Indian logistics firm Ecom Express has announced a strategic partnership with Truecaller for Business to elevate its customer communication and enhance trust in logistics interactions.
Through this collaboration, the Indian logistics company has adopted Truecaller’s customer experience solution, ensuring seamless, secure, and reliable communication with customers across India.
Ecom Express, which claims to serve more than thousands of online sellers, D2C brands, and e-commerce marketplaces, will leverage Truecaller’s trusted communication solutions to minimize call rejection rates and provide greater transparency to its customers.
The company will leverage Truecaller Verified Business Caller ID as part of the Customer Experience solution to ensure that its customers can instantly recognize verified calls through brand elements such as the company name, logo, a verified green badge, and a category name.
The company believes this type of verification reduces instances of missed or ignored calls due to a lack of trust, thereby improving response rates and operational efficiency.
Ecom Express has implemented Truecaller’s CX capabilities, such as Call Reason, which allows customers to view the context of an incoming call in advance. This feature adds another layer of transparency to logistics communications, ensuring that customers are well-informed about their deliveries, pickups, or return requests.
The partnership also leverages Business Profile capability as part of the Customer Experience solution, allowing Ecom Express to share authentic business information with Truecaller users. This includes showcasing their brand elements, social links, business details, and selected brand imagery, all of which contribute to bolstering customer trust and brand engagement.
Commenting on the partnership, Amit Choudhary, Chief Product and Technology Officer, Ecom Express, said, “As long-standing partners with Truecaller, our focus remains on continuously enhancing the customer experience. This collaboration allows us to foster greater trust and transparency in our communications, ensuring that our customers receive timely, reliable, and seamless service. We are committed to delivering a high level of satisfaction by making every interaction with Ecom Express more efficient and customer-centric.”
Speaking about the collaboration, Priyam Bose, Global Head, GTM & Developer Products, Truecaller, said: “Truecaller is committed to making business communication safer, more efficient, and more trusted. We are delighted to collaborate with Ecom Express, a leader in logistics solutions, to enhance their customer interactions with our Customer Experience solutions. Together, we aim to set a new benchmark in secure and transparent communication within the logistics industry.”
