Kapture for happy customers

Download Kapture for happy customers

Post on 16-Jan-2017

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