Last Updated:
Kapture CX has revolutionized how Namma Yatri handles customer interactions, providing real-time insights and higher resolution rates.
With its rapid growth, the app is continuously strategizing to expand operations while efficiently managing customer queries.
Namma Yatri, a groundbreaking mobility app based in Bengaluru, is changing the way people travel. This innovative platform caters to all types of transport operators, including auto-rickshaws, taxis, and public transport.
In less than 20 months, Namma Yatri has captured a remarkable 25% of the city’s ride-hailing market, growing at an impressive rate of 100% each month. Known for its easy auto and cab booking experience, the app prioritizes customer satisfaction, aiming to be a major player in the ride-hailing sector.
Namma Yatri is India’s first ride-hailing platform built on an open network, connecting users and drivers through multiple channels. As the app expands rapidly, it’s crucial to scale operations while efficiently tracking customer issues and feedback. This will help the company make informed decisions and improve services.
Partnership with Kapture CX
To maintain its leadership in the commuting industry, Namma Yatri is tackling unfair practices and high fares from major competitors. With a surge in customers and ticket requests, the app recognized the necessity of streamlining its customer service.
They partnered with Kapture CX, a leading customer experience platform powered by Gen-AI. This collaboration allows Namma Yatri to manage customer interactions seamlessly through chat, calls, emails, and social media on a single dashboard.
Rajiv Ravindran, Head of Customer Success at Namma Yatri, highlighted the importance of this integration: “Being a driver-driven and no commission policy app, the emotional connection that we have with our drivers is what worked out for us.”
Kapture CX provides comprehensive support for managing customer interactions, offering real-time insights and improving resolution rates. This adaptable solution ensures that Namma Yatri can grow smoothly while delivering an outstanding customer experience.
Significant Impact
Improved Efficiency: With Kapture CX, Namma Yatri shifted from Google Sheets to a SaaS platform, gaining valuable insights and flexibility that enhance operational efficiency.
High Resolution Rates: The app now resolves about 99.6% of customer tickets every month with personalized solutions, significantly reducing average handling time.
Expanding Horizons: Armed with Kapture’s analytics, Namma Yatri plans to expand into more cities across India, adding various transport modes like cabs, metro rails, buses, and trains. The app prioritizes a great driver experience, which in turn boosts customer service.
