Exotel Omnichannel Solutions Power Shiprocket’s Customer Engagement India-wide

Exotel has announced that its strategic partnership with Shiprocket, India’s leading eCommerce enablement platform, has delivered several notable enhancements to Shiprocket’s customer communications. With these, Shiprocket provides faster and more reliable updates for customers, and enhanced interactions during the delivery process across its extensive network of independent merchants spanning 19100 PIN codes.

Exotel has been a partner to Shiprocket’s customer communication strategy with its SMS and IVR call solutions for seven years, enabling timely and contextual communication. Using Exotel’s solutions, Shiprocket’s call response rates have improved up to 35%. Its SMS delivery rates have also reached 95% from 90%.

Recognising the increasing preference for conversational commerce, Shiprocket also introduced WhatsApp-based communication two years ago using Exotel’s platform. This helped achieve a 60% customer response rate. Allowing sellers and customers to connect easily, reducing resolution times, and improving satisfaction.

Optimising multichannel communication has played a ...