Kapture CX Reviews & Product Details

The unified dashboard is the best feature—it allows us to handle emails, chats, calls, and social messages in one place. The ticketing system is smart and automatically assigns tasks to the right agents, which saves a lot of time. I also appreciate the analytics and reporting tools because they give us a clear view of team performance and customer satisfaction. The platform is easy to integrate with our existing systems and scales well as our needs grow. Review collected by and hosted on G2.com.

Sometimes large reports take longer to load, and it can take a little time for new users to learn all the advanced features. However, the support team is quick to help, which makes the onboarding smoother Review collected by and hosted on G2.com.

I really value the omnichannel integration. Instead of switching between platforms, all our customer queries—emails, chats, calls, and social media—are in one dashboard. The automation is also impressive; ticket routing and AI-driven suggestions make the workflow smooth. On top of that, the detailed reports provide transparency into team productivity and help us track customer satisfaction levels with precision. Review collected by and hosted on G2.com.

Some of the customization features can feel overwhelming at first, especially for new users. It takes a little time to configure everything exactly as you want, but once it’s set up, it works seamlessly. Review collected by and hosted on G2.com.

The platform can be tailored to specific business needs, and the company has shown a willingness to customize solutions, which is especially helpful for diverse markets Review collected by and hosted on G2.com.

Dislikes about Kapture CX often revolve around employee-related issues like a high-pressure and toxic work environment, bad management, lack of job security, and poor work-life balance, particularly in certain roles. Product-related issues include occasional complexities with customization, limitations in the global search feature (e.g., not being able to use keywords), and a potential need for better telephony integration. Review collected by and hosted on G2.com.

The latest features, such as the Knowledge Management System and advanced ticketing features, are really useful. What do you like best about Kapture CX? Combines end-to-end features for higher functionality, delivers a superior user experience, intuitive user interface, and Cloud storage Review collected by and hosted on G2.com.

Their core functionality breaks very often - things like if an email agent is not live, he/she still ends up getting a new ticket assigned (2) Their reporting is in shambles - it's difficult to create custom reporting views that different team members or managers may require (3) The support you receive from them Review collected by and hosted on G2.com.

The automation features are fantastic. Tickets are automatically assigned to the right agents, and AI-powered suggestions help speed up responses. I also appreciate the omnichannel setup—emails, chats, calls, and social messages are all handled in one platform. The reporting dashboards give clear insights into team performance, customer feedback, and workflow efficiency, making it easy to identify areas for improvement. Review collected by and hosted on G2.com.

The initial learning curve can be steep for new team members, especially when exploring advanced features. Occasionally, running very large reports can slow the system, but these are minor issues compared to the benefits. Review collected by and hosted on G2.com.

The automation features stand out the most. Ticket routing happens automatically, and AI-suggested responses save our agents valuable time. I also like the omnichannel capability that brings phone, chat, email, and social messages into one place. The analytics dashboard is another highlight—it helps us track KPIs, spot trends, and understand customer needs better. Review collected by and hosted on G2.com.

At times, the mobile app could be smoother, especially when accessing detailed reports. Also, some advanced customization features require a bit of training before you can use them effectively. Review collected by and hosted on G2.com.

After implementing Kapture CX across our support team, I've been consistently impressed by how it's transformed our operations. The platform's clean, user-friendly interface combined with its powerful features has simplified our workflow tremendously.

What really sets Kapture CX apart is its unified inbox that brings together customer inquiries from every channel, whether they come through email, social media, or phone calls, giving our team complete visibility and control. The seamless integrations with our existing tools have eliminated countless manual processes, boosting our team's productivity significantly.

From ticket management to performance analytics, Kapture CX delivers an all-in-one solution that's both robust and remarkably easy to use. It's become an indispensable asset that's elevated our customer service quality while making our agents' jobs easier. Review collected by and hosted on G2.com.

Kapture CX delivers such clear benefits that you'll wonder how you managed without it. I genuinely can't think of any negatives. Review collected by and hosted on G2.com.

The unified dashboard is the standout feature—it lets us see all customer requests in one place, no matter the channel. I also like how easy it is to assign tasks and monitor progress, which reduces confusion among agents. The regular updates to the platform also show that the team behind it is committed to improvement. Review collected by and hosted on G2.com.

The mobile app could be smoother, especially for quick actions on the go, but it still gets the job done. Review collected by and hosted on G2.com.

The biggest advantage is how everything is centralized. No more juggling different apps for chat, email, and phone—it’s all in one dashboard. The automation saves hours by routing tickets and sending reminders, and the analytics give us a clear picture of how customers feel and how our team performs. Review collected by and hosted on G2.com.

At first, the system felt feature-heavy, but with a bit of training, our team quickly adapted and now we use it daily without issues. Review collected by and hosted on G2.com.

Kapture is an outstanding CRM tool that has significantly streamlined our customer management process. Its ability to provide a comprehensive history of customer interactions saves us valuable time and allows us to offer more personalized and efficient service. The intuitive interface and robust features make it easy to track and analyze customer data, helping us build stronger relationships and improve overall productivity. Highly recommended for any organization looking to enhance their customer engagement and operational efficiency! Review collected by and hosted on G2.com.

Overall, it’s a solid solution with great potential, and I look forward to seeing future updates that address these aspects. Review collected by and hosted on G2.com.