Start-up Namma Yatri onboards Kapture to enhance customer experience

Mumbai, July 06 Namma Yatri is India’s first ride-hailing app built on a truly open network providing complete transparency in ride booking for both drivers and customers. They have recently onboarded Kapture CX - a renowned SaaS-based Customer Experience platform to efficiently address customer inconveniences coming from multiple channels on a daily basis.

Developed in partnership with the Beckn Foundation, backed by Infosys co-founder Nandan Nilekani, Nammi Yatri is set to counter ride-hailing giants over unfair work practices and excessively high fares. In a short span, it has already registered over 1.1 million users and over 68,000 registered drivers.

Delighted with the collaboration, Sheshgiri Kamath, CEO of Kapture said, “We are excited to be a CX partner of a revolutionary app. As part of the integration, we would deeply focus on bringing customer centricity for Nammi Yatri by providing deep customer insights for hyper-personalization, augmented customer experience and business scalability.”

“We were looking for a solution that can help us unify the voice of the customers. With this partnership we look forward to adding a layer of personalization at every level which will help us bring more context and create wonderful CX” said Rajiv Ravindran - Customer Support Head of Namma Yatri.

Namma Yatri has rapidly acquired a user base of over a million within a short span of time, resulting in a substantial influx of support tickets related to travel inconveniences on a daily basis. With the integration of Kapture, Namma Yatri aims to efficiently address and resolve the high volume of tickets, ensuring timely resolutions for its users.

Kapture CX’s automation technology contributes to streamlining the ticketing process and offering self-service facilities, further enhancing the overall customer support experience. The platform will be integrated with Namma Yatri’s in-house system containing all the ride details. In addition, it will also be embedded with the chat, call, email and social media platforms of the app to facilitate seamless omnichannel ticketing.

The integration of Kapture CX enables customer centricity to Nammi Yatri by engaging its support team proactively with customers across various touchpoints. Each customer query will seamlessly be connected to their profile for efficient tracking and resolution.

In addition, Kapture CX brings hyper-personalization capabilities for Nammi Yatri to empower it to provide highly tailored solutions to customers based on their unique profiles and interaction history, moving away from a one-size-fits-all approach.

Kapture provides a dedicated account manager to each of its clients, who immediately connects with Nammi Yatri’s customer support team for any issue resolutions or modifications. The CX company is designing a deliberate roadmap to address the team’s challenges and deliver a superior experience.