A ticket management system is a software program that allows you to track, organize, prioritize and resolve support tickets. All incoming tickets are assigned with priority based on several factors like customer life time value, type and urgency of the issue. Then these tickets are assigned to the right agent based on their skill set, availability, and expertise level.
The long and short of it: we help your support team to work faster.
With increasing support tickets, its really painful to keep track of tickets and deliver timely and quality customer support. That's where the Ticketing Software comes in.
Support your customers through many different avenues. When they contact you on your website, by email , phone call, chat , or through social media - a ticket will be generated in Kapture which allows agents to respond faster while remaining organized. All of these discussions are tracked and added to the customer's profile so that there is always an open line of communication between the company and the customer.
Empowers your agents to view and resolve queries coming through your website.
Generate and assign support tickets from messages and comments originating from social channels like Instagram, Facebook, Twitter, and Youtube.
Generate support tickets from your customer support email inbox. Assign tickets to agents as customers contact your business via email.
Integrate you cloud telephony system with the ticket management system to generate tickets from the incoming calls. Agents dont need to be logged in to the cloud telephony platforms to provide the support.
Organize and classify your support tickets according to the type and severity based on the keywords used by the customer. It allows for more equitable workload distribution and realistic objectives. Furthermore, you don’t have to be concerned about crucial tickets becoming distracted.
Kapture manages the ticket queue efficiently and smartly by tagging and prioritizing tickets based on the keywords used by customers. The urgent tickets are prioritized automatically based on SLAs, customer data, and past interactions.
The Kapture ticket management system can automatically assign tickets to the appropriate team and route them to agents based on skills, availability, priority, and location in minimal time. This frees up agents, who are now able to work on more complex interactions while also supporting customers with less pressing issues.
Seamless and fast integration with all third party platforms for a better customer experience
Your journey with us does’t end after implementation, we are there for you even after that to solve all your queries and problems.
Reports in your desired format for a better and faster decision making process.
Sign-in only to our SSO Helpdesk platforms and leave the rest to us.
Agents have their own AI-powered assistant to solve their queries for a better and smoother customer experience.
An in-build language translator for your agents to communicate with the customers in their preferred language for a personalized customer experience.
"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."
"The enquiries needed to be urgently integrated in a cohesive manner and Kapture's software has been a total gamechanger"
"Reduced overall response time backed by Kapture's technology and automation"