Zivame scales Support & COD with Exotel
Zivame is India’s largest online lingerie only store. Retailing premium and super-premium brands, Zivame provides a complete lingerie shopping solution. They pride themselves with a collection of lingerie suited to the needs of every Indian woman complete with world class styling.
How does Zivame position itself in a socially taboo country like India in a vertical such as Lingerie?
We know that we are bringing about change in consumer behaviour and doing this via awareness creation around this segment. We have done small things like bring this vertical to any women in India who found it socially awkward to goto a store and buy. They are able to speak via Exotel on calls or via chat with our customer support team who are more consultants in terms of what brands are available, which size fits with what body and making our customers comfortable with the idea of buying not only for necessity but for fashion and indulgence.
What were some of the problems Exotel helped solve?
Some of the more basic ones actually like:
- Call Routing.
- Agent based Call Transfer.
- Tracking the discussions as it was essential especially with our niche vertical.
We needed a small call center requirement and that too quickly, something we understood in the leadership team ourselves and could grasp the working + functionality without spending too much time on it.
Exotel was a great plug n play system which took less than 2 days to setup and helped us manage all our call center needs immediately during scale.
Any learnings and special use of Exotel over the past year?
We have a lot of cash on delivery orders and we noticed that there were a lot of cancellations though they were marked "dispatched" by the team internally (which was a confirmation with basic checks).
In E-Commerce the cancellation of a COD order is very important, and to negate that, we used Exotel extensively to make 2-3 calls to the end customer, verifying what he/she is buying and hence lessen the chances of a cancellation. We now measure the team KPI not on COD removal but on COD Confirmation and that confirmation happens via Exotel.
Cash on Delivery confirmation is a major pain point in the Indian E-Commerce scenario and we are very proud to be helping some of these fast growing companies solve that problem using our Cloud Telephony solution with either of the following ways:
- Outbound Calls via Exotel dashboard
- Automated IVRS (IVR) call for confirmation
- Missed Call Confirmation via the customer
- Incoming SMS confirmation via the customer