Question: I run an E-commerce company, What all can Exotel make easy for me?



As E-commerce is a virtual platform, building trust in customers is a major area of concern. Communication plays a key role in building this virtual trust and especially cloud communication is a game-changer for this.


Let's have a look at a few use-cases of cloud communication in E-commerce:


  • Timely response to queries and complaints.
  • Automated feedback system to understand customer expectations.
  • Personalised customer experience with customised IVR.
  • Easy scalability of the communication system.
  • Bulk call/SMS campaign service to broadcast promotional offers.
  • Number masking for data privacy.


We will see a brief overview of these use cases below.


Timely response to queries and complaints


Quality of service has become a major indicator of success for any online enterprise today. With call routing and transfer features that are available in the Exotel platform, it ensures that no call or customer is left unattended. If any particular executive is not available to pick the call it simply routes to the next available agent which defeats the major drawback of the call getting missed in the old telephony solutions.


Automated feedback system to understand customer expectations


With such fierce competition in the online marketplace, it's important that any business should have feedback systems available for the customers. Cloud communications platforms like Exotel have the feasibility to schedule bulk calls and gather ratings from the customers with simple IVR call flows.


Personalised customer experience with customised IVR


Exotel dashboard is built with such flexibility that any customised call flows can be done with the drag and drop feature. And it's also very important that we route the customers who try to contact us are guided to the right team for faster query resolution.


Easy scalability of the communication system


As business expansion can happen at any point in time it's important that we have the correct systems to manage the growth. With our cloud telephony solutions, you can add any number of customer-facing numbers and agents directly from the dashboard instantly.


Bulk call/SMS campaign service to broadcast promotional offers


For a better customer outreach, it's always important that our promotions are targeted in the right direction.

Cloud communication solutions can help you schedule bulk call and SMS campaigns for any specific set of client base. Also, we can access the response that we have received from the users.


Number masking for data privacy


Call masking or number masking is an advanced data protection measure established to ensure the privacy of the executive and caller's personal details. As an E-commerce company, there will always be a large delivery fleet that needs to get in touch with the end customers where the number masking solution can help in keeping the data secured.

     

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