Industry – E-commerce

E-commerce & Cloud telephony

E-commerce, with its high requirement to keep customers engaged, is one of the verticals that is best served by cloud telephony. With dwindling customer loyalty and increased customer acquisition costs, every brand needs to think of what sets them apart from the growing tribe of e-commerce companies. Most often, the answer is “personalised customer engagement.”

Here are a few ways in which cloud telephony can help e-commerce companies:

A personalized customer experience – when you integrate your cloud telephony system to your CRM, your entire customer experience can be personalised. And here’s how:
Order status updates – when a customer orders on your website, you can keep them informed at every stage about the status of your orders using SMS.
Automated feedback system – you can use automated calls or automated bulk SMS to understand how your customers feel about the entire shopping experience. This feedback becomes your basis for process improvement.
Helpful IVR – when a customer calls your support number, your IVR can be devised to help the customer instead of taking them in circles.
Relevant promotions – based on a customer’s actions on the website (abandoned cart, incomplete purchases, shopping trends), you will be able to send promotional SMS to your customers as well. This kind of personalized marketing promotions results in a better response rate.
Increased faith in the brand – all of the above leads to a better trust in the brand as well.
Improved operational efficiency – a fair number of operational problems in an e-commerce company can be overcome through the smart use of technology.
Automated Cash on Delivery (COD) verification – Companies like Zivame have seen a reduction in their losses up to 80% by using our automated COD verification solution.
Safeguard customer privacy – Enable number masking and ensure that the phone number of the customer is protected from service partners or third party service providers. This plays a huge role in boosting the brand image.
Reduced cost – since there is no CAPEX involved, cloud telephony brings down the cost. With a pay-as-you-go model, your investment is only OPEX.
On-demand scaling – as your business grows, the system automatically scales with no involvement from your end.
Zero maintenance- There are no wires or equipment, thereby liberating from any possible infrastructure maintenance cost involved. Any other issues can be resolved in a jiffy, thus ensuring there are no roadblocks to a smooth experience.
Better agent experience – when you integrate your CRM and your cloud telephony systems, your agents have a single interface they can get all your customer information from. This leads to higher efficiency and a better agent experience as well!
In-depth reporting – You receive daily comprehensive reports about the status of your calls and SMS, including details about your agents’ performance.

Some customer success stories

How Fabelio uses Exotel to boost operational efficiency

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How Nearbuy(formerly Groupon) built a merchant interaction system and a virtual call center with Exotel

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How Zivame uses Exotel for Authentication of COD orders via sms and miss call

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How Print Venue uses Exotel for Optimizing its Human resource on call centre solutions

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How Urban ladder uses Exotel to improve customer experience

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