Use-Case

Customer Connect

Divert all customer communication for your business via Exotel.

 

 

 

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What is Customer Connect and how does it help?

A lot of the customer communication today, tends to happen informally – via personal mobile phone, landlines, etc. This is a great loss to every business since a lot of trackable business conversation goes untraced. Diverting all business calls via Exotel helps end this. Every single business call is tracked, recorded and can be analysed.

How It Works

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1

On field agent/driver/executive assigned to a customer

Agent clicks call button on your app or site to connect with customer

2

Exotel reaches your system

Exotel pings your server with the agent’s details with order number and your server returns the corresponding customer’s number

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3

Exotel dials agent’s and customer’s number

Exotel connects the assigned executive to respective customer

4

Customer number masked

Customer numbers are masked from agents as virtual number acts as a bridge between the parties

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Advantages of using Exotel’s Customer Connect

Complete Privacy

Your customer’s phone number is not revealed. After all, the onus of protecting the customer’s privacy falls on the business.

Closed Conversations

Customer connect is the best way to keep all your customer conversations on trackable devices.

Reduced Cost

Your employees do not have to spend out of their pocket to call customers. Connecting via Exotel is more cost efficient.

Track & Analyze

Track, record and analyse all your customer conversations to gain insights in real-time.

Which Businesses Can Benefit From Using Customer Connect?

Any business that communicates with their customers over the phone will find customer connect a useful solution.
Want to know why your business should worry about safeguarding customer privacy?
Read here!

Customers Who Use the Connect Use-case

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Safeguarding Customer Privacy

Ola uses Exotel to mask customer numbers and hence help maintain their privacy.

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The number masking feature brings enhanced privacy for users, reducing the risk of any untoward experience for them. While driver-partners can save on their calling costs, we will be able to closely monitor drivers behavior and conversations, resulting in a superior experience for users.

Read Story

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Enhancing Communication Between Employers & Jobseekers

Bababjob uses Exotel to mask both the employer’s and the jobseeker’s number and then connect them.

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At the end of our screening process, when we find the right person for a job based on their skill set, we connect them with the employers for a conversation. We do not reveal a potential employer’s number to the job seekers. We use Exotel’s number masking feature to connect them both without revealing each other’s number. This has helped us protect the privacy of everyone involved in these conversations.

Read Story

The Exotel Advantage

Superior Quality

Best success rates, voice quality and reduced latency

Scale at Ease

Grow at will, expand without worrying about infrastructure

Superior Reliability

Best in class uptimes of 99.95% including operator uptimes

Best Support

18×7 customer support via phone, email and Twitter

Simple to implement

Sign up and get started in less than 30 minutes, integrate easily using our REST APIs

Extensive Reporting

Easy to understand, detailed reports sent every day

Try Exotel free for 15 days

Get ₹ 1000 worth free call & SMS credits

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Whitepaper: The Essentials of Number Masking

Mobile numbers have become a person’s identity. The onus is on businesses to ensure that the privacy of their customers is protected. This whitepaper gives you details why this is necessary.



Find out how Exotel can work for you. Set up a call.

We take away some of the biggest pain points of traditional systems like EPABX.

 

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