Exotel, an AI-powered customer engagement and experience solutions provider, announced that its seven-year partnership with e-commerce enablement platform Shiprocket has significantly enhanced customer communication across India.
Serving over 19,100 PIN codes, Shiprocket has leveraged Exotel’s SMS and IVR solutions to improve call response rates by up to 35%, while SMS delivery efficiency has risen from 90% to 95%. Additionally, the integration of WhatsApp-based communication two years ago has delivered a 60% customer response rate, enabling faster issue resolution, smoother delivery confirmations, and reduced order-related queries.
Gaurav Agrawal, Chief Business Officer at Exotel, said, “Our solutions have helped address the rapid evolution of customer communications, from basic SMS updates to seamless, two-way conversations over voice and WhatsApp. It’s been incredibly fulfilling to support Shiprocket in providing automated, responsive updates across channels.”
Praful Poddar, Chief Product Officer at Shiprocket, added, “The improvements in SMS delivery, call response times, and the addition of WhatsApp for real-time updates have significantly enhanced customer engagement and the overall delivery experience. These advancements strengthen trust and reinforce our commitment to MSMEs across Bharat.”
The partnership continues to drive higher customer satisfaction and build stronger trust for sellers on Shiprocket’s platform.