Case Study: redBus boosts customer experience, increases conversions and saves Rs.3M annually with Exotel

Click-to-call support for the customers on the web

RedBus, India’s leading bus ticketing platform, faced rising customer support and cancellation volumes across 80,000 routes and 1,500+ operators, which increased abandonment and operational cost. To improve user experience and efficiency they partnered with Exotel, using Exotel’s click-to-call APIs and IVR solution to simplify on-site support and automate cancellations.

Exotel implemented a web click-to-call that generates ~700 customer calls per day, an IVR-driven cancellation flow that handles thousands of requests and an automated call initiation for JustDial enquiries. As a result, RedBus saw a 2% lift in overall conversions, avoided hiring 15–16 full-time agents for cancellations, and saved about Rs. 3 million annually — outcomes achieved through Exotel’s APIs, dedicated numbers and IVR automation.

RedBus

Kumar Vinod

Sr. Manager, Operations