Exotel-Shiprocket tie-up enhances customer engagement in 19,100 PINs
This partnership has enabled faster resolutions, higher response rates and improved engagement across Shiprocket’s India’s e-commerce network.
Exotel, a provider of AI-powered customer engagement and experience solutions, announced that its long-standing partnership with Shiprocket has delivered significant improvements in customer communication across India. The collaboration, which has spanned seven years, supports Shiprocket’s e-commerce enablement platform covering 19,100 PIN codes.
Using Exotel’s SMS and IVR solutions, Shiprocket’s call response rates have improved by up to 35%, while SMS delivery efficiency has risen to 95% from 90%, as stated in an official release by the 2011-founded AI-powered, omnichannel cloud communication platform for businesses. Two years ago, Shiprocket also integrated WhatsApp-based communication via Exotel’s platform, which helped achieve a 60% customer response rate.
The companies said that optimising multichannel communication has enabled faster resolution times, reduced order-related queries, and improved delivery confirmations. These enhancements are contributing to greater customer satisfaction and stronger trust for sellers on Shiprocket’s platform.
“The MSMEs of Bharat are the backbone of our economy, and Shiprocket’s services are the crucial bridge of trust between millions of merchants and their customers. In this longstanding partnership with Shiprocket, our solutions have addressed the rapid evolution of customer communications, from basic SMS updates to seamless, two-way conversations over voice and WhatsApp. It’s been incredibly fulfilling to help address customer expectations, and enable Shiprocket to provide seamless, automated updates and responsive customer service across channels,” said Gaurav Agrawal, Chief Business Officer, Exotel.
“Our collaboration with Exotel has been instrumental in optimising our customer communication strategy. The improvements in SMS delivery rates, call response times, and the addition of WhatsApp for real-time updates have significantly enhanced our customer engagement and our ability to provide a seamless and reliable delivery experience. These advancements not only improve customer satisfaction but also solidify our commitment to being a trusted partner for MSMEs across Bharat,” said Praful Poddar, Chief Product Officer, Shiprocket.
