Case Study: Shaadi.com achieves 20% higher customer coverage with Exotel

Shaadi.com boosts customer coverage by 20% with Exotel

Shaadi.com, a leading global matrimonial platform, faced challenges in managing high volumes of user inquiries and streamlining fragmented communication across its departments and regions. This led to slow response times and limited customer coverage, threatening user satisfaction. To address this, they partnered with vendor Exotel to implement its Enterprise Contact Center and Cloud Telephony platform.

Exotel provided a solution featuring a multilevel IVR system for efficient call routing and centralized communication. This resulted in a 20% increase in customer coverage and a 15% boost in agent productivity. The platform also enabled faster response times, which significantly improved user satisfaction scores.

Shaadi.com