Tuesday, June 18, 2024
Outlook India
Outlook Business

SaaS Platform Kapture CX Teams Up With Nana Direct To Enhance E-commerce Customer Experience

Kapture is a SaaS-based customer experience platform that focuses on customer support and enables personal customer interactions

SaaS Platform Kapture CX Teams Up With Nana Direct To Enhance E-commerce Customer Experience
Kapture CX Teams Up With Nana Direct
POSTED ON October 21, 2023 1:02 PM

Nana Direct Saudi Arabia-based online grocery shopping app recently onboarded Kapture CX, a SaaS-based customer experience platform in India to develop a roadmap to automate and scale its customer support system. 

The integration will help the company to expand its support system without impacting the key contact center metrics like average handling time, response times, and customer happiness metrics like CSAT rates, it said via release. 

Elated about the partnership with Nana Direct, Sheshgiri Kamath, CEO and co-founder of Kapture CX said, “As a comprehensive CX platform, Kapture helps Nana Direct to scale its contact center operations without compromising the customer satisfaction scores. Quick commerce is one of our focus verticals and we are honored that the company has entrusted us to deliver an authentic customer experience that contributes to their growing customer ecosystem.” 

The SaaS-based platform has introduced advanced automation with an omnichannel ticketing system and chatbot, optimising customer issue resolution. It seamlessly integrates with Nana Direct's various communication channels like email, WhatsApp, and call management, resulting in a significant reduction in support tickets as most queries are now resolved without direct customer support interaction. This enhances the overall customer experience. 

speaking on the collaboration, Mohammed Almadani, senior manager of customer support of Nana Direct said, “The number of agents that were required to manage the inflow of tickets was high, but with Kapture our contact rate has decreased, indicating that customers don’t need to interact with the support to resolve many issues.” 

Founded in 2014, Kapture brings a customer profiling and segmentation tool that lets the user collect and segregate all prospect interactions on a single platform. Recently, it raised Series A $4 million from Cactus Venture Partners. 

  • Related Articles

    Through this 4-month program, 19 ventures helmed by student entrepreneurs across universities will be able to build on their innovative ideas, avail hands-on mentorship

    NSRCEL-IIMB Introduces Campus Founders Program To Empower Student Start-ups

    The collaboration will aid Google’s new safety initiative, DigiKavach, which aims to safeguard people from increasingly sophisticated financial scams wrought by online criminals

    Google Teams Up With FACE To Fight Predatory Lending Apps In India

    Although the D2C beauty brand emphasizes online distribution, it is receptive to exploring omnichannel avenues as the brand matures

    Actor Kriti Sanon-Backed Hyphen Aims To Reach 1 Crore Customers Within 12 Months