Enhance your customer experience to uplift your business through Kapture- A cloud CRM. It will help you overcome everyday challenges such as changing customer behavior, high market competition, complex system interface on a single platform. Through Kapture’s unified dashboard, you can manage customer orders, track orders and payments. Raise and assign tickets to respective teams and escalate complaints if not responded on time.

1. KAPTURE
for internet companies

2. The secret of a successful businessFrom a local grocery shop to top brands, every successful business
flourishes by keeping its customers happy and enhancing customer
experience.
No matter how you do it, you simply have to.

3. customer support
does it really matter
repurchaseIt’s a leading
indicator of
consumer
repurchase
intentions and
loyalty
point of differentiation2 businesses that offer
the exact same product.
What will make you
choose one over the
other?
reduce customer churn
See whether your new
initiatives have had a
positive or negative
impact on satisfaction.
increase customer lifetime val
‘totally satisfied customer’
contributes 14 times more
revenue than a ‘somewhat
dissatisfied customer’.
reduce
negative
word of
mouth
tightly linked to
revenue and
repeat
purchases
cost for
new
customercheaper to
retain
customers than
acquire new
ones
Gain
Feedback
&
Intelligence
Make sale
more
efficient ,
faster and
wiser
growth &
trust
business comes
automatically to brands
that have a loyal fan
following

4. First Impressions last forever
why do customers get negative
24
%Good
experience
Continue to seek out
vendors for 2 or more
years after good
experiences
39
%bad
experience
Continue to avoid
vendors for 2 or more
years after bad
experiences
78
%deceptio
n
consumers claim they would
leave a service provider if
delivered was different from
what is implied
Rudene
ss
if dealing with
unfriendly or impolite
customer service
agents
77
%
73
%incompeten
cyafter having to contact
customer service multiple
times for the same
reason
71
%inflexibility
when they encounter
business polices such as
inflexible returns and poor
warranties
65
%latenes
s
after being left
on hold for a
long time
52
%no
help
of inbound calls
aren't resolved in
the first call

5. Challenges
why is it such a difficult space
Too many
channels to
monitor
requests
Viral nature of bad
reviews over internet &
word-of-mouth
Changing
customer
behaviour
High
market
competiti
on
problems
why is it such a difficult space
Delaye
d
respon
se
No analytics to
track customer
satisfaction
Complex
systems and
interfaces
No easy
accessibility to
the right
authorities

6. introducing kapdesk

7. INNOVATE AND AUTOMATE BUSINESS
PROCESSES INGENIOUSLY
introducing kapdeskKapdesk is a fully-customizable, cloud-based CRM platform
that helps companies get real close to their customers and
keep them happy.
CAPTUREs
enquiries FROM
DIFFERENT
CHANNELS
FULLY
MOBILE
platform
INTEGRATE
WITH
MULTIPLE
SYSTEMS
TRACK
LOCATION
online or
offline
PROFILE
ENTITIES
exclusive
Live
updates
miss
nothing
Key Highlights
and much more ….

8. Order confirmation mailers
Order management
Order tracking
COD Payment and Collections
Order delivery status mails
Order deliver confirmations
Thank you mailers
Feedback forms
New marketing mailers
Past transactions
Order history
Customized mailers on purchase value
Birthdays & Anniversary wishes
E THE CUSTOMER BUYING EXPERIEKAPDESK ENABLES YOU TO

9. Gather All complaints &
Feedbacks at a single
place
INCREASE your team’s PERFORMANCE - BY 20% WITHIN 6 MONTHS
1
OMER COMPLAINT MANAGEMENTKAPDESK ENABLES YOU TO
Automatically convert
them into individual
tickets
2 Buyer complaint history –
Know if it is repeating or
genuine
3 Automate responses to
complaints4
View status &
priorities of each
complaint
5 Assign & Auto Assign
tickets to respective
teams
6 Escalate complaints if
not responded in set
time
7
Productivity review of
customer service
agent
8
GOOD AT Multiple relationships - Integrates well with all your current systems
easy to implement - easy to use

10. What makes it one of a kind

11. -CHANNEL COMMUNICATION
Kapdesk comes with APIs to integrate with every possible channel
through which customers can send in requests.
INNOVATE AND AUTOMATE BUSINESS
PROCESSES INGENIOUSLYLive
Chats
Existing proprietary
software
Call centre
Websit
e
Email &
SMS
Online
campaigns/
Social Media

