Case Study: Haptik achieves 40% customer retention with Exotel

Haptik Sees 40% Customer Retention with Exotel

Haptik, a conversational AI platform used by brands like Goibibo, Uber and Amazon, needed a reliable way to trigger millions of time‑bound reminders across calls, SMS and in‑app notifications. To handle the scale — over 3.2 million calls per month as of December 2017 — Haptik turned to Exotel to automate phone calls and SMS reminders so alerts reach users at the right time without manual intervention.

Exotel was implemented to programmatically trigger reminder calls with an SMS fallback on failures, and to support special campaigns (e.g., Mother’s Day, IPL reminders). The integration enabled Haptik to deliver 60% of reminders via Exotel‑powered calls/SMS (the rest in‑app), and contributed to 40% of Haptik’s customer retention; Haptik also cites Exotel’s responsive support as a key enabler.

Haptik

Apurv Jain

Product Manager