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 Review collected by and hosted on G2.com.
I'm thoroughly impressed with Kapture but sometime it gives bugs and glitches and hang which should be improved by malware Review collected by and hosted on G2.com.
Video Reviews
It's good, however there is scope for a lot of improvement
163 out of 164 Total Reviews for Kapture CX
Overall Review Sentiment for Kapture CX
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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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on G2.com.
Most of the time it work smooth but some time we faced error while creating a ticket with our whatsapp chat tool Review collected by and hosted on 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 Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on G2.com.
Easy to navigate and the details are found easily to address the customer's issue with ease. The past tickets the notes on the past ticket are easily accessible. Assigning tickets to a team mate and relevant authorities is another good feature. Review collected by and hosted on G2.com.
At times the Kapture is too slow. It takes a lot of time to load, impacting the overall customer experience. On working on a virtual network it usually happens. Review collected by and hosted on G2.com.
My overall experience wth Kapture has been good. There are some functionalities that can be added, but I've seen the roadmap has progressed quite a lot since we started working with them. Kapture is fast with very little downtime. Major advantages of using are that we get visibility into real-time ticket data (closure, pending etc.). We can also observe agent performance and producitivity through dashboards. Bulk upload of tickets is also helpful in addition to the omnichannel integrations. Review collected by and hosted on G2.com.
Visualization of the analytics like closure, incoming ticket, headmaps etc. could be made better and more user friendly. I have also suggested agent collision feature to prevent multiple agents working on the same tickets. Review collected by and hosted on 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! Review collected by and hosted on G2.com.
The analytics and reporting could be more detailed and allow for better customization of dashboards. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on G2.com.
Sometimes finding the data is difficult Review collected by and hosted on G2.com.
