Shaadi.com, the world's leading matchmaking platform, partnered with Exotel to implement an Enterprise Contact Center solution. This collaboration addressed challenges in managing high-volume inquiries, streamlining processes, and overcoming connectivity issues. The result was improved operational efficiency, enhanced customer service, and increased customer coverage.
Shaadi.com, the world's No.1 matchmaking platform, has been a pioneer in online matchmaking for over 20 years. Founded with a vision to help people find life partners and share joy, Shaadi.com has touched the lives of over 50 million people globally and helped more than 7 million find their match. Recognized as one of the world's 50 Most Innovative Companies and the Most Trusted Matchmaking Site, Shaadi.com continues to lead with a commitment to innovation and a user-centric approach.
Recognizing the need for a comprehensive overhaul of its communication infrastructure, Shaadi.com partnered with Exotel to implement an Enterprise Contact Center solution. This collaboration aimed to address the core challenges while enhancing overall operational efficiency and customer coverage.
Multilevel IVR and Backup Agents
The implementation of a sophisticated IVR system with multiple levels allowed for efficient query categorization and routing. Backup agents ensured continuous support during peak times or system overloads. This dual approach minimized wait times and provided users with relevant assistance promptly, enhancing overall satisfaction.
Centralized Communication
Exotel's solution centralized and standardized communication across Shaadi.com's departments and regions, ensuring a consistent and cohesive experience for users and improving operational efficiency.
20% improvement in user satisfaction scores through faster response times across sales, services, and support
15% boost in agent productivity achieved through streamlined communication processes across departments
Agility for customization enabled faster adoption to restart the processes with Exotel’s solution
Improved visibility for management and improved connectivity for agents allowed operations to be scaled exponentially
Communication across departments was streamlined, leading to increased operational efficiency.
Enhanced customer service with faster response times across sales, services, and support, leading to improved satisfaction.
At Shaadi.com, our mission is to revolutionize the matchmaking process by providing a seamless, efficient, and user-centric experience. Partnering with Exotel has helped us enhance our efficiency, connectivity and productivity. Exotel’s Enterprise Contact Center and Cloud Telephony platform have enabled us to manage high volumes of user inquiries effectively, ensuring quick response times. With faster response times and 20% improved customer coverage, we have successfully streamlined communication across departments and regions. Furthermore, the product’s ability to handle customization has significantly reduced manual efforts and boosted agent productivity by 15%. Exotel's solutions have been a key asset in supporting Shaadi.com's goal of delivering an exceptional matchmaking experience and was a one-stop solution to all our business needs!
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