Home/Compare/Freshworks 360 vs Kapture CRM
Updated on: November 16, 2019

Freshworks 360 vs Kapture CRM

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Kapture CRM
(183 Ratings)
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Overview

Summary

Freshworks 360 is a customer engagement software that offers integration between the marketing, sales and support team to provide a seamless experience to the customers. It provides a 360-degree view of the targeted customers and centralizes all customer conversation from multiple media, marketing, and sales channels at single place. Freshworks 360 ensures full collaboration among teams to help them give quality customer services and support timely. Customer data and interaction history are easily accessible, and brands can track social media mentions as well. Freshworks 360 is customizable and is flexible enough for any team size. This omnichannel CRM tool can also serve as a helpdesk tool. ..read more

Kapture CRM is a CRM software that packs together capabilities related to marketing, sales, operations, and customer services in a single package. The tool is known for its ease of use and simple interface and can be integrated smoothly with the existing technological infrastructure of any company. This is made possible by 500 plus APIs that ensure seamless pan-organisation synchronisation. Users can send customised emails to a wide range of audiences through easy predefined templates. Moreover, live chat support allows team members to extend better customer support and sell more. The dashboard captures and showcases crucial KPIs, such as the number of answered/unanswered calls by each agent. Other notable features include integrated sales tracking, omnichannel support, real-time reporting, dedicated cloud storage servers, high-end security, on-field order capturing, and much more. ..read more

Features

Call Logging

Contact Management

Customer Support

Lead Scoring

List Management

Marketing Automation

Product Catalog

Project Management

Quotes (Proposals)

Referral Tracking

TECHNICAL DETAILS

Access Monitoring

24/7 (Live rep)

Business Hours

Online

Contact Number/Address

San Francisco, USA

Bangalore, India / +91 7899-887-755

API

N/A

N/A

Deployment

SaaS/Web/Cloud

Mobile - Android

Mobile - iOS

Mobile - Windows

Mobile - BlackBerry

Installed - Windows

Installed - Mac

Customers

Individuals

Freelancers

Large Enterprises

Medium Business

Small Business

Pricing

Pricing Model

Free Trial

Freemium

One-time license

Open-source

Subscription

Quotation Based

Plans

Custom
Custom

Freshworks 360 is scalable and suits growing businesses.

Features

  • Omni-channel customer engagement
  • In-context collaboration
  • Integrated experience
  • Easy customization
View Price Page
Professional (Sales Cloud)
$39 /User/Month

Features

LEAD MANAGEMENT

  • Rule based lead assignment
  • Lead Sourcing from multiple channels
  • Lead scoring & distribution
  • Auto reminders & emails to prospects
  • Duplicate Blocking
  • Lead Routing
  • Lead Automation
  • Sales follow up & Tracking

CUSTOMER CONTACT MANAGEMENT

  • Company details with location
  • Customer data and hierarchy flow
  • Past customer interaction details & engagement
  • Rates / Quotes offered accountwise
  • Remember their birthdays, Anniversaries

MOBILE SALES CRM

  • Lead notification & assignment
  • Sales Opportunity Tracker
  • Offline Mobile Functionality
  • Lead Mapping
  • Meeting check in / check out with geo tagging
  • Send reports & Minutes of meeting
  • Customer location tagging
  • Expense Management
  • Product / Brochure details in app

INTEGRATION

  • API Integration
  • WordPress Integration
  • Web Integration
  • Google Apps Integration
  • Cloud Telephony
  • Third-party Chat integration
  • Email Integration
  • SMS Integration

CHAT SOLUTION

  • Plug 'N' Play
  • Chat Reporting and Analytics
  • Chat Widget
  • Configurable Chat Templates
  • Auto-Responder
  • Internal Communication

SALES TICKET WORKFLOW

  • Raise tickets from existing customers
  • Upsell/Cross Sell
  • Address any feedback & concerns
  • Get repeat business
  • Auto Sales Ticket Rerouting
  • Automated Ticket Allocation
  • SUPPORT
  • 24*7 free support
  • Online Support
  • Self-service Support
  • Phone Support
  • Email Support
  • Chat Support

