Namma Yatri reduces ticket resolution time with Kapture CX

Namma Yatri, an open network mobility app based in Bengaluru, has significantly improved its customer support efficiency by integrating Kapture CX's customer support automation. The app, which serves various mobility operators including auto-rickshaw, taxi, and public transport, has quickly gained 25% of the city’s ride-hailing market, growing at approximately 100% each month.

The app is known for its user-friendly auto and cab booking experience, prioritising the needs of both commuters and drivers. As Namma Yatri expands its operations, the company has identified the importance of effective customer support to maintain its competitive edge.

Recognising the need for scalability in its customer ticket resolution processes, Namma Yatri used Kapture CX, a customer experience platform powered by Gen-AI. The integration aimed to streamline ticket management and improve response times as the company faced increased customer demand.

Kapture CX provided a unified dashboard that allows Namma Yatri’s customer support team to manage interactions across various channels, including chat, calls, emails, and social media. This integration aligns with Namma Yatri’s mission to create a driver-focused, customer-centric mobility solution.

Rajiv Ravindran, Head of Customer Success at Namma Yatri, said, “Being a driver-driven and no-commission policy app, the emotional connection that we have with our drivers is what worked out for us. We realised how Kapture’s AI-backed system can help us improve the experience for our agents and CX team, ultimately benefiting both drivers and customers.”

Since implementing Kapture CX, Namma Yatri has shifted from using Google Sheets to a more advanced SaaS platform, which has allowed for enhanced data management and analytics. The company reported a closure rate of approximately 99.6% for customer tickets month-on-month, alongside a reduction in average handling time (AHT).

Namma Yatri plans to leverage Kapture’s analytics for further expansion into additional cities across India, diversifying into various transport modes such as cabs, metro rails, buses, and trains. With improved data insights and operational support, Namma Yatri continues to focus on enhancing both driver and customer experiences.