3 Ways For Customer Self Service Success In 2020

Customer experience strategy has witnessed a massive overhaul in the past decade. As customers have become quite acquainted with the promptness and easy availability offered by effective service, they are now looking at self service as a more suitable option in their communication with brands.

What is customer self service?

As the name suggests, customer self service is when the onus of acquiring necessary assistance and support is placed on the customer themselves. While this may seem redundant to some, surprisingly, a whopping 72% of customers have been said to prefer self service to other means of customer support.

Customers today are no longer keen on getting on a phone call or making an effort to draft an email to have their queries answered. The process seems to take longer, and sometimes can be hindered by a non-active support team in the company.

A self service system refers to the addition of pre-established support pages on your website – for example, FAQs, Knowledge Base, a search bar, or even tech support. With these options, customers feel comfortable in identifying their issue and having it resolved right then and there.

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How to achieve customer self service success?

Customer self service experience is an area of company planning that requires frequent thought and insight. If you find that your businesses will be more profited by Customer self service software, here are some ways to get started and stay on top of the game.

1. Create a well-stocked knowledge base

If you find that the most frequent customer support queries arise from potential customers who are new to your brand, it is an indication that they are merely looking for more clarity. If you have been asked the same support questions too many times to count, your best bet is to create a knowledge base that can function as the perfect answer book to all issues.

A knowledge base is a centralized library filled with articles that address frequent customer service queries that are common to your business. Using a knowledge base will help you create a much stronger relationship with your customer by giving them access to the information they require to clear their doubts.

You can also make use of a self help software called Knowledge-Centred Support, designed to effectively capture, manage and update all the solutions provided in the knowledge base. This self service software installation is quick and easy to avail through any online platform.

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2. Bring together an online community

If your business caters to a specific group of people who maintain an interest in the products and services offered by you, there's no better reason to create an online community! One of the best ways of achieving self service  is to create an online Q&A community, allowing people to post questions and also obtain answers from fellow community members.

One of the most important factors through this process is to ensure that the group is always moderated. Ensure that all questions find answers and that they are beneficial for the group at large.

What is Service CRM?

 In the customer service Game, you need to be available to your customers through multiple sources of contact. Kapture’s Service CRM software lets you personally connect with new and potential customers when they want, and how they want, helping you create meaningful conversations.

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3. Design a useful customer portal

Sometimes, a person's query may go unanswered even with a thorough look through the knowledge base and Q&A portal. For such situations, it is highly useful to create a well-maintained customer portal, which allows the customer to reach a company representative in the most accessible manner possible.

Instead of expecting the customer to navigate their way through the website, dedicate an efficient and quick portal, devoid of complex technical language. It is also highly recommended to allow the customer to use their own style to describe their issue.

With these tried-and-tested customer self service methods, your business is sure to benefit immensely from this new and advanced support mechanism.

Best Customer Experience Statistics You Need to Know for 2020

What is customer experience?

Customer experience refers to the interactions between your organization and a customer during the course of their partnership. Such a relationship involves the experience of a consumer through various stages of learning, development, exploration, advocacy, purchasing, and using a product or service. It is the key to unlocking an opportunity to build brand loyalty and ensure continued business success through effective customer service CRM.

Customers are increasingly aware of their worth, and they understand that organizations depend on them for long-term success. They are looking for more than just the opportunity to buy a product when they approach a business. The customer service provided adds to the overall customer experience, and it can be the deciding factor in whether or not they return. Especially with growing competition, it’s easy for a customer to get a particular product/service elsewhere, and providing great customer service can set your business apart from the competition. It’s crucial that companies plan effective customer service CRM or invest in service CRM software to gain a competitive edge, and the following customer service statistics prove exactly why.

What do the customer service statistics show?

