CXOToday has engaged in an exclusive interview with Vikas Garg, CPO and Co-founder of Kapture CX
- Can you kindly share a brief about your business venture?
Kapture CX is a vSaaS platform set out to make Customer support a happier place. Customer support is still very broken even after all the investment in cx technology over the last 2 decades. By integrating latest technologies including Vertical LLMs and with a deep expertise in the verticals we work on, we ensure businesses can deliver exceptional service experiences that adapt dynamically to changing landscapes, turning satisfactory interactions into memorable engagements.
- Can you tell us about your background and what inspired you to start Kapture CX
Customer support agent who is supposed to help the most disgruntled customers for a business is the least empowered person in the company. We have been using technology to plug that gap.
I have been fortunate enough to be part of some of the very innovative companies, who have used technology to change the landscape by solving complex problems at hand. The learnings over the years have helped create a mindset of using technology to make life easier. Most enterprise platforms are forced onto its user because they only focus on enterprise goals. We wanted to change that and also make it a bottom up approach where the users feel empowered by using our platform.
- How does Kapture CX differentiate itself from other customer experience companies?
Beyond our innovative use of proprietary LLMs for contextual conversations, Kapture CX sets itself apart through a relentless focus on user-centric development. We dive deep into understanding the nuances of customer interactions, enabling us to craft solutions that not only solve the present challenges but also anticipate future needs, ensuring our clients always stay ahead in the customer experience game.
- According to you, what are the biggest key factors to dominate the customer experience industry?
Success in this industry is not just about adopting the latest technologies but about truly understanding and anticipating customer needs. Kapture CX leads by example, employing a blend of scalability, adaptability, and continuous improvement. Our approach ensures that we not only meet the current expectations of our clients but also evolve with their growth, making us a steadfast partner in their success.
- The platform offers an all-in-one solution for managing interactions from various communication points. How does Kapture CX ensure a seamless and unified experience for users in responding to phone calls, emails, chats, and social media interactions?
Our platform acts as a nerve center, integrating phone, email, chat, and social media interactions into a single, coherent system. This is achieved through sophisticated data aggregation and analytics, which ensures every customer interaction is informed by their history and preferences, allowing for personalized and consistent communication across all channels.
- As the Co-Founder & Chief Product Officer, you emphasize internal and customer-facing technologies. Could you elaborate on the tech stack used at Kapture CX and any recent technological innovations that have been implemented?
The creation of our proprietary LLMs is a testament to our commitment to innovation. These models have revolutionized the way customer interactions are handled, providing a level of context and personalization that was previously unattainable. This is just one example of how we continuously push the boundaries of what’s possible in customer experience technology.
- What are your future plans for Kapture CX, and where do you see the company in the next five years?
Currently aiding over 1000 brands in 18 countries, we anticipate significant growth, driven by market demand and the unique value proposition of our vertical SaaS solution. In the next five years, we see Kapture CX not just as a leader but as a pioneer in the customer experience sector, transforming how businesses interact with their customers globally. With plans to expand our reach, enhance our technology, and introduce new features, we’re set to redefine the standards of customer service, making every interaction more meaningful and impactful.
- Being an entrepreneur, what are some of your strengths & weaknesses?
At Kapture we are set out to solve hard problems, create scalable solutions which can manage billions of conversations seamlessly. Imagining those solutions with our team and still keeping a customer first approach has been some of the strengths our team has. Probably my team can answer the weakness question better, but lack of patience is definitely both strength and weakness I have.
- What advice would you give to aspiring entrepreneurs planning to enter into the customer experience industry?
The key to success in any industry lies in a deep understanding of your customers’ needs and adapting. To do that the initial team has to be great. Kapture has been lucky to have some fantastic folks who have built Kapture over the years. Stay committed to your mission, and be prepared to navigate the challenges with resilience and adaptability.
