Case Study: Urban Ladder achieves improved customer experience and uninterrupted support with Exotel

Urban Ladder uses Exotel to improve the customer experience

Urban Ladder, India’s leading furniture and home‑decor e‑commerce company, needed a reliable, scalable way to manage customer support across multiple agents and locations without losing the high service standards that define its brand. To streamline call handling, enable remote working, and ensure missed calls were tracked and returned, Urban Ladder chose Exotel’s cloud telephony solution.

Exotel implemented a cloud‑based system that links multiple mobile numbers to a single customer‑facing number, intelligently distributes calls to agents, enables remote access from anywhere with internet, and provides missed‑call tracking and callback alerts. As a result, Exotel ensured calls were never left unattended, gave agents flexibility to work from home or while traveling, and improved productivity and callback rates by making caller data and alerts immediately available.

Urban Ladder

Nandini Vishwanath

Director of Customer Care