We evalauated about 8-9 vendors before going for Kapture's ticketing platform. The major point of distinction for Kapture was the mature Gen AI features that are deeply ingrained across their entire platform. The AI features like agent assist, smart routing, co-pilot etc. are very useful for an organization our size and complexity. Reseña recopilada por y alojada en G2.com.
Some of the advanced features, specially within configuration could use a bit more in-app guidance. But more often than not, we've been able to train our agents easily but the power users have had to reach out to the support team. Our queries have been resolved at record time. Reseña recopilada por y alojada en G2.com.
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It's good, however there is scope for a lot of improvement
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Kapture CRM is very important for our day to day work it helps in maintaining our customer record and resolve their concern on timely basis Reseña recopilada por y alojada en G2.com.
I'm thoroughly impressed with Kapture but sometime it gives bugs and glitches and hang which should be improved by malware Reseña recopilada por y alojada en G2.com.
We used kapture for the tracking our reqeust of ticket which was grnrated by the advisor, For eg, within 7 days how many delay reqeust has been raised and how many was resolved by the team. Reseña recopilada por y alojada en G2.com.
Most of the time it work smooth but some time we faced error while creating a ticket with our whatsapp chat tool Reseña recopilada por y alojada en G2.com.
The platform is crisp, clear, and highly user-friendly, which makes it easy to access and navigate. One of its standout features is its customizability, which allows teams to resolve issues efficiently. It also facilitates seamless team communication with concise, relevant information, helping to improve productivity and collaboration via side conversations. We've also been using their chatbot and help center features that have been helping keep repetitive inquiries at bay. Supoort from there team is also good Reseña recopilada por y alojada en G2.com.
Occasionally, there are errors when working on a page, where you will need to type again but reloading the page has helped. It might simply be our internal issue- I am not very sure. Additionally, the ticket search functionality could be improved by allowing broader search options without having to select specific fields every time. These minor issues can be addressed to improve the overall usage of the platform I believe. Reseña recopilada por y alojada en G2.com.
In one word, Kapture- the product & the people are very customer friendly. The UI is very easy to understand and navigate. Working on individual tickets with Kapture is very easy compared to the previous CX products that I have used, be it small CRM ticketing platforms or the giants. One of the key criteria for selection internally for us was that the platform needed to be easy to use, especally for the new agtents. And Kapture succeeds at that. Reseña recopilada por y alojada en G2.com.
It'll be good to have better reporting dashboard features - with more customizations. There are industry-specific reports currently available, but we could have more ready- to-use formats so we don't have to go making each one from scratch. Reseña recopilada por y alojada en G2.com.
Kapture was a standout vendor for us due to the feature rich platform and the willingness of the team to customize per our unique needs. The onboarding process was structured, and the team was committed to aligning with our pace, which is crucial when dealing with both mature and developing markets. Their support during the pilot phase and the flexibility to scale up made the implementation process seamless. The team’s responsiveness and the structured blueprint provided a clear roadmap for deployment. Reseña recopilada por y alojada en G2.com.
While the overall process was smooth, initial issues with commercials took some time to resolve. The product itself has little to no downtime, and we appreciate the ease of use of ticketing software. Reseña recopilada por y alojada en G2.com.
Fácil de navegar y los detalles se encuentran fácilmente para abordar el problema del cliente con facilidad. Los tickets pasados, las notas sobre el ticket pasado son fácilmente accesibles. Asignar tickets a un compañero de equipo y a las autoridades relevantes es otra buena característica. Reseña recopilada por y alojada en G2.com.
A veces, el Kapture es demasiado lento. Toma mucho tiempo cargar, lo que impacta la experiencia general del cliente. Al trabajar en una red virtual, suele suceder. Reseña recopilada por y alojada en G2.com.
Mi experiencia general con Kapture ha sido buena. Hay algunas funcionalidades que se pueden agregar, pero he visto que el plan de desarrollo ha progresado bastante desde que comenzamos a trabajar con ellos. Kapture es rápido con muy poco tiempo de inactividad. Las principales ventajas de usarlo son que obtenemos visibilidad en tiempo real de los datos de los tickets (cierre, pendiente, etc.). También podemos observar el rendimiento y la productividad de los agentes a través de paneles de control. La carga masiva de tickets también es útil además de las integraciones omnicanal. Reseña recopilada por y alojada en G2.com.
La visualización de los análisis como el cierre, los tickets entrantes, los mapas de calor, etc., podría mejorarse y ser más amigable para el usuario. También he sugerido la función de colisión de agentes para evitar que varios agentes trabajen en los mismos tickets. Reseña recopilada por y alojada en G2.com.
Kapture has significantly improved our customer service operations. The platform is intuitive making it easy to track and resolve customer queries efficiently. Features like automation ticket tagging and seamless integration with other tools have streamlined our workflow.
Overall, Kapture is a reliable and user friendly CRM that enhances customer experience Highly recommended for businesses looking to optimize their customer support processes! Reseña recopilada por y alojada en G2.com.
The analytics and reporting could be more detailed and allow for better customization of dashboards. Reseña recopilada por y alojada en G2.com.
We’ve been using Kapture’s platform to modernize our customer service & the automation really helps us improve the efficiency. A cherry on the cake is the agility of the team and their keenness to keep innovating to introduce more relevant features. The support team is also very proactive and similarly, our experience with our account managers is also pretty great. Reseña recopilada por y alojada en G2.com.
We had requested for a few customizations initially which took longer than expected to be delivered. Recently, though, things have been more punctual and there’s little to complain about. Reseña recopilada por y alojada en G2.com.
It is easy to use and helpful when it comes to finding the data. We use Kapture to track our customer data and it helps to maintain all the required details In one place. Reseña recopilada por y alojada en G2.com.
Sometimes finding the data is difficult Reseña recopilada por y alojada en G2.com.