INDUSTRY SPECIFIC WORKFLOW MANAGEMENT

  • Customizable workflow
  • Manage team wise configurations
  • Task Management for large teams
  • Prioritize and Visualize
  • Pinnable Dashboard for Important To-dos

ORDER MANAGEMENT

  • Customer data and hierarchy flow
  • Past customer interaction details &engagement
  • Rates/Quotes offered accountwise
  • Custom Workflow and Approvals
  • Complete Customer & payment History

DIFFERENTIAL RATE MANAGEMENT

  • Price Management
  • Apply Discounts instantly from system
  • Offer Management

SALES FORECASTING

  • Predictive Analysis
  • Sales projection based on pipeline
  • Business Intelligence driven forecasting

POWERFUL REPORTING ENGINE

  • Basic Reporting
  • Sales Forecasting
  • Team Reporting
  • Productivity Reports
  • Goal Tracking
  • Product Report
  • Real time SLA Reporting
  • Business Intelligence to help achieve SLA's
  • 500+ Report Formats

OMNICHANNEL SUPPORT

  • Email, Web, Chat, Call queries on one dashboard
  • Email Insights
  • View entire case history in a single view
  • Single sign-in
  • Omnichannel Routing
  • Create Sub tickets

DISPOSITION METRIC

Service process improvement measurement
Rule based disposition
Inter department ticket assignment

CALL CENTER MANAGEMENT

  • Outbound calling
  • Inbound Calling
  • Call Rerouting
  • Agent Rostering
  • Call Recording
  • Shift/Leave Management
  • Trigger based call routing
  • CUSTOMER 360 VIEW
  • Call recording customer interaction from all mediums
  • View entire customer history
  • View order related details
  • SET ALERTS & SLA's
  • Tag keywords to trigger escalations
  • Set timers and auto notifications
  • Real time monitoring of SLA achievement

FIELD SERVICE OPERATIONS

  • Field Service tickets management
  • Customer Visit mapping
  • GPS Enabled
  • Simplified Sales Workflow
  • Sales Management
  • Live Location Tracking
  • Product Cataloging
  • Instant Order Approvals
  • Payment Updates
Enterprise (Sales Cloud)
$59 /User/Month

Features

Everything in Professional Plus

MOBILE SALES CRM

  • Call management
  • Attendance Management
  • INTEGRATION
  • Shopify Integration
  • Custom Integrations
  • Development Support for Integrations

CHAT SOLUTION

  • Chat SDK
  • Hybrid Ticketing
  • QUOTATION & PAYMENT
  • Quotation templates
  • Configure Discounts & offers
  • Send from Mobile and Desktop
  • Send Payment advice
  • Schedule Payment follow-ups
  • Credit/Debit notes
  • Partial payment, Cheque payments
  • Send Payment gateway link

CAMPAIGN MANAGEMENT

  • Complete Source Mapping
  • Detailed Analytics
  • Social Campaigns Integration
  • Google Campaigns Integration
  • Online Leads Mapping

KNOWLEDGE MANAGEMENT

  • Internal team collaboration
  • Training and Assignment module
  • Instant notifications and Alerts
  • Workflow based Q&A
  • Cloud Storage
  • Employee Forums

LEARNING MANAGEMENT SYSTEM

  • Sales training modules
  • Tools for assessment
  • Rating and feedback mechanism
  • Collaterals for Thorough Product Info

PREMIUM INVENTORY ACCESS

  • Unlimited Kapdrive Access
  • Pre-defined Email Templates
  • Targeted Emailers
  • 10,000 credits

OMNICHANNEL SUPPORT

  • Omnichannel Rerouting
Professional (Service Cloud)
$39 /User/Month

Features

OMNICHANNEL SUPPORT

  • Email, Web, Chat, Call queries on one dashboard
  • Email Insights
  • View entire case history in a single view
  • Single sign on
  • Create Sub tickets