Customer experience report studies by PWC show that 86% of buyers would be willing to spend more money on a company’s product/service if they enjoyed great customer experience. Great customer experience could convince customers to pay price premiums between 13% and 18% for luxury products/services and increase impulse purchases by 49%. PWC’s customer experience report also found that an increasingly large number of companies are now investing in omni-channel experiences, the figures rising from 20% in 2010 to a staggering number of more than 80% in 2020. From 15000 consumers surveyed by PWC, 92% said that they would abandon a brand after 2-3 unpleasant experiences, while 1 in 3 reported that they would even leave a loved brand if they were to encounter just one bad customer experience.

A Walker study found that customer experience is likely to overtake product and price as the key brand differentiator by 2020 end. A Temkin Group customer experience report found that companies can expect to increase their revenues by $700 million in just three years if they invest in great customer experience. It makes sense to invest in great customer experience also because more than two-thirds of companies today primarily compete based on their customer experience, as opposed to just 36% in 2010.

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Stat Counter reports that 52% of internet generated traffic for businesses comes from mobile phones, 57% of customers report that they wouldn’t recommend a business with a poorly designed website for mobile, and 84% of companies considered customer-centric are emphasizing on the mobile customer experience. Esteban Kolsky’s customer experience report found that 72% of happy customers will share their experiences with six or more people, while 13% of unhappy ones will share their experience with 15 or more people.

Self-service seems to be the first choice for customers with studies reporting that 67% of customers prefer self-service as opposed to speaking to a representative of the company, and 91% would be willing to use an online knowledgebase tailored to their needs.

What role does service CRM software play? 

Considering that good customer experience is crucial for the success of a business, it makes sense to invest in service CRM software. Service CRM software, like one from Kapture, can provide 360-degree customer insights, and engage with customers on multiple platforms. It encompasses a host of dynamic solutions, including ticket management, omnichannel support, feedback/survey, and reporting system solutions. All these solutions help to provide better customer experience and can boost your business’ success. Kapture’s efficient ticket management software allows email, voice, and social ticketing, making it possible for you to stay on top of customer queries from different communication channels and offer priority-based solutions.

Omni-channel customer support system provides a sales overview from various sources and can be used to optimize customer interaction from every channel. Phone support allows for the integration, tracking, and recording of calls in real-time to check agent productivity. Live chat support allows for clarification of customer queries, while email support can help to categorize emails on a priority basis and auto allocate emails to relevant departments. Even social media support systems help to convert conversations, likes, and comments from social media platforms and convert them into tickets for agents to attend to. Feedback is crucial for customers to feel like they are being listened to. Auto-delivery of survey forms can help collect customer feedback, which can be used to auto-generate detailed reports on product and team performance. Reporting systems can help to generate productivity reports, as well as status and source reports of tickets.

The information generated can be used to make better business decisions that help in providing improved customer experience.

Top 4 Reasons Why CRM Software Plays a Huge Role in the Travel Industry

CRM Software For Travel Agency

Out of all the industries, the travel sector is facing immense growth, while generating high revenue simultaneously. Every year, millions of tourists plan their vacations, to travel around the world. There are agencies in place, designed to understand and meet the demands of consumers.

In 2016, the travel industry contributed more than $7.6 trillion to the global economy. For businesses around the world, this is excellent news, as it highlights the scope of the market. However, this won’t be of much use, if your company doesn’t have the tools to make the most of this growth. 

The number one priority is to meet the expectations of tourists. You want them to have a great experience at all times. As this is the need of the hour, companies are investing in customer relationship management (CRM) system or travel CRM software. 

The question is – how does this software play a crucial role in the travel industry? 

Below you will find four reasons which highlight how this tool is changing the face of this sector:

1. Centralized database

One problem the travel industry is facing at the moment is decentralized data. When it comes to storing the travel itinerary of travellers, you use specific software. To store information about your customers, there is another tool. When it comes to evaluating customer experience and interacting with them pre and post-sales, you use other techniques.

With Travel CRM software, this is no longer the problem. It is the solution to store all data related to customers. Whether it is the travel agents who want access to this information or other employees, they can use the travel agency CRM Software.

How a Travel CRM can Help you Manage Multiple Packages and Itineraries from a Single Dashboard?

