Case Study: Myntra achieves 24x7 customer support and improved agent efficiency with Exotel

Myntra enables 24x7 customer support with Exotel, boosting productivity and first-call resolution

Myntra, a leading online fashion retailer in India, faced challenges managing escalating customer interaction volumes across multiple channels. Their legacy systems created technical integration barriers and inconsistencies, which hindered their ability to provide seamless multi-channel support and threatened customer satisfaction. They partnered with Exotel to implement a unified communications solution to address these issues.

Exotel deployed a centralized platform that integrated Myntra's business applications and provided an omnichannel communication network with an intelligent voice response (IVR) system. This solution resulted in a significant increase in business productivity and measurable improvements in first-call resolution rates. The implementation enhanced agent efficiency and successfully enabled 24x7 customer support, improving the handling of high call volumes and reducing technical errors.

Myntra