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  • Health care services provider LifeCell opts for Kapture CX customer service tool

    Health care services provider LifeCell opts for Kapture CX customer service tool

    MUMBAI: Health care services provider LifeCell International has signed up with Kapture CX, a provider of customer experience solutions to enhance its customer support operations across all channels and optimise its omnichannel ticketing management system. As a part of the implementation, a single, unified platform for all customer tickets has been built, eliminating the need to toggle between multiple systems.

    Kapture CX has also melded with LifeCell’s order management systems and logistics providers to ensure seamless access to critical customer data for faster, more accurate resolutions. Additionally, Kapture CX enables proactive customer support, such as addressing abandoned carts to improve revenue generation, lead conversions, apart from  including outbound call support to empower agents to initiate conversations when necessary, enhancing customer outreach and engagement.

    LifeCell found it imperative to integrate all its customer support systems as it offers several  services and it reasoned that  centralising all of these under one customer response system would improve response time.

    Among the services LifeCell offers include: a community banking program  which has the world’s largest repository of ready-to-use access to over 70,000+ matching stem cell and tissue units for Indian origin patients seeking a transplant; skincare brand AreoVeda targeted at  pregnant women, new moms, and new borns and finally, health investigations for patients seeking discreet self-service offerings from the comfort of their homes through mail-order test kits. 

    “Integrating Kapture CX into our customer support system will significantly contribute to LifeCell’s journey in providing seamless, efficient, and proactive service,” said LifeCell CTO Pawan Singh. “We look forward to centralising our customer data and improved agent productivity whilst emphasising consumers’ responsiveness and the high-quality care they deserve. We look forward to its positive impact on both our customer relationships and business growth.”

    Added Kapture CX CRO Gaurav Juneja: “This collaboration exemplifies how our tech-first approach and AI-driven systems can transform customer engagement, ensuring that LifeCell continues to lead the way in innovation while enhancing overall customer satisfaction.”

  • The Bear House onboards Kapture CX to streamline customer support

    The Bear House onboards Kapture CX to streamline customer support

    Mumbai: The Bear House, a menswear brand turned e-commerce success, has recently adopted Kapture CX, a Gen AI-powered customer support automation platform. The brand intends to utilise Kapture’s omnichannel capabilities, user-friendly interface, and efficient ticket management to enhance customer experience.

    The Bear House has redefined menswear essentials by combining premium quality with urban luxe aesthetics. In 2023-2024, the brand achieved 175 per cent sales growth. To support this growth, The Bear House integrated Kapture CX to address issues with its previous third-party support system, such as limited access, low visibility into past tickets and customer history, and inefficient operations.

    Delighted with the integration, The Bear House co-founder Harsh Somaiya said, “At The Bear House, our commitment has always been to provide exceptional experiences to our customers, both through our products and our service. By partnering with Kapture CX, we’re taking a significant step forward in ensuring that our customer support is as elevated and seamless as our brand. The intuitive design and robust capabilities of Kapture CX will allow us to better manage our customer interactions, ensuring that every query is handled with the attention and efficiency it deserves. We’re excited about the positive impact this will have on our customer relationships and our continued growth.”

    As The Bear House moves on an international and domestic expansion spree, it will continue to witness a surge in customer interactions, queries and concerns across multiple touchpoints. Kapture CX’s intuitive user interface can prove to be a game-changer in enhancing its usability significantly as compared to other conventional support systems.

    Kapture CX CRO Gaurav Juneja commented, “We’re proud to add The Bear House, a fast-growing brand, to our portfolio of successful retail and eCommerce partnerships. Our experience in transforming customer support for leading brands enabled us to streamline and automate their operations with unmatched speed. What typically takes 30 days or more, we accomplished in less than a week—setting a new gold standard and exceeding their expectations. We deeply value their trust and are committed to delivering an exceptional experience that supports their continued growth.”

    The Bear House, receiving customer feedback and queries through various channels, recognized the need for an automated support system with strong omnichannel capabilities, covering social media, inbound communications, and other channels, all managed from a unified dashboard.

    Additionally, Kapture CX simplifies the ticket management process, which prompted The Bear House to switch from its third-party support system. Its user-friendly interface also eases the training of new agents, enabling faster onboarding and adaptation.

    Focused on innovating the menswear category while considering customer lifestyles and needs, The Bear House has benefited from Kapture CX’s efficient implementation process, which included robust support and personalised demonstrations, leading to a highly satisfactory outcome.

  • Kapture CX aims to double its revenue in FY25

    Kapture CX aims to double its revenue in FY25

    Mumbai: Kapture CX, a leading SaaS-embedded customer experience platform plans to double its revenue with a 100 per cent growth projected in the ongoing fiscal on the back of a solid FY 24.

    Incepted in 2011, Kapture CX continues to capitalize on building the future of customer support automation by leveraging the capacity of AI, ML, and other emerging technologies in the market. This unprecedented growth comes after the platform’s successful $8 million fund-raise from Cactus Venture Partners and India Alternatives. This capital-raised marked a significant milestone in its nascent journey and has been allocated for bolstering growth, expanding the current team, and securing large enterprises across the BFSI, retail, consumer durables, and travel industries.