MARKETING AUTOMATION

  • Ready-to-use email templates
  • Mass Email
  • Marketing Campaigns
  • Campaigns Management

DISPOSITION METRIC

  • Service process improvement measurement
  • Rule based disposition
  • Inter department ticket assignment

CALL CENTER MANAGEMENT

  • Outbound calling
  • Inbound calling
  • Call recording
  • Agent Rostering
  • Shift / Leave Management
  • Trigger based call routing

SET ALERTS & SLA's

  • Tag keywords to trigger escalations
  • Set timers and auto notifications
  • Real time monitoring of SLA achievement

CUSTOMER 360 VIEW

  • customer interaction from all mediums
  • View entire customer history
  • view order related details

REPORTS

  • Get Ticket analysis report
  • Agent performance
  • View custom reports as you desire

SUPPORT

  • Call Support
  • Email Support
  • Chat Support
  • 24/7 Agent Availability

FIELD SERVICE OPERATIONS

  • Field Service tickets management
  • Mobile App
  • Customer Visit mapping
  • GPS enabled

GOOGLE INTEGRATION

  • Email Integration
  • Calendar
Enterprise (Service Cloud)
$59 /User/Month

Features

Everything in Professional Plus

ADVANCED API INTEGRATION

  • Development support
  • API's for custom integrations
  • CUSTOM TICKET WORKFLOW
  • Ticket workflow based on rules
  • Customized ticket allocation/ disposition

SOCIAL MEDIA TICKETING

  • Manage reviews
  • Reply to social media tickets
  • Assign tickets internally

KNOWLEDGE MANAGEMENT SYSTEM

  • Training & Assessment modules
  • Employee Community / Forums
  • Internal Team Collaboration tool
  • Instant notifications & Alerts

ADVANCED CHAT TICKET MODULE

  • Route chat based on order, refund or any other case
  • Chat assignment to agent based on query
  • Chat Analytics

DYNAMIC REPORTING

  • Report Engine
  • Real time SLA Reporting
  • Business Intelligence to help achieve SLA's

DEDICATED ACCOUNT MANAGER

Professional (Sales and Service Cloud)
$49 /User/Month

Features

LEAD MANAGEMENT

  • Rule based lead assignment
  • Lead Sourcing from multiple channels
  • Lead scoring & distribution
  • Auto reminders & emails to prospects
  • Duplicate Blocking
  • Lead Routing
  • Lead Automation
  • Sales follow up & Tracking

CUSTOMER CONTACT MANAGEMENT

  • Company details with location
  • Customer data and hierarchy flow
  • Past customer interaction details & engagement
  • Rates / Quotes offered accountwise
  • Remember their birthdays, Anniversaries
  • MOBILE SALES CRM
  • Lead notification & assignment
  • Sales Opportunity Tracker
  • Offline Mobile Functionality
  • Lead Mapping
  • Meeting check in / check out with geo tagging
  • Send reports & Minutes of meeting
  • Customer location tagging
  • Expense Management
  • Product / Brochure details in app

INTEGRATION

  • API Integration
  • WordPress Integration
  • Web Integration
  • Google Apps Integration
  • Cloud Telephony
  • Third-party Chat integration
  • Email Integration
  • SMS Integration

CHAT SOLUTION

  • Plug 'N' Play
  • Chat Reporting and Analytics
  • Chat Widget
  • Configurable Chat Templates
  • Auto-Responder
  • Internal Communication

SALES TICKET WORKFLOW

  • Raise tickets from existing customers
  • Upsell/Cross Sell
  • Address any feedback & concerns
  • Get repeat business
  • Auto Sales Ticket Rerouting
  • Automated Ticket Allocation
  • SUPPORT
  • 24*7 free support
  • Online Support
  • Self-service Support
  • Phone Support
  • Email Support
  • Chat Support

