Customer Story
Exotel helps Shiprocket deliver happiness to 24,000+ pin codes across India
After Exotel
Before Exotel
What Shiprocket says about Exotel
Using Exotel's IVR and SMS services has significantly enhanced our customer engagement. The real-time responses we receive from buyers have skyrocketed, and the overall SMS delivery has greatly improved. This has driven our user engagement and ensured timely communication with our audience.
Vivek Thota
Product Director
Shiprocket
About Shiprocket
Shiprocket is India's largest eCommerce enablement platform covering 24,000+ serviceable pin codes within India, covering 19,000+ unique locations, and offering a comprehensive suite of services for independent merchants. From marketing automation and payment gateways to warehouse management and international expansion, Shiprocket addresses every eCommerce need, ensuring a seamless experience for MSMEs of Bharat.
The Challenge: Critical Communication Barriers
As Shiprocket scaled rapidly across India, they encountered critical communication barriers that were impacting delivery efficiency and customer satisfaction.
Challenges
Low SMS Delivery Rate
With only a 90% SMS delivery rate, critical order updates were failing to reach customers, causing confusion and delivery delays.
Slow Call Response Times
Delayed customer call responses were hindering the ability to provide real-time updates and quickly address delivery concerns.
Lack of Real-Time Updates
Customers were left in the dark about their order status, leading to frustration and increased support queries.
Inefficient Delivery Rescheduling
The absence of a streamlined rescheduling process made it difficult for customers to modify delivery times, resulting in failed deliveries.
Exotel's Solution
Exotel's robust technology enabled Shiprocket to provide seamless, automated updates and responsive customer service across all channels.
Enhanced SMS Infrastructure for Real-Time Order Status
Exotel's robust SMS service improved delivery rates from 90% to 95%, ensuring critical order updates reach customers reliably and instantly.
IVR Calls for Automated Customer Interactions
Automated IVR system enabled instant call responses and seamless customer interactions, eliminating delays in communication and support.
WhatsApp for Instant Messaging and Order Rescheduling
Integrated WhatsApp platform provided real-time updates and one-click delivery rescheduling, empowering customers with instant control over their orders.
Enhanced Customer Experience Metrics
95% SMS Delivery Rate Surged
Resulting in fewer delivery delays and quicker updates to customers.
35% Order Delivery Rate Improved
Ensuring more timely assistance and smoother interactions with customers.
60% WhatsApp Response Rate Achieved
Facilitating real-time, interactive customer connections like never before.
Ready to Transform Your Customer Communication?
Join Shiprocket and thousands of businesses who have transformed their last-mile communication and delivery success with Exotel's platform.
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