    Currently, Kapture CX serves over 1,000 enterprise clients across 18 countries, spanning from marquee companies like TATA 1MG, Namma Yatri, Bigbasket, Wow Skin Science, and Unicommerce.

    These businesses use Kapture’s platform to support more than 250 million customers globally. In FY 24, Kapture introduced proprietary large language models (LLMs) to enhance customer support by resolving queries, analyzing sentiments, and automating resolutions. Our self-serve technology now automates 70 per cent of workflows for our clients, significantly reducing their operational costs.

    “Having become a key stakeholder in the global customer experience ecosystem, we’re witnessing continued traction across multiple verticals and live on SAP and Google Marketplace to expand our integration and accessibility capabilities. In a move to strengthen our reach and go-to-market strategy, we have formed strategic partnerships with industry leaders like Hitachi. Additionally, we’re also experiencing significant inbound interest and have partnerships with large systems integrators (SIs) in the pipeline,” said Kapture CX CRO Gaurav Juneja.

    Kapture exhibits the commitment to catalyse innovation and introduced its revolutionary voice bot, leveraging the power of GenAI, natural language processing, and advanced audio technologies to precisely interpret and efficiently respond to all customer queries and transform customer interactions. The platform continues to develop forward and bold-looking LLMs to enhance customer support by resolving queries, analysing sentiments, and automating resolutions, which has automated 70% of workflows, and significantly reduced operational costs.

    Building on this momentum, he further added, “We have always been at the forefront of using advanced technologies, from image processing, advanced sentiment analysis to Auto QA and NPS modules. Thanks to our technological stalwartness, we were able to land another notable achievement by enabling India’s largest grocery store to reduce their TAT to 2 minutes, and increase customer satisfaction (CSAT) by 20 per cent.”      

    The customer experience platform is poised to shape the future of customer support automation by bringing forth empathetic and proactive customer service, and maintaining a strong focus on high customer satisfaction, and lower operating expenses by showcasing an increased emphasis on innovation. Underpinned by its vision to become the leading player in the customer support arena, Kapture will continue to develop robust partnerships to promote and enhance the overall customer experience.

  • Kapture CX appoints Gaurav Juneja as chief revenue officer

    Kapture CX appoints Gaurav Juneja as chief revenue officer

    Mumbai: Kapture – a renowned SaaS-based customer experience platform has announced the appointment of Gaurav Juneja as the new chief revenue officer (CRO). As part of the strategic appointment, Gaurav will be responsible for developing and executing global growth strategies for Kapture’s business across Indian and international markets.

    Gaurav has over 15 years of experience in building a revenue sales funnel, and managing and maintaining relationships across organisational functions and the company’s clientele. He is a strong business leader with a proven track record for driving integration between all revenue functions. Gaurav’s strategic focus will be on enhancing Kapture’s market adoption and expanding its footprint, leveraging the platform’s capabilities to deliver unparalleled customer experiences. His appointment underscores Kapture’s commitment to innovation and its ambition to set global benchmarks in customer service.

    Commenting on the appointment decision, Kapture CEO and co-founder Sheshgiri Kamth said, “Gaurav Juneja is in complete tandem with Kapture CX’s exponential growth trajectory. We have confidence in his ability to lead and contribute to the company’s growth and prowess. Together, we look forward to delivering exceptional customer experiences and revolutionising the industry.”

    Delighted about the new role, Gaurav Juneja said, “I am truly excited to join Kapture as the Chief Revenue Officer, drawn by our shared mission of revolutionising customer experiences. In today’s ever-evolving landscape, where customers crave seamless & contextual conversations, Kapture stands out with its AI-first platform and a unique vertical focus on sectors like Retail & Ecom, BFSI, Consumer Durables and Travel. What sets Kapture apart is not just its vision but its tangible impact, with over 400 leading enterprise customers leveraging the platform across the US, South East Asia, and India.”

    “I am enthusiastic about contributing to Kapture’s success story and redefining the global standards for customer excellence. Together, we will continue to innovate and lead, ensuring Customer experience becomes a key competitive advantage in this fast-paced, interconnected world,” he added.

    Prior to his joining at Kapture CX, Gaurav Juneja served as head of digitalisation at Google where he worked with some of the largest omni channel businesses in BFSI, retail, auto and FMCG verticals. His venture into entrepreneurship saw him co-founding StarQuik, a testament to his visionary leadership and knack for innovation, which was later acquired by TATA Trent, marking a significant milestone in his career. Gaurav’s extensive experience also includes senior roles at renowned businesses like Lehman Brothers and Reliance, where he demonstrated exceptional skill in driving growth and leading teams to success.

    Gaurav’s unique blend of technical expertise, entrepreneurial success, and executive leadership makes him the ideal candidate to lead our revenue strategies as we aim for exponential growth globally at Kapture CX. He did his MBA from IIM Lucknow and graduated from University of Delhi.