Nana Direct, Saudi Arabia based online grocery shopping app has recently onboarded Kapture CX- a SaaS-based Customer Experience platform in India to develop a roadmap to automate and scale its customer support system, offering a seamless customer experience to all its users.
The company has gained a user base leading to a significant increase in the number of tickets raised. This has prompted the company to onboard more customer agents to handle the rise in volume. With the integration of Kapture, Nana Direct aims to expand its support system without adversely affecting key contact centre metrics such as average handling time, response times, and customer satisfaction metrics like CSAT rates.
“As a comprehensive CX platform, Kapture helps Nana Direct to scale its contact centre operations without compromising the customer satisfaction scores. Quick commerce is one of our focus verticals and we are honoured that the company has entrusted us to deliver an authentic customer experience that contributes to their growing customer ecosystem. We look forward to a long and mutually beneficial relationship,” Sheshgiri Kamath, CEO and co-founder, Kapture CX said.
Kapture CX’s advanced automation focuses on an omnichannel ticketing mechanism and chatbot to streamline the resolution process, further enhancing the overall customer experience. The platform integrates with Nana Direct’s diverse touch points including Emails, WhatsApp, Call management, and all other systems involved in the customer resolution process. Subsequently, this has led to a considerable drop in support tickets.