# Kapture CX Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Kapture CX the right Customer Experience solution for you? Explore 40 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/266354/Kapture/reviews --- Kapture CX 4.2 (40) [View alternatives](https://www.capterra.com/p/266354/Kapture/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Kapture CX Ease of use 4.4 Customer Service 4.3 ## Pros and Cons in Reviews GK Gokul K ConsultantConsumer Services, 51 - 200 employeesUsed the software for: Less than 6 months. “Customer support automation through Kapture has really helped us elevate Customer Service for us.“ January 24, 2025 CS Chetan S Jr. ManagerHealth, Wellness and Fitness, 201 - 500 employeesUsed the software for: 1-2 years. “Only the linkedin integration have some issues and they're still trying to integrate it.“ August 23, 2022 CS Chetan S Jr. ManagerHealth, Wellness and Fitness, 201 - 500 employeesUsed the software for: 1-2 years. “We have been providing customer service using Kapture CRM and we are able to scale our support system.“ August 23, 2022 Ar Abhishek r OperationHealth, Wellness and Fitness, 1,001 - 5,000 employeesUsed the software for: 6-12 months. “Product is easy to use and we can do multiple task in the same software where we can close the bulk ticket at a one go .“ August 24, 2022 NS Nilesh S AVPApparel & Fashion, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “okay tool, i will not vouch much for it but cost effeciency wise, it is better“ August 23, 2022 ## Showing most helpful reviews Showing 1-25 of 40 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Karandeep S. Customer Support Intern Consumer Goods Used the software for: 6-12 months ### "Scalable solution for all CX needs" January 23, 2025 5.0 Kapture CX has enabled us to streamline operations across multiple geographies, including regions with varying levels of operational maturity. The platform's scalability ensures that we can handle a large number of users effectively as we grow Pros Kapture was a standout vendor for us due to the feature rich platform and the willingness of the team to customize per our unique needs. The onboarding process was structured, and the team was committed to aligning with our pace, which is crucial when dealing with both mature and developing markets. Their support during the pilot phase and the flexibility to scale up made the implementation process seamless. Cons While the overall process was smooth, initial issues with commercials took some time to resolve. The product itself has little to no downtime, and we appreciate the ease of use of ticketing software. Review Source GK Gokul K. Consultant Consumer Services Used the software for: Less than 6 months ### "Kapture has been a turning point for customer support automation" January 24, 2025 5.0 Customer support automation through Kapture has really helped us elevate Customer Service for us. It has helped us in some crucial junctures with respect to concerns in retail, which can get repetitive and complicated. Tools like voice support, omnichannel integration, self service, digital case management, and agent producitivity have given us a big advantage. Pros Kapture provides some great AI features that were never offered by the earlier vendors we had. The mature Gen AI features on the platform are very useful, considering the size of our company. Smart routing is especially a stand-out. Cons Could benefit from some in-app guidance for features that are a bit more advanced. Our agents usually pick up with training but the power users had to rely on the support team for help (their response has been timely and quick too!) Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) The versatility and efficiency that the AI features in Kapture offered weren't present in the earlier products. Review Source PV Paridhi V. Cx support executive Health, Wellness and Fitness Used the software for: Less than 6 months ### "Kapture review" December 17, 2024 3.0 The initial phase was challenging, and it took about a month to fully understand everything. However, due to the absence of notification sounds, many emails are still exceeding the FRT. Pros there's nothing special, but it works smoothly. Cons The aspects I liked the least about Kapture are, first, the search option, and second, the absence of notification sounds. Review Source MKM Manisha Kumari M. Kapture Review E-Learning Used the software for: 2+ years ### "Regarding the usablity of kapture" September 1, 2022 5.0 We are solving the query of the students via, Email, call and chat who are using our product. Pros Yes, features are very impactful for us. we also can get the daily report of the query we received on the kapture via, Email, call, and chat. Yes, the integration of my operator is very useful for us. Cons Sometimes, it gets slow despite of being a good internet connection. No, the integration of my operator with Kapture is quite useful and smooth. Alternatives considered [Tasks for Zendesk](https://www.capterra.com/p/202000/Tasks-app-for-Zendesk/) Reason for choosing Kapture CX Because it is quite resonable and the service and feature they are providing is almost same as others. Review Source CS Chetan S. Jr. Manager Health, Wellness and Fitness Used the software for: 1-2 years ### "Great tool for customer support" August 23, 2022 5.0 We have been providing customer service using Kapture CRM and we are able to scale our support system. Pros The reporting and ease of integration are one of the best. We have linked our emails, calls, social media account with Kapture and they're working swiftly. Cons Only the linkedin integration have some issues and they're still trying to integrate it. