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.
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
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)
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
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.
JSW MG Motor India Supercharges Service
View Case StudiesAt JSW MG Motor India, our commitment to delivering exceptional customer experiences drives every decision we make. When we identified the need to streamline our customer communications, we sought a partner who shared our vision for service excellence. Through our collaboration with Exotel, we've transformed our customer service operations. The centralized system has empowered our 400+ agents to deliver consistent, high-quality service across all touchpoints. We're proud to see a 22% increase in customer satisfaction. The unique virtual numbers for each dealership have reinforced our brand identity while eliminating customer confusion. This transformation has strengthened JSW MG Motor's position as a customer-centric automotive brand, enabling us to focus on what we do best - delivering exceptional experiences to our customers.
Kapil Bajaj
Head - Digital Transformation and Analytics
JSW MG Motor India Pvt Ltd
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