INDUSTRY SPECIFIC WORKFLOW MANAGEMENT

  • Customizable workflow
  • Manage team wise configurations
  • Task Management for large teams
  • Prioritize and Visualize
  • Pinnable Dashboard for Important To-dos

ORDER MANAGEMENT

  • Customer data and hierarchy flow
  • Past customer interaction details &engagement
  • Rates/Quotes offered accountwise
  • Custom Workflow and Approvals
  • Complete Customer & payment History

DIFFERENTIAL RATE MANAGEMENT

  • Price Management
  • Apply Discounts instantly from system
  • Offer Management

SALES FORECASTING

  • Predictive Analysis
  • Sales projection based on pipeline
  • Business Intelligence driven forecasting

POWERFUL REPORTING ENGINE

  • Basic Reporting
  • Sales Forecasting
  • Team Reporting
  • Productivity Reports
  • Goal Tracking
  • Product Report
  • Real time SLA Reporting
  • Business Intelligence to help achieve SLA's
  • 500+ Report Formats

OMNICHANNEL SUPPORT

  • Email, Web, Chat, Call queries on one dashboard
  • Email Insights
  • View entire case history in a single view
  • Single sign-in
  • Omnichannel Routing
  • Create Sub tickets

DISPOSITION METRIC

  • Service process improvement measurement
  • Rule based disposition
  • Inter department ticket assignment

CALL CENTER MANAGEMENT

  • Outbound calling
  • Inbound Calling
  • Call Rerouting
  • Agent Rostering
  • Call Recording
  • Shift/Leave Management
  • Trigger based call routing

CUSTOMER 360 VIEW

  • Call recording customer interaction from all mediums
  • View entire customer history
  • View order related details
  • SET ALERTS & SLA's
  • Tag keywords to trigger escalations
  • Set timers and auto notifications
  • Real time monitoring of SLA achievement

FIELD SERVICE OPERATIONS

  • Field Service tickets management
  • Customer Visit mapping
  • GPS Enabled
  • Simplified Sales Workflow
  • Sales Management
  • Live Location Tracking
  • Product Cataloging
  • Instant Order Approvals
  • Payment Updates
Enterprise (Sales and Service Cloud)
$69 /User/Month

Features

Everything in Professional Plus

MOBILE SALES CRM

  • Call management
  • Attendance Management
  • INTEGRATION
  • Shopify Integration
  • Custom Integrations
  • Development Support for Integrations

CHAT SOLUTION

  • Chat SDK
  • Hybrid Ticketing

QUOTATION & PAYMENT

  • Quotation templates
  • Configure Discounts & offers
  • Send from Mobile and Desktop
  • Send Payment advice
  • Schedule Payment follow-ups
  • Credit/Debit notes
  • Partial payment, Cheque payments
  • Send Payment gateway link

CAMPAIGN MANAGEMENT

  • Complete Source Mapping
  • Detailed Analytics
  • Social Campaigns Integration
  • Google Campaigns Integration
  • Online Leads Mapping

KNOWLEDGE MANAGEMENT

  • Internal team collaboration
  • Training and Assignment module
  • Instant notifications and Alerts
  • Workflow based Q&A
  • Cloud Storage
  • Employee Forums

LEARNING MANAGEMENT SYSTEM

  • Sales training modules
  • Tools for assessment
  • Rating and feedback mechanism
  • Collaterals for Thorough Product Info

PREMIUM INVENTORY ACCESS

  • Unlimited Kapdrive Access
  • Pre-defined Email Templates
  • Targeted Emailers
  • 10,000 credits

OMNICHANNEL SUPPORT

  • Omnichannel Rerouting
View Price Page

SCREENSHOTS

View 1 screenshot(s)
View 9 screenshot(s)

INTEGRATIONS

    NA
  • Knowlarity
  • WordPress
  • Magento
  • Shopify
  • MailChimp
  • Freshbooks
  • Jira