For Happy Customers Kapture
Managing a company's interactions with current and future customers.
Using technology to organize, automate and synchronize sales, marketing, customer service, and technical support.
You already KYC,,.Time for crm
Good Brands Suffer Coz of Bad CRM
1. No common platform2. Delayed response3. Loosely managed data4. No integration of internal systems5. Lack of automation
How some brands fail to understand the importance of customer satisfaction, beyond the value of product or service
No common platformLack of a common platform to capture queries about services, product details, payment methods, other information, updating details, complaints, etc. fromvarious channels like:
• Website• Social media applications• E-mails• Call centres• SMS• Online Campaigns• Online Portals• Offline Marketing
1
Loosely Managed DataLimited resources to manage queries coming in through various channels
No means for classification and allocation of queries based on type of query raised
Maintaining records and history of conversations
Manual and local handling of data leading to mismanagement
No means to secure data over time
2
Delayed Response
Unsupportive systems to generate quick response
Lack of means to deliver automated responses
Increased time of query resolution
3
No integration of internal systems
Non compatible systems to classify, allocate or escalate queries
Separate systems for handling different CRM activities
Barrier to internal communication
4
Lack of Automation
Manual data entry leading to unwanted errors
No systems to generate automated response via email or SMS
No means to access real-time reports
5
Kapture Helps
Complete CRM and ERP solutions for all communication, query resolution and management activities.
Just as we make sure that every customer is delighted, always.
Feature:
Separate profiles can be created and updated with name and all kinds of contact information.
The customer will be tagged with the service that he has opted for and the team member who closed the deal.
You Can - Create Customer Profiles
Benefits:
Easy access to different kinds of customer information
Classification of customers to enhance the service provided
Never run out of space
You Can
Feature:
A peek into the recent conversations with the customer to update you before talking to them
View details including the profile, contact details, conversation history and more.
- Access a Unified Address Book
Benefits:
Keeps you updated, ahead of the customer
Saves conversational time
Enhances customer delight
You Can
Feature:
Individual customer log-ins to access personal details
Change of address and contact information operation can also be performed.
- Create Customer Logins
Benefits:
Reduces the back-end workload
Reduces customer’s efforts to update details
Enhances customer experience
You Can
Feature:
Analytics and statistics based on performance of individuals, teams and products/services
Daily, weekly monthly reports.
- Be Accountable
Benefits:
Track performance of almost anything
Numbers to back your strategic decisions
Access reports anytime, anywhere
You Can
Feature:
Address queries from various sources over a single platform
Follow the escalation matrix and push forward unattended/unsolved issues within a speculated period of time.
- Escalate issues
Benefits:
Zero ‘missed calls’from customers
Better response to queries or complaints
Better track record of satisfied customers
Inclusive of all
Queries for product/service information
Reviews and Feedback Promotional E-mails
and SMSes
plus
Easy integration withCall Centre Systems
No matter through which channel the query/complaint has been raised, be it via internet, phone or call centers,
all of them will be tabled and queued up for resolution based on priority or a round robin/ FIFO mechanism.
Once the query/ complaint is classified a unique ticket number is generated and a
ticket is raised.
This ticket is then assigned to the respective teams/ departments for resolution.
Based on the type of query and the estimated time for resolution an automated/ manual timeline can be set for the team member.
Incase the timelines are not met then the query can be escalated to the senior management.
Also tickets can be reassigned automatically to other team members incase of the one who is assigned the
ticket, is on leave.
This fastens the process of query resolution and the customers are always happy.
Once the query is resolved or is taking an unexpected duration to be resolved, automated responses can be sent
via Voice Calls/ SMSes/ Emails etc. with apt messages to keep the customers informed.
General queries can be resolved directly without raising a ticket by sending automated pre-set messages.
If the query is about wanting to opt for a new banking or investment service then the collections team can be assigned a task for further documentation process.
Status of each of these processes can also be maintained.
Customizable based on any kind of business models
Simple Interface with colour coding
Restricted access based on hierarchy
Minimized hardware costs
User friendly features
Seamless Integration
Comes with API to integrate with existing
systems that run on various platforms