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Kapture CX Kapture is cheaper and it's configuration tools are great. Switched from [OneDirect](https://www.capterra.com/p/185209/OneDirect/) It had integration issues with our social media Review Source Response from Adjetter Media August 24, 2022 Hi Chetan, Thank you for the wonderful review and for taking the time to share your feedback with Kapture. Our priority is customer service and we are ecstatic that we met that mark! RR Ramasubramaniam R. General Manager - IT Consumer Goods Used the software for: 1-2 years ### "Customer Service" August 23, 2022 3.0 Our overall experience is good. However, huge opportunities for the organisation to improve on the support levels Expect the product to get enhanced to serve the clients quickly. Pros a) Rich features covering the entire After Sales Service life cycle processes b) Mobile Friendly c) Saas Based solution for Small, Mid and Large enterprises d) Customisable solution e) Scalable to 2X users in a month f) Cons a) Lead time to develop or customise solutions are too long b) Developer Talent drain c) Reliability of the features d) Reducing Support levels e) Rugged structure rather than configurable solutions Alternatives considered [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[SAP S/4HANA Cloud](https://www.capterra.com/p/152293/SAP-S-4HANA/)[Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/) Reason for choosing Kapture CX a) Lower TCO b) Simple and scalable solution c) Customer Success of referral clients d) Rich features and functionalities e) Secured Software Review Source NM Naqvi M. Deputy Manager Internet Used the software for: 6-12 months ### "A feature packed tool and cost effective" August 23, 2022 4.0 Work is assigned equally to my associates now. I do not have to toggle between different screens to access my tickets now since Kapture brings everything in one place. Pros Ticket assigning is super easy, all my tickets from various platforms are in the same place which I love the most. Cons At times, the tool does not feel very user friendly. Could be refined to improve user experience. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[SugarCRM](https://www.capterra.com/p/231638/SugarCRM/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Kapture CX It was cost effective compared to others and packed with features. Switched from [SugarCRM](https://www.capterra.com/p/231638/SugarCRM/) CRM was very basic with little to no use for my team. Did not have many functionalities. Review Source kL ken L. CEO Leisure, Travel & Tourism Used the software for: 6-12 months ### "absolute Mess " February 4, 2020 1.0 Managing customer data and tracking sales. Pros The marketing looked great, customizable Cons Implementation was a mess, they could not get minor changes made, workflows kept getting messed up and their team changed multiple times. Eventually got an unusable system, with the wrong workflows and zero data used. Alternatives considered [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/)[SugarCRM](https://www.capterra.com/p/231638/SugarCRM/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Kapture CX The cost was good place to start and they claimed it was customizable. They showed me a template from another travel agency but could never show me the actual back end once we started. Review Source Muheeb P. Admin Food & Beverages Used the software for: 1-2 years ### "CRM Review" November 12, 2020 5.0 Very fast and accurate resolutions Pros Managing tickets was a headache for us and what helped us in managing the smooth flow is Kapture CRM. with their self-service portal and omnichannel presence it's really easy for us to manage and organize the ticket flow today. Thanks to them we have zero ticket backlogs and higher customer satisfaction. Cons Nothing noticed as such in my association with Kapture team Reason for choosing Kapture CX The features and pricing are the key factor Review Source Sunil K. Program Manager Retail Used the software for: 2+ years ### "Most customizable CRM in the market " August 29, 2022 4.0 Pros Multiple 3rd party integration capabilities, custom workflows and solutions to various problems or business use cases. Cons Sometimes the chats become slow and unresponsive Review Source AAS Ali Asgar S. Executive Leisure, Travel & Tourism Used the software for: 6-12 months ### "Simple and Sweet" August 29, 2022 5.0 Overall it helps in segmenting the work and focus on being efficient Pros Most important aspect is the features to segment and provide customised individual access and overall very easy and customizable Cons Should foucs more on support, sometimes if relevant mail are in CC ticket doesn't generate Review Source sA shivani A. bdm Animation Used the software for: 6-12 months ### "excellentt" June 18, 2018 5.0 Pros As a sales manager, I was able to monitor my sales team location on field. This software is very helpful. Cons Sometimes, the attendance may not get captured because of a minor bug. But, it has been fixed.and once fixed then the problem dont come again Review Source DM Deepak M. doesn't matter Leisure, Travel & Tourism Used the software for: 2+ years ### "Review" August 26, 2022 4.0 Yet to get deeper into further usage Pros The flexibility and support of the Kapture team Cons Exploring the possibilities of using Kapture to integrate into our agent's day2day life Review Source AM Abhishek M. Sales Lead Used the software for: ### "Nice and Easy" May 16, 2016 5.0 Great API , Easy Interface ....Overall very good experience.... Review Source PU Paras U. Hotel SME Aviation & Aerospace Used the software for: 1-2 years ### "Good but can be a beter" August 24, 2022 3.0 Pros Multiple mails under 1 chain. New ticket interface. Cons 1\. Merge case Subject line - if we merge 2 or multiple case subject line changed with most recent case that Should not happen. 