Redbus, Indonesia’s #1 bus ticketing platform, is one of Indonesia’s biggest internet success stories. They’re currently a part of the Ibibo group. They operate in over 80,000 routes in Indonesia and offer services from 1500+ bus operators.In a business of this scale, efficiency is the key. And being efficient also means not compromising on the customer experience.
Customer delight is one of the most important factors for Redbus. This means, having a seamless experience right from the experience on the website to booking tickets to cancellation. And Exotel helps Redbus at every step of the way. Redbus is also one of Exotel’s oldest customers and we are happy to be growing with them.
When customers used the Redbus website to book tickets, in case of issues, there was no easy way for the customers to communicate with Redbus. The effort of finding a number of call to resolve the issues was too much for some customers and this resulted in an increased rate of abandonment.
To make it simpler for customers to contact Redbus when they faced issued without having to leave the page, they introduced a click-to-call button right on the web page.
And this did the trick.
Why click-to-call via Exotel worked
– Customers could get help right from the website without any additional effort
– Since Redbus used Exotel’s API’s to initiate an incoming call to the customer, there was no cost involved for the customer
– Since a dedicated team took care of the web requests via a dedicated Exotel number, the call waiting time reduced considerably. And this improved the customer experience as well.
Ticket cancellation is a very people-intensive process. Support agents were required to talk to every customer who wanted to cancel a ticket. Initially, Redbus used to get about 400 calls with cancellation requests. But as they grew, this number grew to almost 2500 cancellation calls every day. And this was proving to be time-consuming and expensive.
-When a customer wanted to cancel their ticket, they were transferred to the Exotel IVR flow.
-When the customer enters their TIN number or the last 4 digits of their failed transaction PO number, the IVR flow picks up the ticket status from their database and informs the customer.
-In case the customer wants to speak to an agent, they were transferred to one.
Response time makes a massive difference in the case of JustDial enquiries.