Customer Loyalty

Customer learning – one of the best tools for improving customer loyalty

For every business, irrespective of the industry, cost of acquiring a new customer is pretty high when compared to a customer who has been coming back to purchase from you. Such customers are loyal to you, even when you’re not executing sales or experiencing low on-boarding. Loyal customers are responsible for a constant stream of revenue through repeat purchases over their entire life cycle. Moreover, they are also extremely likely to recommend your business within…

Customer Service Software

Is it too much to ask for selfless customer service?

It’s easy for businesses to focus their efforts on simple financial gains when performing customer service. But doing so usually trades off customer satisfaction – sometimes even completely neglects it – in exchange for monetary profits. This kind of selfish approach might churn out great profits for the business in the short-term, but if you do not focus on helping your real stakeholders (being your end-consumers or customers), your company is highly likely to take…

Customer Service Software

Improve your customer service performance with a clear support strategy

Businesses are always on the lookout for methods to multiply their user-base without sacrificing on their customer service performance. Good service is not simply based on being polite or speaking well with your customers, but rather on how well you can understand and resolve customers’ issues when they come and contact you about it. This is exactly why businesses are rushing to turn their product-oriented business into a more customer-focused one, which is becoming exceedingly…

Customer Service Agent

Being A Good Customer Service Agent Is More Than Simply Resolving Faster

It’s a simple fact, that a customer service agent is extremely important for every business’ support activities. The better an agent is, the more chances that their interactions with any customer go down smoothly and without any glitches. But what is a ‘good’ service agent, anyway? Being an exceptional agent involves having certain objective as well as subjective attributes within you. When you have these qualities, speaking to a customer, understanding the problem that they…

Helpdesk Ticketing System

7 ways a helpdesk ticketing system can improve your customers’ experience

A customer’s experience is the cumulative of all the interactions that they have with a business. Whether it’s a marketing call, sales follow-up, delivery notification or a simple service request, your customer’s perspective about your business depends entirely on how you treat them during these activities. Your customers are your biggest advocates It’s always helpful to remember that your customers are way more important to your business than simply aiming for more and more sales….

BigBasket.com + Kapture CRM = Sheer Awesomeness!

BigBasket.com + Kapture CRM = Sheer Awesomeness!

There is a new love story brewing in town. India’s largest online grocery retailer, BigBasket has always been super obsessed with exemplary customer service. In spite of having a world class support team and an awesome delivery infrastructure, customer service continued to remain a challenge, thanks in part to their customers’ top grade expectations and that too, from the leader in the market! BigBasket’s customer service team relentlessly answers queries across email, phone, social media,…

Cloud Based Customer Support Software

Cloud-enabled customer support can augment your service activities

Let’s say that you’re delivering support to your customers through multiple channels. Do you know which agent responded to the customer’s ticket? Are you sure that ticket was assigned to an agent? Is the ticket still unresolved? Trying to answer these questions without any substantial aid will almost always lead you to a dead end, and lead to failure in delivering valuable insight in your operations. At the end of the day, understanding your customers…

Customer Service

The secret recipe for customer satisfaction – speed and proficiency

Customer service is extremely fragile. If you take your sweet time before responding to a customer with a service request, you might find yourself speaking to the air, because that customer is long gone. The longer you wait, the more likely it is for your customers to feel frustrated and move on. On the other hand, if you deliver a response too quickly – and without any proper analysis – you may end up giving…

Phone Support

Don’t let inadequacies of phone support affect your customer service

Although phone support was traditionally created during the late 19th century, it only really propagated into common culture in the 60s, when call centers were starting to pop up to serve thousands of customers locally. Ever since, it has been the go-to method for a customer to speak to a customer service representative and get any issues resolved. It was a big jump from the slow-moving direct mail that was commonplace before this time. Ever…

Customer Service Software

Stuck waiting in long lines? Automation is the perfect tool for a speedier customer service

Are you reeling from the recent and groundbreaking announcement of demonetizing old Indian currency notes in the war against black money? It’s a bold move by the government, and one that promises long-term benefits by trading off on short-term inconvenience. Although this has spawned polarizing opinions in the public eye, all the reasonable complaints made during this transition have one theme in common – the apparent mismanagement in reducing problems for the people. At the…

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Leverage customer service platform with an online destination for 24/7 support to help your customers answer their own questions. With Kapdesk Help Center you can create a knowledge database, and customer portal that fits in seamlessly with your brand in a matter of moments. Kapdesk streamlines your support infrastructure with real time features like ticket views, prompters and necessary automations. This helps you deliver better customer service and relevant, to the point conversations.
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