Tata 1mg delivers seamless, high-impact support experiences with Kapture CX

Situation Overview:

In its mission to be India’s most trusted healthcare provider, Tata 1mg recognized that exceptional customer service was central to its growth. With millions of customers relying on its platform, the company faced challenges in consolidating customer feedback, streamlining service delivery, and maintaining seamless communication both internally and externally.

To uphold this vision, Tata 1mg needed a solution that could unify customer touchpoints, ensure operational consistency, and empower frontline agents with the right tools.

Challenges

• Scattered Customer Feedback – Customer queries and feedback were spread across multiple platforms, making it difficult to centralize insights and act on them efficiently.
• Lack of Standardized Processes – The absence of customized workflows made it challenging to maintain consistency in service delivery across different teams and regions.
• Inefficient Internal Collaboration – Cross-functional communication, especially with external partners and third-party providers, was fragmented and time-consuming.

Solution

• Omnichannel Ticketing Platform – Kapture CX’s omnichannel solution brought together all customer interactions into a single, unified dashboard. This enabled Tata 1mg’s support teams to provide timely, consistent, and high-quality responses across every customer touchpoint.
• Tailored Workflows and Customizations – Kapture CX worked closely with Tata 1mg to build customized workflows that addressed their unique operational needs, ensuring that agents had the right processes in place to resolve issues efficiently.
• Side Conversation Feature – The “Side Conversation” feature within Kapture CX allowed agents to collaborate internally and seek approvals or advice discreetly without complicating the primary customer conversation.

Impact

• Higher Agent Efficiency – With seamless access to customer histories and internal collaboration tools, agents were able to resolve issues faster and more effectively.
• Improved First-Contact Resolution (FCR) – Advisors had immediate access to all necessary information, leading to quicker resolutions and improved customer satisfaction.
• Streamlined Internal Communication – The Side Conversation feature eliminated the need for back-and-forth emails or calls, saving time and enabling smooth internal coordination.

By partnering with Kapture CX, Tata 1mg transformed its customer service operations into a centralized, efficient, and customer-first system. The tailored solution empowered frontline advisors, enhanced internal collaboration, and ensured every customer interaction reflected Tata 1mg’s unwavering commitment to excellence.

Elevate your customer experience with Kapture CX. Book a personalized demo and see how seamless support can transform your business.