[Exclusive Interview] Find Out How This Saas-Based Platform Is Redefining The Customer Experience

Recently, we interacted with Mr. Sheshgiri Kamath, CEO & Co-Founder, Kapture CX – an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software.

Here are the interview highlights:

1. Kindly brief us about the company, its specialization, and the services that your company offers?

Ans. Kapture is an Enterprise-grade SaaS-based Customer Support Automation platform. At Kapture, we believe that daily customer operations should be made simple and efficient to meet up with all the endless demands of customers. Keeping this in mind, we have designed a unique help desk software that is easy-to-use, easy to set up, and requires minimal customization.

Our array of features include ticket management, knowledge management system, an intelligent self-service portal, efficient customer data management, intelligent chatbots that provide contextual responses, omnichannel support operation that integrates queries from multiple channels onto a centralized location, customized tools, and powerful API integrations for smooth operations.

2. How do you propose to gain clients?

Ans. As we are exclusively catering to enterprise clients, outbound strategies like email, linkedin campaigns and cold calling have proven to be more effective for us.  We also recommend being consistent with content marketing, search advertising and remarketing to drive brand awareness and build authority in your niche.

3. What makes Kapture unique & why is your solution better than any other present in the market today?

Ans. While our competitors offer a horizontal platform with the same set of tools and features across the industries, Kapture comes with pre-built customizations that match the support workflows unique to each industry.

Kaptures AI & ML capabilities enable brands to deliver highly contextual and personalized support.  Brands using Kapture have handled 2x the ticket volume by just adding 30% more workforce in their team. This is only possible with our highly intelligent self service capabilities.

We understand the support challenges in all major industries, and have implementation experts for each industry to guide our customers in setting up the right support ecosystem for their business.

Our inhouse implementation team makes sure that the customers don’t have to work with any external partners and the time to deploy is the fastest in industry.

4. Elaborate on the present market scenario. 

Ans. Brands across industries are willing to spend more to meet the expectations of Genz and millennial customers.  The fact that we had witnessed growth even during the pandemic years attest to this.

There are 100s of CX platforms today and most of the leading platforms were founded in the last 10 years. It is important for CX solution providers to not try to be all things to all people or cover a broad product category. Instead, focus on specific industries and solutions.

5. Please explain your tech deployment to manage customer support?

Ans. Kapture Platform is a multi-tenant architecture cloud solution with multiple components that work cohesively to provide Enterprise solutions.

Kapture Platform is hosted on both AWS Cloud (Amazon Web Services) and Google Cloud.

6. How many industries are you catering to at the moment?

Ans. Our main focus is on Retail, Ecommerce, Consumer durables, Travel and BFSI as of now. 

However we work with some of the leading brands from FMCG, Pharma, Edtech, Entertainment, Beauty and Cosmetics industries.

7. Recently we saw your expansion announcement to Middle east, which are the new countries you are targeting by next year

Ans. USA, select markets in South East Asia and  Middle East are going to see uptick in activity

8. What about the revenue and profitability of the company?

Ans. We have grown 100% YoY in a profitable manner and will continue to prioritize profitable growth. We continue to reinvest significantly in our core markets of India and SEA along with India and newer markets in the Middle East and the US. We continue to invest in our team which is a core function of how we are going to grow in these markets. 

9. Please elaborate about your growth and expansion part?

Ans. We are enterprise focused which means sales cycles are longer. That being said because we operate in a vertical manner i.e. have key domain strengths in Retail (Offline + Online + Ecommerce), Travel, Consumer durables and BFSI we have a pretty quick and established track record as well expansion pipeline. We are able to leverage the traction we have achieved in India and the highly referenceable logos hold us in good stead when we expand into newer markets in SEA, Middle east and the US. The pain points in these markets are the same as India and hence gaining a meaningful foothold in these verticals is our key objective. We are ramping up the team across these markets with local hires. We expect to triple our headcount in these markets in the next 12 months which will help make inroads.

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