India is home to a thriving startup ecosystem, and in recent years, several innovative startups have emerged that are focused on enhancing the customer experience for brands. These startups offer a range of solutions to help businesses improve customer engagement, streamline customer support, and deliver a more personalized experience. From customer engagement platforms to AI-powered e-commerce search platforms, India’s startup ecosystem is driving innovation in the customer experience space. Here are five Indian startups that are leading the way in this exciting field.
Kapture
Kapture is a renowned SaaS-based Customer Support Automation platform that deeply focuses on customer support and enables personal customer interactions. Founded in 2014, Kapture brings a customer profiling and segmentation tool that lets the user collect and segregate all prospect interactions on a single platform. This enables them to understand and profile their customers for a more real experience. The startup is helping brands with ticket management, a knowledge management system, an intelligent self-service portal, efficient customer data management, intelligent chatbots that provide contextual responses, omnichannel support operation that integrates queries from multiple channels onto a centralized location, customized tools, and powerful API integrations for smooth operations.
Zendesk
Zendesk is a ticketing system used to manage customer conversations. With any Zendesk plan, you’re able to manage email, Twitter, and Facebook conversations. On their higher-cost plans, you’re also able to manage phone and chat conversations. Though Zendesk is generally associated with larger teams because of the relative complexity of the product, resources needed for initial set up, and overall cost, they do have a few lower-cost plans. Those lower-cost plans do lack some features but should cover the basics for those with a primary focus on email support.
Freshdesk
A cloud-based customer support and helpdesk software that offers a range of features to manage customer interactions and improve customer experience. Freshdesk has two support offerings: one for just a help desk solution and one that covers omnichannel support. There are plan tiers within both, but the help desk solution is a lower cost on average when compared to the omnichannel product, and it’s probably a good starting place for most small businesses.
Salesforce
A cloud-based customer relationship management platform offering solutions for sales, customer service, and marketing, with analytics, automation, and integrations. It can be a good option for teams that are looking to provide support over Slack — Service Cloud integrates natively with Slack. Beyond Slack, you can use Salesforce Service Cloud to provide support via email, live chat, and self-service channels. The platform also offers add-ons like field service and AI tools and can integrate easily with Saleforce’s CRM for added customer insights.
Zoho
A customer relationship management platform that offers solutions for sales, marketing, and customer service, with features such as analytics, automation, and social media management. The company’s flagship product is Zoho One, an integrated suite of over 45 applications for sales, marketing, customer support, accounting, and other business operations. Zoho’s products are designed to be affordable and easy to use, and the company has been recognized for its commitment to customer satisfaction and support. Zoho is also known for its affordable pricing and its commitment to customer privacy, with a strict no-advertising policy and a data center exclusively for its customers.
