Case Study: Zivame achieves COD verification and reduced cancellations with Exotel

How Zivame uses Exotel for COD verification via missed calls and SMS

Zivame, India’s leading online lingerie retailer founded by Richa Kar, faced significant losses and operational inefficiency from frequent Cash on Delivery (COD) order cancellations. Before engaging Exotel, Zivame staff had to call each COD customer 2–3 times to confirm orders, yet cancellations and bogus orders still occurred. To address this, Zivame implemented Exotel’s SMS and missed‑call marketing services for COD verification.

Using Exotel, Zivame sends an SMS with a number customers can give a missed call on at checkout; the missed call serves as order confirmation. The Exotel solution — described by Zivame as a quick, plug‑and‑play setup — eliminated repetitive follow-up calls, reduced cancellations and bogus orders, and helped prevent revenue loss by improving COD authentication. Exotel’s service measurably lessened the chances of COD cancellation for Zivame.

Zivame

Richa Kar

Co-Founder & CEO