a new CRM to the team required a solution that would offer not just technology, but also dedicated training and support for smooth adoption.

Solution

• Unified Omnichannel Support – With Kapture CX, Giva integrated WhatsApp, email, voice, and chat into a single platform allowing seamless switching between channels and faster query resolutions.
• Automated CSAT Triggers & Detailed Reporting – Kapture’s automated CSAT surveys ensured real-time feedback collection as soon as tickets were marked resolved. Custom dashboards allowed Giva to track agent-wise, channel-wise, and overall CSAT scores for targeted improvements.
• Past Ticket Visibility & Trend Analysis – The system enabled Giva’s team to view historical tickets linked to the same customer, helping identify trends, recurring issues, and opportunities for proactive engagement.
• Fast Onboarding & Dedicated Support – Kapture provided personalized onboarding sessions for Giva’s agents and managers, ensuring the team could quickly adopt the platform and extract maximum value. Ongoing support ensured that any queries or customizations were addressed swiftly.

Impact

• Centralized and Efficient Customer Service – All customer interactions were brought under one roof, enabling faster, more consistent service across channels and reducing response times.
• Real-Time CSAT Insights – Automated feedback collection helped Giva measure customer satisfaction more effectively right down to the individual agent and specific channels allowing for continuous service refinement.
• Informed Decision-Making through Custom Dashboards -Tailored reports empowered leadership to focus on the metrics that mattered most, while agents gained visibility into their own performance for self-improvement.
• Seamless Transition and Continued Growth – With dedicated onboarding and responsive support from Kapture, Giva smoothly transitioned to the new system setting the foundation for scalable, high-quality customer support as the brand expands.

Elevate Customer Delight with Kapture CX

With Kapture CX, Giva built a scalable, data-driven customer support system that reflects the same quality and elegance as its jewelry ensuring every interaction sparkles.

Elevate your customer experience with Kapture CX. Book a personalized demo and discover how modern customer service automation can transform your business.