Customer Story
Scalable cloud contact center boosts Shaadi.com's customer coverage by 20% with Exotel
After Exotel
Before Exotel
What Shaadi.com says about Exotel
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!
Nilesh Borgharkar
Sr VP Customer Support and Service
Shaadi.com
About Shaadi.com
Shaadi.com, the world's leading matrimonial platform, has been a pioneer in online matchmaking for over 25 years. Founded with a vision to help people find life partners and share joy, Shaadi.com has transformed the way people search for soulmates. Recognized as one of the world's 50 Most Innovative Companies and as the Most Trusted Matchmaking Site, Shaadi.com continues to lead with a commitment to innovation and a user-centric approach.
Navigating Growth Challenges in Online Matchmaking
Shaadi.com, a leading matrimonial platform, encountered several significant challenges as it expanded its operations across diverse geographical regions. These challenges threatened to hinder the company's growth trajectory and customer experience, making it crucial to find scalable and cost-effective solutions for customer communication and user satisfaction.
Challenges
Managing High Volumes of User Inquiries
Surge in inquiries across sales, services, and support channels from diverse cultural backgrounds. Delayed responses risked user dissatisfaction and potential loss of premium subscribers.
Streamlining Processes
Disparate systems across regions led to inconsistent user experiences. Lack of unified solution hindered efficient call management and data sharing between teams.
The Solution
Multilevel IVR and Backup Agents
Sophisticated IVR system with multiple levels for efficient query categorization and routing. Backup agents ensured continuous support during peak times, minimizing wait times.
Centralized Communication
Centralized and standardized communication across departments and regions, ensuring consistent user experience and improved operational efficiency.
Key results
User Satisfaction
20% improvement in user satisfaction scores through faster response times across sales, services, and support
Agent Productivity
15% boost in agent productivity achieved through streamlined communication processes across departments
Customization
Agility for customization enabled faster adoption to restart the processes with Exotel's solution
Intangible Victories Transform Shaadi.com Operations
Enhanced Efficiency and Connectivity
Improved visibility for management and improved connectivity for agents allowed operations to be scaled exponentially
Streamlined Communication
Communication across departments was streamlined, leading to increased operational efficiency.
Faster Response Times
Enhanced customer service with faster response times across sales, services, and support, leading to improved satisfaction.
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