Namma Yatri Boosts Customer Support with Kapture CX Integration

Key Highlights:

• Namma Yatri, a Bengaluru-based mobility app, integrated Kapture CX to improve customer support efficiency.
• The app has captured 25% of Bengaluru's ride-hailing market and is growing 100% monthly.
• Kapture CX's Gen-AI-powered platform helped Namma Yatri streamline customer ticket management across various channels.
• Namma Yatri achieved a 99.6% monthly ticket closure rate and reduced average handling time with Kapture CX.
• The app plans to expand to other cities in India and add new transport options like cabs, metro, and buses.

Namma Yatri, a mobility app based in Bengaluru, has gained significant traction, holding a 25% share of the city's ride-hailing market. Known for its easy-to-use interface for auto (three-wheeler), taxi, and public transport bookings, the app has seen rapid growth, expanding at a rate of about 100% monthly.

Focus on Customer and Driver Experience 

With a strong focus on customer and driver needs, Namma Yatri has taken steps to enhance its customer support system. The company partnered with Kapture CX, a Gen-AI-powered customer experience platform to manage the rising demand and ensure efficient ticket resolution.

Role of Kapture CX in Enhancing Customer Support 

The integration with Kapture CX has enabled Namma Yatri to improve response times and streamline ticket management. The platform provides a unified dashboard for managing interactions across various channels, including chat, calls, emails, and social media, aligning with Namma Yatri’s goal of a driver-focused, customer-friendly service.

Success in Ticket Management and Data Analytics 

Since implementing Kapture CX, Namma Yatri has moved from manual processes like Google Sheets to an advanced SaaS platform, leading to enhanced data management and analytics. The company reports a 99.6% monthly ticket closure rate and a decrease in average handling time (AHT), marking a major step in its operational efficiency.

Expansion Plans Across India 

Looking forward, Namma Yatri aims to leverage Kapture’s analytics as it expands into other Indian cities and explores additional transport modes like metro rails, buses, and trains. The integration is expected to continue supporting both driver and customer satisfaction, enhancing the app’s position in the mobility sector.

Also Read: ONDC and Namma Yatri Collaborate for Affordable Commutes in Delhi with Commission-Free Auto Rides

CMV360 Says

Namma Yatri’s approach to using AI for customer support shows a smart strategy in an industry that values timely and efficient service. This focus on customer experience, alongside driver support, positions the app as a promising mobility solution for urban commuters.