Mumbai: Leading automotive platform Autopedia has partnered with Kapture CX to revolutionise its customer support operations. The collaboration will enable seamless omnichannel support across multiple touchpoints through a unified dashboard, reinforcing Autopedia’s commitment to delivering exceptional customer service.

Serving over 100,000 customers annually, Autopedia operates a vast business model encompassing car and motorcycle auctions, as well as an aggregator service for vehicle pricing. Maintaining its 40 per cent market share necessitates robust customer support, prompting the adoption of Kapture CX’s advanced customer experience automation platform.

Kapture CX will integrate customer interactions from Facebook, Instagram, Whatsapp, email, and website forms, ensuring streamlined communication. Its automated ticketing system will enhance response efficiency by enabling swift escalations and resolutions. Additionally, built-in SLA tracking will ensure timely handling of each customer query.

Kapture CX CRO Gaurav Juneja stated, "Kapture CX is thrilled to partner with Autopedia, Autopedia is making significant strides in Indonesia’s automotive sector, and we are proud to provide them with a comprehensive support management solution. This collaboration underscores our commitment to transforming customer experiences for Indonesian businesses."

Through this integration, Kapture CX will maintain detailed customer profiles and sync data with external systems, offering a holistic view of interactions. It will also optimise internal operations by managing agent availability, defining roles, and controlling user access for better resource allocation and security.

Autopedia head of digital business Jonathan Weiyn commented, "We’re excited to join forces with Kapture CX to strengthen our customer support. Their robust platform will empower us to deliver seamless and personalised experiences to our expanding customer base in Indonesia."

Additionally, agents will benefit from an extensive knowledge base, including decision trees and SOPs, ensuring quick and effective ticket resolutions.This strategic collaboration is set to elevate Autopedia’s customer experience while optimising internal processes, reinforcing its leadership in Indonesia’s automotive sector.