Travel CRM helps tour operators, travel companies and OTAs bring the operations of sales, support and marketing on a single platform. Travel CRM can help conglomerates create personalized customer experiences by helping them handle customer queries, itineraries, corporate packages, documents and package information helping them achieve the much elusive lifetime customer value through the omni channel cloud-based CRM solution.

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2. Deeper insight on customers

When it comes to customer experience, you want to make sure travellers have good opinions about your company. With the best travel CRM management software, you get the opportunity to track data and metrics. For instance, it gives you information on the number of times consumers responded to your marketing emails and how often they visit your website.

Similarly, the best CRM for travel agency creates performance reports, helping your business understand the pain points of your customers. For instance, due to the high response time by your sales team, consumers often leave negative remarks. You know that by working this part of your operations, you can improve the experience customers have with your business.

3. Excellent and 24/7 customer support

These days, the quality of customer support service you provide will determine whether you get returning and new clients. With Travel CRM India, this won’t be much of a problem. The team in charge of communicating with customers will have all information they need, at their fingertips. They can update contact information, send messages and emails, within a few clicks.

Online travel management software is working towards creating seamless support system for your customers. As your agents can connect their personal devices to these tools, they can provide support in real-time.

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4. Personalized marketing

Marketing is crucial, as it helps you attract new customers to invest in your offerings. The best CRM software for travel agents will give you the tools to collect information about consumers. You can analyse this data and create portfolios about potential prospects. 

CRM strategy for travel agency also allows you to send SMS and emails to the target audience at the right time. Depending on the needs of your customers, you can customize the packages, to meet their expectations.

CRM for travel industry is the future, as it provides agencies with effective solutions to keep up with the ever-evolving needs of travelers. Invest in travel CRM system today, so that you can enjoy all the benefits it has to offer!

The Right Questions to Ask Before Implementing Cruise Booking Software

Cruises are fun and attractive destination getaway options. A whole weekend on a ship sounds like fun. It is more fun if you are the owner of such an establishment. Getting customers who want to board a cruise means a lot of money. The catch, however, is that when a lot of money is to be made, it involves a lot of work. Have you heard of a cruise management system? If you haven’t, let’s find out more.

What is cruise CRM?        

CRM stands for customer management software. It is a system that is designed to take care of sales, service, marketing and other internal activities of any business. A cruise business has so much to account for. Each ship has many employees, particular inventory, set timings and a lot of other components to take care of. Agents are going to be managing reservations on the cruisebooking engine for travel agents. Which means you can handle incoming requests on the CRM system.

Can I use CRM for multiple activities?

Yes, a CRM system helps you in promoting sales by assigning tasks to agents and also formulating a plan for everyone to access. Moreover, it helps the service side of things, which mean after sales queries or complaints which come in the form of tickets. The best part is that you can run marketing campaigns and also generate reports, all on one single dashboard.

Is it the Right Way Forward?

Most definitely! A proper system in place ensures that your employees will have central access no matter where they are. It reduces communication time and fosters greater responsibility. Report generation helps you get a know how on status of your business at periodical intervals. Without such a system, there be chaos in the cruise business.


Cruise reservation software is the need of the hour. It only makes sense to move in the right direction and stay ahead of the competition.

Why You Need Service Centre Management Software

Any service based company has a tedious workflow with copious amounts of incoming communications every day. Calls, emails, social media queries, live chat enquiries, etc. are just too much to handle and there is always risk of overflow. A refined system with proper systematic profiles for a combined and easy user experience is what is required. Customer service management is more than just a basic system. It offers varied possibilities for customer service.

What should I look for?

What will work here is service centre management software. A system or application that lets your agents lets you streamline services at one point. CRM software can help you with that, by offering a unified dashboard which links many points of service.

How does it work?

CRM software can bring a major difference to your workflow by setting up your agenda and task list and furnishing data for your perusal. You can handle all channels of communication including calls and emails. Your agents will have access to their respective fields and a master access lets you supervise their work and direct them. Plus, report making is in-built, giving you daily, weekly, monthly or even yearly analysis of work in your business.

