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Kapture CX will enhance Autopedia’s customer support capabilities, streamline operations, and manage multichannel customer inquiries for Indonesia’s Autopedia.
India, February 2025: Autopedia is a leader in Indonesia’s automotive sector with a state-of-the-art online car buying and selling ecosystem. Recognized for serving more than 100,000 customers annually, the company has onboarded Kapture CX to enable seamless omnichannel customer support across multiple touchpoints within a unified dashboard.
Autopedia has a vast business model. It engages with businesses ranging from car and motorcycle auctions and also helps customers with car and motorcycle prices as an aggregator. However, managing a huge volume of customer inquiries to consistently maintain a 40% market share requires robust customer support. The implementation of Kapture CX will provide omni-channel support by managing customer interactions across Facebook, Instagram, WhatsApp, email, and website forms.
Kapture CX will also enable quicker ticket resolution through an automated ticketing system for escalation and resolution, providing timely responses. With its built-in SLA tracking, the AI-powered CX automation platform will ensure that each ticket is handled within a predefined timeframe.
“Kapture CX is thrilled to partner with Autopedia,” said Gaurav Juneja, CRO of Kapture CX, “Autopedia is doing exceptional work, and we are honored to provide them with a comprehensive customer support management solution. This collaboration underscores our commitment to empowering Indonesian businesses to transform their customer experiences. We eagerly anticipate witnessing Autopedia’s continued success and expansion within the Indonesian market through our implementation.”
As part of the integration, Kapture CX will enable seamless customer management by maintaining detailed customer profiles and integrating data with external systems, ensuring a holistic view of each interaction. In addition, it will also streamline employee management by tracking agent availability, defining roles, and controlling user access for optimal resource allocation and security. Subsequently, this will act as a comprehensive solution for Autopedia to improve both customer experience and internal operations with higher efficiency.
Commenting on the decision to onboard Kapture CX, Jonathan Weiyn, Head of Digital Business of Autopedia said, “We’re excited to partner with Kapture CX to enhance our customer support capabilities. Kapture CX’s robust platform will empower us to provide exceptional service to our growing customer base in Indonesia. This partnership aligns perfectly with our commitment to delivering seamless and personalized customer experiences.
To provide Autopedia with comprehensive support, Kapture CX will also share customizable reports and dashboards with in-depth insights into ticketing and agent performance. It will also capitalize on its integration capabilities to synchronize data effortlessly with Autopedia’s internal system via APIs for a real-time performance tracking delivery.
To further enhance efficiency, Kapture CX equips agents with a knowledge base, including decision trees and SOPs, to ensure quick and effective ticket resolution.
