In Conversation with Sheshgiri Kamath, CEO & Co-Founder of Kapture CRM, a SaaS-based customer support automation platform

Founded in 2014, Kapture CRM is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. Kapture automatically distributes all your incoming customer requests to available agents, source-wise, product-wise, priority-wise or based on any other predefined rules. Its unified dashboard with 100+ ready-to-use APIs provides an omni-channel solution for Service with a facility of 500+ reporting formats. It’s a single platform to manage multiple interactions from various sources to respond to phone calls, emails, chats, social media, and other social channels on a unified dashboard. Mr. Sheshgiri Kamath, CEO & Co-Founder, Kapture CRM shares more insights on the same.

• Can you explain in brief how you started Kapture CRM and how has been the journey so far?

Ans. Kapture in its current Avatar is a 5 years journey for us. We’ve envisioned Kapture to be a leader in the space and that’s what we are working towards currently. We power a large number of India’s leading digitally native companies as well as traditional enterprises. The common theme around all our customers we service is we both believe that customer experience is the key differentiator. We power highly dynamic industries such as e-commerce, grocery delivery, modern retail, consumer durables and electronics, fresh foods, etc. which have complex operations, supply chain requirements and customer expectations. We continue to bring more AI/ ML and automation to our customers through the solutions and are looking to go deeper with them. Our journey has just begun and we are excited heading into this new phase of growth.

• Please brief us about the services/solutions you provide to the businesses and how do they get value out of it?

Ans. The easiest way to explain what Kapture does can be illustrated through this example. Suppose you have just placed an order for  delivery of some groceries via a grocery delivery app and are awaiting your delivery, which is delayed. What do you do next ? Call up the customer service team or chat with them on the app to make sure you find out what’s happening with the order, request for cancellation or refund etc ? This is exactly what Kapture enables ! We are the core technology layer bridging the brand and the consumers in a hyperpersonalised way. We empower customer support agents with a sole focus on delighting their end customers. We enable resolutions in under 20 minutes (average time) as opposed to 2 days and in a hyperpersonlised way. Our core objective is to remove the “I WILL GET BACK TO YOU” in customer support. This becomes key to every brand/ enterprise who interacts with customers. Why does one brand stand out or have a higher brand recall or why do you continue to shop on the same website again and again ? The answer normally is because of the delightful customer experience.

• There are multiple players operating in the same domain. In this highly competitive market, how does Kapture CRM stand apart?

Ans. Customer service/ support is a highly complex domain. It is a part of every company’s technology stack. Although highly competitive, it is well discovered making it an extremely large market opportunity to disrupt. We focus on mid to large enterprises who are scaling and growing rapidly. Being customer-first has always made us better. We have built and continue to build our product based on what the customer wants, their feedback, and what takes their process to the next level. We are ahead of the curve when it comes to our product, be it our technology stack, the Artificial Intelligence and Machine Learning (AI-ML) embedded into the product, intelligence in the system, and also a solid roadmap to make our customers experience the best-in-class, easy to use SaaS platform out there. The agility and customizability in Kapture enable us to work with a plethora of industries across the board, e-commerce, fintech, consumer durables, medical devices, telecom, pharma, travel to name a few.

• Can you share plans regarding your expansion in the next 1 year?

Ans. The path that we are on is very exciting, we already work with more than 1000 customers across 18 locations now and we are expanding our portfolio rapidly. In just the last one year we have expanded into Singapore, Indonesia, Philippines and continue to grow deeper in the region. In terms of scale we’ve grown over a 100% in the last one year and we are on track to grow even faster in the current year. Our team size has nearly doubled in the last year and we continue to hire aggressively where needed to augment our strong and hungry team. I have no doubt in Kapture being a globally loved brand that is turning our customer’s vision for their customer interactions into a reality with our bleeding-edge technology.

• Elaborate on the present market scenario. What kind of business opportunities do you see in this segment?

Ans. We’re seeing demand like never before. Be it traditional enterprises who’ve never used any software before who are undergoing digital transformation or new age digitally native internet companies who are aware of the value in a differentiated experience all are investing heavily in delighting the customer. It’s become non negotiable as in an environment of increasing Customer acquisition costs, customer retention is key and the way to retain customers is through customer delight and better experiences. Every single brand/ larger enterprise is seeing what more they can do in terms of customer experience and thats’ where we come in. The Both domestic and global opportunity is large and so is the market so we’re looking forward to a 10X journey.

• Any new trends you see in the CRM segment in the coming years? How is it going to impact the audience?

Ans. The demand for a support automation platform currently is on the higher side while the demand has surged significantly and the expectations from a CX platform has also evolved. Today’s CX platform is expected to be ahead of the curve, it should provide better visibility and should be ROI driven. In the past 10 years the adoption of the support platform in organizations has significantly grown and it’s here to stay.