12. UR CONVERSATIONS AT ONE PLACEGET ALL CONVERSATIONS FROM MULTIPLE Channels TO ONE PLACE
Call center
Chats
Social Media
TICKET
S
Loved your Argan Oil. It is super amazing!
Website
3rd party sites

13. RFUL TICKETING - DASHBOARDView each ticket in detail
3. Check the
assigned employee
1. Choose actions
2. Assign Tickets to
employees

14. View each ticket in detail
Detailed view of each
ticket
RFUL TICKETING - DASHBOARD

15. 2. Check
status for
each ticket
1. Check mails, calls, chats and every other ticket from a single
place
3. Choose Priority
RFUL TICKETING - DASHBOARDTAKE ACTIONS

16. LIVE CHAT
Cross sell & Upsell
increases the chances of
conversion and sales
2
1
3
4
view the visitors’ activity on your
website
interactively
engage the
customer
help them make
better decisions
for their buy

17. LIVE CHAT1. KAPDESK chat is a great tool for your
customers to get real-time support from
your end
Chat
reaches
your inbox
How May I Help You?
Ashwin Nayar
ashwin@gmail.com
965656789
I need help deciding what to buy

18. LIVE CHAT
2. Automated responses
You don’t want your customers waiting,
do you?
Reduce Your customer’s wait time with
automated
response feature.
You can Make sure they get a response
from you instantly
The System will send the response automatically
to
customer if your executive is busy with an other
chat
2
1
3
4

19. LIVE CHAT
3. CONVERTING YOUR CHATS INTO ENQUIRIES
You can also Create
your Chats Into
enquiry

20. LIVE CHAT
4. Configure Your Chat Settings
You Can Create Different
Chats For Support Team &
Sales Team
Set Your
Chat Name
You Can Assign It To A
Customer Service
Executive
You Can Also Set Your
Default Message
1
2
3
4

21. E-MAILS
1. Integrate your emails with kapdesk
Enquiries can come
from
• Universal mail id
• Enquiry forms

22. E-MAILS2. All E-Mails At one Place
View the entire
thread of mails
Set
Auto-responses1 2

23. E-MAILS3. Filters & Auto Allocations
“Hi Team,
The choose payment button is not working.”
“Hi Team,
The invoice details are incorrect”
ACCOUNT
S TEAM
SERVICE
TEAM
set some
specific
keywords as
filters
The system reads the
keywords before the
mail is opened
Mails containing those
keywords can directed to the
respective teams directly1 2 3

24. E-MAILS4. VIP MAILS
SET FILTERS
For VIP/TLM
email ids
System can Direct such Mails
TO your company’s TLM ids
automatically1 2
From mail ID
ceo@client.com
To mail ID
ceo@yourcompany.com

25. E-MAILS5. ESCALATIONS & RULESSET ESCALATION RULES SO THAT NO TICKET IS
LEFT UNATTENDED.
set response
time & Escalation
Matrix1
E Mails when not responded in
set time will be escalated to the
specified e mail id2
Levels of escalations can be
planned and set in the system3

26. 1. Integrate your call center with kapdesk
• Set a cloud
telephonic number
• Get all calls
integrated with
kapdesk
CALLS

27. 2. Check incoming call graphs
CALLS

28. 3. Real time call recordings
CALLS
Call
Check call
durations
Real Time Recordings
Of Calls

29. 1. All Tickets Report
Real-Time Reports

30. 2. Tickets status wise & Source Wise reports
Real-Time Reports

31. 3. Employee productivity Report
Real-Time Reports

32. There’s more
Apart from automating customer-service processes, KAPTURE also is the
complete CRM solution to automate Sales, marketing and post-sales activities.
Lead
manageme
nt
Sales
tracking
Task
manage
ment
Campaign
management
Maintain
status of
queries
Salient features
Unlimited data storage
Complete training and 24/ 7 support
Pay per login per month
Fully- customisable
User-friendly interface
Payment
s & billing

33. Integrates with any system that offers API’s
Integrations
Telephony 3rd party software In-house software

34. Social media & websiteAccounting software
A large array of rich API’s for all your
extensive needs
Integrations

35. Works across all devices
Device Compatibility

36. SOME OF OUR
PROUD CLIENTS
Bangalore Mumbai Delhi Houston (USA)
www.kapturecrm.com Contact : +91 7899887755 www.kapdesk.com
Some of our proud clients
Thank you