slice is a one-stop payment app for all spending needs. The goal is to make money management simpler & faster for the user. They provide an easy & transparent app to help the members transact seamlessly using a card or UPI and manage all their spending in one place.
slice has 12 Mn+ registered members with an average age of 27, making them a market leader for the Gen-Z and millennials.
Initially using Exotel's service solely for KYC calls, slice needed an integrated CRM with a single dashboard to manage their growing needs effectively.
Handling customer support activities via email was cumbersome, and individual calls for KYC verification were time-consuming. A daily average of 3000 emails was tedious. There was an increased demand for callback and chat services from customers... As slice got a Virtual Number (VN) that served as the face of their customer support, fraudsters began to misuse the brand’s name by reaching out to customers from different numbers claiming to be slice agents.
Also, slice faced difficulties sorting the customers’ language and routing the call to the right agents. And as the company grew, it also wanted to solve FAQ queries via IVR call flow..Initially using Exotel's service solely for KYC calls, slice needed an integrated CRM with a single dashboard to manage their growing needs effectively.
To provide an effective solution to slice, Exotel deployed the following use cases:
slice decided to get a business-specific virtual number to publish across all their collaterals so that customers can reach out for query resolution. Over 250 agents were successfully onboarded on the platform for managing the 24/7 call flow, hitting four lakh monthly calls.
They also opted for call verification from Exotel, which not only solved fraud issues but also helped improve their overall pickup rate, building trust among customers. Additionally, Exotel's dashboards allowed for controlled access, contributing to internal security.
Exotel's IVR system streamlined customer call routing based on language preferences and automated responses to frequent queries, significantly increasing call efficiency and productivity.
Of the support team
Of customer data and analytics
call verification reducing fraud
Exotel helped maintain internal security regarding sharing dashboards and reports. Few reports are made accessible specifically to teams or members so that security is maintained. In addition, we also have 2-factor authentication, so security isn’t a concern when it comes to Exotel.
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