Where can I work from?

The biggest advantage of a CRM application is that is can be mobilised, and you can have both web and mobile app options. A cloud-based server protects your data and lets you reach it from anywhere. Such an application is ideal for, say, call centre software. A call centre would function much, much better with a CRM system in place.

After having read the above points, we’ll have you know that the ball is in your court. You decide if you want a system that offers you accuracy of service, convenience, faster outputs and generally increased productivity. All of this will definitely create a surge in your revenue and isn’t that what we are all after? The choice is yours but it is surely the time to make one.

Kapture Contact Center Management | Call Center Management System

 When Customers call the helpline number for a quick resolution to their queries - what can be putting off is a really long waiting time. Kapture CRM’S Call center management software allows you to quickly sort out escalations, answer queries, and manage orders all from a unified dashboard helping you create a seamless call center experience that leaves your callers smitten.

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Grow Your Business Through An Online Chat System

Instant reply makes everybody happy. When it comes to the service industry, it is important to aid your customer’s needs instantly. Not only is it effective, but it makes your customer happy. It was proved by a poll conducted by eMarketer that 62% of your customer buy the product if you have an online chat system.

With more than 1.8 billion online shoppers, providing instant support is an important factor. IT might be difficult to find the right channel to communicate with your customers, but with an online chat system you can never go wrong. Here are a few ways how a chat support software helps your business grow.

Helps you understand your customer

An online chat system helps you identify your customers’ needs and requirements. With this knowledge, you can change your marketing strategy according to your consumer’s requirement and deliver a personalised experience, which will also help you connect better with your customers.

Resolve multiple Tickets

Chat support software helps you talk to multiple customers at a single time. This way, you will be saving a lot of time by closing multiple tickets simultaneously. In addition to that, you can also increase your agent’s efficiency and invest the same time in clearing other tickets. By doing this, you will also be improving your customer service experience.

Convert your Leads into Customers

Sometimes you the customer wouldn’t know what they are looking for and they tend to browse a lot. During this time, try to engage in a conversation with them using the Live Chat Software. Impart some knowledge about your product and try to captivate their interest, and push them into buying it. Unlike emails, live chats will be able to capture their replies instantly.

Conclusion

Not only are you staying ahead of the competition with a like chat option, but you are also connecting better with your consumers. By creating a positive impact not only are you increasing your revenue, but also the image of your brand.

5 Advantages of Airlines Management System

Customer Retention is the most important aspect for a business to grow. With never-ending competition everywhere, it is necessary to stay two steps ahead of the market. The key solution to be the best in the market is by implementing an airlines management system to your business. Here are 5 ways you can benefit from a crm for airlines.

1) Control All The Deparments Better

Every department has its own expenses. An airline Management Software helps you keep a track of all these expenses and in case of any shortcomings, you can rectify it instantly with the help of an airline management software. 

2) Keeps Your Data Secure

Today, data is the most valued element. The best way to either build or break a company is by analyzing the data. Keeping your customer’s data secure should be a priority. CRM software can not only secure your customers’ data, but you can also analyze the available data and improve your business.

3) Automate Small Tasks

Automating redundant and menial tasks saves you a lot of time. CRM software is designed in such a way that it can be fully customizable according to your needs. In addition to that, you can also increase your employee’s efficiency.

4) Track Your Sales

The management software also acts as an airline booking software. With that included, you can track from where your clients are booking their tickets from and you can concentrate on the areas where your business is not doing good.

5) Streamline Your Customer Support

With tickets being generated on multiple platforms, it becomes difficult to manage them. With crm software for airlines industry, you can manage all the tickets on a unified dashboard and update the status of the ticket instantly. With the aforementioned advantages of an airline management system, by making the best use of it will help grow your business by increasing your revenue as well as maximizing your employees’s productivity. Not just that, the airline industry also functions from the different parts of the world, which means multiple currencies are involved here. With an airlines management system, you will not need multiple plug-ins for every currency conversion and companies can overcome the majority of the problems.