Case Study: Nearbuy achieves 10x faster customer & merchant engagement with Exotel

Nearbuy (formerly Groupon) has a Virtual Call Center with Exotel

Nearbuy (formerly Groupon India) is an online local deals marketplace operating in 35+ cities with 50,000+ merchants. They needed timely customer acknowledgements and merchant notifications for high daily deal volumes, but manually sending SMS and tracking bookings was too slow and error-prone. To solve this, Nearbuy engaged Exotel and adopted Exotel’s cloud telephony Virtual Call Center and automated Business SMS service.

Exotel automated Nearbuy’s customer and merchant communications, eliminating the need to build infrastructure and making message workflows easy to configure. The automation made staff work about ten times faster, ensured no service booking went untracked, and improved responsiveness across Operations, Support and Sales—particularly helping the Travel Deals team streamline customer engagement. Exotel’s solution delivered measurable time savings and more reliable booking follow-up.

Nearbuy

Bharath Devanathan

Chief Operating Officer