Boult Audio, one of the fastest-growing consumer brands in India, is renowned for delivering an immersive audio experience with its wide array of revolutionary audio gadgets. The company serves a strong base of customers through its 150+ service centres across India and has recently integrated Kapture CX to enhance its customer experience management with powerful integrations.
Boult Audio has a proven track record of selling one product in every 3 seconds and has sold more than 3 Cr. units since its launch in 2017. This creates a strong need for the company to integrate a robust CX solution that can enhance its B2C customer service capabilities through a comprehensive, integrated customer service module.
Considering the Pan India presence of Boult Audio’s customer service centres, Kapture CX provides a unified support system to integrate various customer touchpoints. As a comprehensive solution, the SaaS platform integrates various channels such as Facebook, Instagram, LinkedIn, YouTube, Google Play Store, App Store, WhatsApp, Company Website Forms and Company Mobile App.
Commenting on the onboarding decision, Tarun Gupta, Co-Founder of Boult Audio said, “We are experiencing rapid market acquisition and expansion. Hence, it becomes crucial to deliver efficient, responsive and seamless customer support. We are thrilled with our decision to integrate Kapture CX as it has swiftly streamlined our operations, and we have experienced tangible results in agent productivity and efficiency, while also witnessing a superior customer experience at every touchpoint.”
Delighted with the integration, Gaurav Juneja, CRO of Kapture cx said, “At Kapture, we are deeply committed to empowering fast-growing brands and Boult Audio is a valuable addition to our portfolio to provide an intelligent and integrated customer experience solution. With our platform’s advanced automation, real-time insights and seamless multi-channel support, we look forward to enabling Boult Audio to deliver faster resolutions and elevate customer satisfaction across service centres.”
The platform empowers Boult Audio with a centralized support system with a precise focus on automated ticket management. It streamlines the complete support process, including capturing and assigning tickets and escalation. Subsequently, this expedites ticket resolution time and improves operational efficiency for the company’s customer service team.
Boult Audio integrated Kapture CX to leverage advanced dashboards and reporting tools that deliver comprehensive performance insights. These tools offer real-time visibility into critical metrics such as Service Level Agreements (SLAs), Turnaround Times (TATs) and overall productivity, which allows the company to monitor and optimise agent efficiency. With access to these insights, managers can track key performance indicators, identify bottlenecks and implement data-driven strategies to improve customer service outcomes.
Additionally, Kapture boasts streamlined API connectivity to facilitate automated and easy order management and shipment tracking. This equips agents with real-time data to deliver swift and accurate customer support, further ensuring faster resolution of customer inquiries related to order status, returns and deliveries.
Apart from this, the platform also features cloud telephony integration to enable inbound and outbound call functionalities and enhance customer communication and follow-ups. As a result, Kapture empowers Boult Audio in offering responsive, efficient and personalized support across all touchpoints.
Through an automated and comprehensive knowledge management system, Kapture CX ensures seamless transition and higher levels of operational efficiency. It provides data migration capabilities to help agents gain access to a robust knowledge base and decision making, standard operating procedures (SOPs) and vernacular content support. This works as a key enabler in providing faster and more accurate ticket resolution.
Additionally, Kapture facilitates the smooth migration of past ticketing data from incumbent systems to preserve customer service records and ensure business continuity. This holistic approach empowers Boult Audio to deliver consistent, efficient, and customer-centric support without disruption.