Zerodha is one of the biggest financial services companies in India. Their primary offerings are retail broking, institutional broking, mutual funds, bonds, and more. During the pandemic, their customer base grew rapidly and Zerodha is now the biggest stockbroking platform in India with the most number of active retail clients.
Before using Exotel to power their customer calls, Zerodha had an on-prem system in place for their support team. When the pandemic struck, they needed a way to quickly move to a remote model. That’s when they found Exotel.
Here’s how they were able to meet all of these requirements using Exotel:
When Zerodha first set out to look for a cloud call centre, they were looking for the following:
1. Speed of implementation:
Zerodha needed to make a quick transition to a remote call centre. Time was of the essence and they couldn’t afford to not provide support to their customers or to put their employees at risk. Exotel helped them make the transition seamlessly.
2. Ease of use:
They needed a platform that allowed them to make changes on the go and was easy to use. Exotel was the perfect fit for them.
Since their customer base was growing rapidly, their support call volumes went through the roof. Zerodha needed to ensure that they were moving to a reliable and scalable cloud telephony platform. They were able to do this using Exotel.
Zerodha’s support team has been fully remote for the past year. With Exotel, they’ve been able to tend to each and every incoming query without worrying about call drops/scale. They’re also able to change the call flows in real-time to manage volumes better.
The financial services industry is heavily regulated in India. To make sure that Zerodha is compliant and that their customers are safe in every way possible, they wanted to enable a call tracking and recording solution for each customer call. They were able to do this using Exotel.
Zerodha’s sales team uses an in-house CRM app integrated with Exotel to make sales calls. Before using Exotel, their agents had to dial out numbers manually, which was inefficient and prone to errors. They were able to solve this problem by integrating their CRM app with our click-to-call API.