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.