2. Attached File - Attaching file feature can be upgrade as we are not able to attached file where any DOT (.) is is available on file name. Which is unnecessary west of time. 3. Last respond Time- When we reply any mail that time should be display on assign case page. 4. Notes - Notes should be handy on left hand side display with free text format as a Chat. 5. Email Id - Email id edit options should be available. 6. Response Time - To open / Resolved / revert / received takes more than 5 sec some times more that should be reduce. 7. Email attachment - Email attachment facility should be available. 8. Close Ticket - Close ticket should be available as per resolve case time. Review Source BS Bala S. Executive Health, Wellness and Fitness Used the software for: 1-2 years ### "User friendly tool for customer support." August 23, 2022 5.0 Very helpful and easily accessible with regards to customer data. One of the best tool with an easy work layout. Pros Ticketing system along with side by side email sending option the customer and tickets can be easily searched. Cons Side conversation opens new tickets which can be avoided. Review Source RK Raushan K. Analyst Information Technology and Services Used the software for: 1-2 years ### "An Expert Analysis" February 24, 2024 5.0 Pros Kapture is very useful and easy yo use mange to time easy and track the data soon and customer support is very high and humble Cons I love kapture dashboard and make comfortable work and mange the time Review Source DG Divyanshi G. Analyst Computer Software Used the software for: 6-12 months ### "Helped in thorough ticket management" February 27, 2024 5.0 Pros Easy of ticket handling. The software is cost effective as well. Provide well managed architecture to tackle clients tickets. Cons The User interface could be better for improved user experience. Review Source RR Rajat R. Assistant manager Customer experience Consumer Services Used the software for: 6-12 months ### "About Kapture " August 23, 2022 5.0 It's help me to manage the data of my team and i can do the analysis very easily that how my team working. Also, for brand prospective it help me fo the analysis. Pros The management system you got everything in one software like social, contact center, emails Cons It's just tech issue which occurs on very frequent basis Review Source HS Himanshu S. Senior Executive Customer Success Biotechnology Used the software for: 1-2 years ### "Kapture using review " August 23, 2022 4.0 Over all experience is good It helps me in my daily activity and track the breakdown and backend support Pros I used this in daily activities and generating ticket. It help me to track the breakdown of my machine and the support form the backendi love this Cons Sometime it automatically closed and again we need to fill the details Review Source MA Mohammad A. Manager Health, Wellness and Fitness Used the software for: 6-12 months ### "Kapture Feedback from Adret" August 23, 2022 5.0 Pros I think Kapture is a decent tool to manage Helpdesk team. Cons Instagram Ad comments are not visible, Also automation would not be easily available. Review Source NS Nilesh S. AVP Apparel & Fashion Used the software for: 2+ years ### "Kapture Help desk tool working" August 23, 2022 3.0 It is okay okay tool, i will not vouch much for it but cost effeciency wise, it is better Pros It is easy to use and support will be there as dedicated support is there for your account Cons Development part of new feature is very slow. it tooks a lot of time to complete a very basic development Review Source VS Vikash S. Assistant Mangaer ( Customer experience ) Consumer Services Used the software for: 2+ years ### "Kapture Review " August 23, 2022 5.0 All good Pros The interface and management system. Also, the queue alignment Cons Nothing as such only tech issue that occurs in interval Review Source Sagar V. Head of Online Business Hospitality Used the software for: 6-12 months ### "Never do business with Kapture CRM" June 9, 2020 1.0 We’re a small tourism start up based out of Portblair, Andaman, we run our operations out of Bangalore Office. We happen to have done business with Kapture CRM and we had a bad experience dealing with Kapture CRM(Adjetter Media), and here is our honest feedback/review/rant! During the ordeal, people at Kapture CRM were made false promises, walked backed words, sidestepped when asked questions, ignore our email. Even after no services were delivered, they didn’t refund claiming they’ve worked on, so they can’t refund. Before we took the decision to do this we were very patient, tried asking politely, but the response so poor, we thought we will have to do this. Here’s the story with the timeline and screen captures from email interaction. https://www.kapturecrmreview.com/post/kapture-crm-review-by-sagar Pros Actually nothing, UI sucks. They don't even know what a dashboard is. Zoho and Freshworks have way better UI. And they claim all the features and deliver none. Cons We happen to have a really bad experience with them and this is an honest review of the ordeal. Review Source SS Surbhi S. Team Lead E-Learning Used the software for: 2+ years ### "Kapture CRM" August 29, 2022 3.0 It was good experience Pros everything. Tabs, home page, descriptions Cons Easy to use. Anyone can learn easily, Review Source Similar Products Featured