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Intelligent CX for Modern Retail

From browsing to buying: Real-time conversations that convert

Exotel unifies order updates, delivery coordination, and support on one intelligent platform, helping teams respond faster & keep experiences on track.

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Trusted by leading retail and e-commerce brands

Critical retail journeys Exotel powers end-to-end

  • Order tracking, notifications & post-purchase CX
  • Customer support that actually resolves
  • Returns, refunds & cancellations automation
  • Lead capture, product discovery & conversions
  • Delivery, last-mile & store coordination

The issue: Delayed updates and missing notifications spike support calls and break trust.

Exotel enables:

  • Real-time WhatsApp/SMS updates for order status, dispatch, delivery
  • AI bots for “Where is my order?” queries
  • Automated alerts for delays, reschedules, failed deliveries
  • CCDP timeline showing order + communication history

Outcome:

Lower WISMO volume and clearer, calmer customer experiences.

The issue: Delayed updates and missing notifications spike support calls and break trust.

Exotel enables:

  • Real-time WhatsApp/SMS updates for order status, dispatch, delivery
  • AI bots for “Where is my order?” queries
  • Automated alerts for delays, reschedules, failed deliveries
  • CCDP timeline showing order + communication history

Outcome:

Lower WISMO volume and clearer, calmer customer experiences.

The issue: Retail support is high-volume, repetitive, and expensive when handled manually.

Exotel enables:

  • Cloud contact center with smart routing, sticky agents, priority queues
  • Unified support across voice, WhatsApp, SMS, email, web chat
  • 24/7 AI bots for returns, refunds, cancellations, FAQs, store info
  • Agent Assist: live transcripts, summaries, previous orders
  • CQA for quality, sentiment, and compliance analysis

Outcome:

Faster resolutions, less agent load, better CSAT.

The issue: These journeys are messy, manual, and often inconsistent — a major CX problem

Exotel enables:

  • Bot-led return initiation, slot booking, pickup coordination
  • Automated refund status updates
  • Cancellation flows with save-the-sale nudges
  • Real-time updates linked to order management systems

Outcome:

Clear, guided, low-friction resolution for customers.

The issue: Customers browse, ask questions, but inconsistent followups, silos hurt conversions.

Exotel enables:

  • Click-to-call, WhatsApp inquiries, web chat capture
  • Product discovery bots for sizing, availability, recommendations
  • Automated follow-up journeys for abandoned carts and incomplete checkouts
  • Agent connects with full browsing/context history (CCDP

Outcome:

Higher conversions and smoother buying journeys.

The issue: Field teams and stores juggle calls manually; customers never get timely updates.

Exotel enables:

  • Number-masked calling between customers, stores, and delivery partners
  • Delivery confirmation calls or WhatsApp pings
  • Automated reschedule flows
  • Real-time stock availability queries routed to nearby stores

Outcome:

Safer interactions and more reliable last-mile experiences.

One platform for every customer journey

For e-commerce
  • Product inquiry bots (size, availability, recommendations)
  • Abandoned cart recovery via WhatsApp/SMS
  • Inbound support with AI + agent assist
  • Number masking for delivery partners
  • COD confirmation & fraud checks
For e-commerce
  • Product inquiry bots (size, availability, recommendations)
  • Abandoned cart recovery via WhatsApp/SMS
  • Inbound support with AI + agent assist
  • Number masking for delivery partners
  • COD confirmation & fraud checks
For retail stores (offline + omnichannel)
  • Click-to-call from store pages
  • Appointment booking and store visit coordination
  • Store stock lookup via bot
  • BOPIS/BOPAC (buy online, pick up/collect at store) notifications
  • Feedback and service recovery workflows
For retail stores (offline + omnichannel)
  • Click-to-call from store pages
  • Appointment booking and store visit coordination
  • Store stock lookup via bot
  • BOPIS/BOPAC (buy online, pick up/collect at store) notifications
  • Feedback and service recovery workflows
For D2C brands
  • WhatsApp-led discovery, education, and purchase journeys
  • In-app chat & call support
  • Product usage/buy-again nudges
  • Customer reactivation and win-back campaigns
  • Abandoned cart and drop-off recovery workflows
For D2C brands
  • WhatsApp-led discovery, education, and purchase journeys
  • In-app chat & call support
  • Product usage/buy-again nudges
  • Customer reactivation and win-back campaigns
  • Abandoned cart and drop-off recovery workflows

Powering intelligent customer journeys at scale

99.99%

Built for scale with 99.99% uptime

25% reduction in cart abandonment

18% improvement in first-attempt delivery

AI-powered routing, quality, and agent assist

40%

40% higher order confirmation rates with automated flows

3x faster COD verification calls

True Omnichannel

Voice, SMS, WhatsApp, email, chat in one unified view.

Proven outcomes. Real impact.

How TISA Bank Hit 60% FCR, Cut Handle Time by 45%

Exotel has been a game-changer for our transformation into a full commercial bank. By unifying our channels and embedding quality checks at every step, we've turned service excellence into our competitive edge across PNG and beyond.

Luke Kaul

CEO

TISA Bank Limited

View Case Studies

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