Vogo partners with Kapture CRM to enhance customer support process

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Kapture CRM, an enterprise-grade cloud-based SaaS Customer Relationship Management software, has partnered with VOGO; a tech-enabled self-ride two-wheeler rental service provider, to use Kapture’s Integrated Ticket Management System to effectively manage its customer support process.

Kapture CRM, which already has a sizable customer base and a strong network of channels in 15 countries including Singapore and the USA has increased its footprint in the Indian market by this partnership. Vogo will be using Kapture’s ticket management system to manage queries generated through multiple platforms.

A unified dashboard facilitated by Kapture will include all queries and requests raised by Vogo customers across multiple sources such as Facebook, Twitter, Vogo app, calls or even emails.  The incoming customer queries can be related to refund/reimbursement, fuel refund, maintenance, etc. and all such issues will be converted into tickets. These tickets, updated with customer details and issue points, will be configured (based on priority and concerned department) and will be directed to the respective agent or service team.

A resolved ticket will then be disposed of from the same window after being marked appropriately. There is more than one type of ticket disposition. For instance, it could be customer issue resolved, work completed, product delivered, refund initiated, etc.

Sheshgiri Kamath, Co-founder & CEO Kapture CRM, said,The immediate goal of this partnership is to help Vogo provide seamless customer support across multiple channels and resolve customer queries faster. Our long-term aim is to help Vogo achieve higher customer retention rates as well as increased customer satisfaction rates. We are hoping for a long ride with Vogo.”

Padmanabhan-Balakrishnan_-Cofounder-_COO_-VOGO.pngPadmanabhan Balakrishnan, Co-founder & COO, Vogo Bikes, said, “Customer satisfaction is a high priority for success in our industry and our customers reach out to us through multiple channels. Our partnership with Kapture CRM will help us consolidate all our customer queries from multiple channels on a single dashboard which will make the process more efficient, we can categorize the queries as per priority and provide timely solutions, leading to effective issue resolution & satisfied customer”

Over the years, Kapture CRM has evolved into a 200+ member team across 15 countries with a steady stream of 500+ clients, and 25,000+ users using the platform every day. Through its rich API partner network, Kapture CRM aims to facilitate seamless customer support experiences for enterprises across multiple industries.

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