Case Study: Just Books achieves 24/7 nationwide customer support and faster issue resolution with Exotel Toll-Free and virtual numbers

Just Books Uses Exotel Toll Free Number and Internal Support Phone Numbers

JustBooks, a pan-India community library chain, needed better phone-based support across multiple outlets: a single number for store managers to report technical issues to a centralized team, a low-cost way for customers nationwide to call, and visibility into call volumes, types, and missed vs. handled calls. They engaged Exotel for virtual/internal phone numbers, a Toll-Free customer line, voicemail and call recording.

Exotel provided a single virtual internal number with call recording, a Toll-Free number routing customer calls to support, and voicemail capture for after‑hours. These features gave JustBooks actionable visibility into call patterns and volumes, enabled pattern recognition of issues, and revealed significant after-hours demand—leading JustBooks to set up two teams for evenings and weekends and to track handled vs. missed calls. Exotel’s solution therefore materially improved JustBooks’ support structure and scalability.

JustBooks

Subhash Bhushan

Co-Founder