HappyFares Elevates Customer Experience with Kapture CX

India, January 28, 2026: HappyFares, a leading player in India’s online travel industry, has successfully implemented Kapture CX’s Customer Experience platform to streamline its support operations and deliver faster, more consistent customer service across channels.

As HappyFares continued to scale and manage increasing volumes of customer interactions across email, WhatsApp, and social media, the need for a unified and efficient support system became critical. To address this, the company adopted Kapture CX’s omnichannel helpdesk solution to centralize operations and enhance service delivery.

With Kapture CX, HappyFares consolidated all customer touchpoints into a single platform, enabling agents to access complete customer context, track conversations seamlessly, and resolve queries faster. Automated ticket creation, intelligent routing, and structured workflows have significantly improved operational efficiency while ensuring no customer query goes unnoticed.

Since implementation, HappyFares has achieved substantial improvements in key performance metrics. Average Handling Time (AHT) has reduced by 60%, while SLA compliance has reached 95%, ensuring timely responses and resolution across all interactions. Additionally, customer satisfaction (CSAT) has improved by 25%, reflecting the impact of faster, more reliable support.

Sujay Bharadwaj, Operations Vertical Lead at HappyFares, said:
“Kapture’s unified helpdesk has been a game-changer for us. Our support agents feel more empowered, and customer satisfaction scores have improved significantly. We now have much more visibility and control over our operations.”

Kapture CX’s built-in analytics and real-time dashboards have also enabled HappyFares’ leadership team to monitor agent performance, track ticket status, and ensure SLA adherence with greater precision. The platform’s ease of implementation and user-friendly interface allowed the team to onboard quickly and start seeing results almost immediately.

This collaboration highlights Kapture CX’s ability to deliver scalable, AI-powered customer experience solutions tailored for high-growth, multi-channel businesses. By unifying support operations and enabling intelligent automation, Kapture continues to help enterprises improve efficiency, enhance customer satisfaction, and drive measurable business outcomes.

About Kapture

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

Sohail Shaikh

Senior Manager – Product Marketing

enquiries@kapture.cx