Livpure Onboards Kapture CX To Spark Innovative Customer Experience

Livpure – one of the most trusted manufacturers of water purifiers in India has evolved into the most trusted consumer brand in India with a plethora of product categories catering to more than 1Mn customers. It has recently onboarded Kapture CX - a renowned SaaS-based Customer Experience platform to build a robust and automated customer support system, integrated across all consumer touchpoints.

 Livpure is a more than a decade-old company that operates in a plethora of consumer wellness-focused categories – Water Purifiers, Appliances, Water Purifiers on Subscription, Mattresses & Sleep Accessories and Smart Home Solutions. Hundreds of thousands of customers reaching out to support via multiple channels every month has induced the need for generating a robust customer support system for the company.

To transform digital customer experience strategy, Livpure leverages Kapture’s omnichannel platform to manage end-to-end support for customers across all product categories – whether reaching out to Livpure from any source including Email, Chat, Facebook, Instagram, Linkedin, Twitter, Play Store, Appstore and Google reviews.

Delighted with the integration, Sheshgiri Kamath, CEO of Kapture CX said, “As a comprehensive CX platform, Kapture helps Livpure bring all its customer interactions into one single platform. The multiple deep integrations and AI platform enhance the ability of the customer support team to help resolve queries in a hyper-personalized manner resulting in delightful customer experiences. We focus on select verticals and the Livpure space is one of them. We are delighted that the company has entrusted us to deliver an authentic customer experience that will contribute to its growing customer ecosystem. We look forward to a long mutually beneficial relationship.”

Prior to Kapture’s integration, achieving the desired customer support was challenging for Livpure. It created interruptions in growth scalability that required a better-integrated system to automate and handle customer queries. For a fast-paced business like Livpure, an automated customer support system could bring agility and result in an expedited growth trajectory of the company.

Talking about the integration, Sachin Malhotra, Customer Success Leader of Livpure said, “We are happy after engaging with Kapture, now we can improve customer support with our fast-moving business and provide better CX by bringing all the channels at a single place and introducing some new channels which were not there in our previous tool like Playstore, app store, business reviews. In phase 2, we are planning to integrate our in-house OMS to make our system watertight. As a part of our customer strategy, this will highly improve our first call resolution.”

Livpure’s digital customer channels generate expansive data sets based on customer concerns, queries and purchase history. SaaS-based Kapture’s integration helps the company understand critical challenges and customer mindset in Livpure’s business verticals and offer self-serve options to interact with customers with a hyper-personalized approach.

Livpure is working towards the dynamic face of the Indian consumer market. It has a state-of-the-art manufacturing unit that facilitates research, development and refining of appliances, products, and services and provides the best to its customers focused on delivering superior wellness-driven products.