Exotel–Shiprocket 7-Year Partnership Boosts Communication Efficiency: 60% WhatsApp Response, 35% Higher Call Pickups, and 95% SMS Delivery Across 19,100 PIN Codes
Exotel, the leading provider of AI-powered customer engagement and experience solutions, today announced key milestones in its longstanding partnership with Shiprocket, India’s leading eCommerce enablement platform. Over the past seven years, Exotel has played a pivotal role in powering Shiprocket’s customer communication strategy, helping deliver faster, more reliable updates and enhancing customer experiences for merchants and buyers across 19,100+ PIN codes.
Leveraging Exotel’s SMS and IVR solutions, Shiprocket has seen a 35% improvement in call response rates and a rise in SMS delivery rates from 90% to 95%. This has enabled Shiprocket to provide timely and contextual updates, increasing trust and improving delivery experiences across its network of merchants.
Recognizing the growing importance of conversational commerce, Shiprocket adopted WhatsApp-based communication via Exotel’s platform two years ago, achieving a 60% customer response rate. This channel has simplified seller-customer interactions, reduced resolution times, and driven higher satisfaction.
The integration of multichannel communication has positioned Shiprocket as a trusted logistics and e-commerce partner for MSMEs, enabling reduced order-related queries, faster delivery confirmations, and enhanced customer trust.
“The MSMEs of Bharat are the backbone of our economy, and Shiprocket’s services are a crucial bridge of trust between merchants and their customers. Through this partnership, we’ve evolved Shiprocket’s communication from simple SMS updates to seamless, two-way conversations over voice and WhatsApp. It’s been incredibly fulfilling to help meet customer expectations and power scalable, automated communication across channels,” said Gaurav Agrawal, Chief Business Officer, Exotel.
“Our collaboration with Exotel has been instrumental in optimising our customer communication strategy. The improvements in SMS delivery rates, call response times, and the addition of WhatsApp for real-time updates have significantly enhanced engagement and delivery experiences. These advancements reflect our commitment to supporting MSMEs with reliable service and communication,” added Praful Poddar, Chief Product Officer, Shiprocket.
This collaboration highlights how Exotel’s AI-driven engagement platform is transforming communication for fast-scaling businesses, delivering measurable improvements in customer satisfaction and operational efficiency.
In today's dynamic business landscape, customer expectations are constantly evolving. Businesses face the challenge of balancing the need for increased revenue, optimised costs, and exceptional customer experience (CX). Exotel steps forward as your transformative partner, offering a comprehensive AI-powered communication solution designed to address all three!
We leverage the cutting edge of AI to create co-pilots. These intelligent assistants seamlessly integrate across all communication channels (omnichannel), enabling hyper-personalized interactions with every customer. Imagine empowered agents receiving real-time guidance, leading to faster conversions and improved lead nurturing.
Exotel's impact extends far beyond the agent experience. AI co-pilots automate repetitive tasks, freeing up valuable resources and reducing operating costs. Additionally, AI-powered self-serve options empower customers to find answers independently, boosting overall CX. Exotel goes beyond just technology. We partner with you to craft customised solutions that unlock the true potential of AI-driven communication.
Let Exotel be your guide through the ever-changing business landscape and a partner for all things from customer engagement to customer experience. We'll help you achieve your unique goals while empowering every conversation like a friend.
For more info, visit: https://exotel.com
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