Customer Success Stories – Nearbuy

Nearbuy (Formerly Groupon India) has a Virtual Call Center with Exotel

About Nearbuy
Nearbuy (formerly known as Groupon India) is an online platform that connects customers & local merchants with each other. From fine dining to relaxing at rooftop spas, Nearbuy has offers on almost everything in and around your city. Today, Nearbuy is present in over 35 cities, has 18+ categories and over 50,000 merchants across 1,00,000+ unique locations.

Nearbuy uses Exotel for

  1. Customer & merchant engagement via SMSes
  2. Building a contact center
  3. Voicemail services
Due to the fact that Exotel is a cloud telephony solution we spent zero on developing an infrastructure and even with a large variety of solutions that Exotel has to offer, it was pretty easy to configure.


Exotel has helped our Travel Deals team a lot & Ankur Sarwagi who heads the vertical has loved the solution. The Travel deals team can now understand the customers, solve their pain points, and can keep a tab on this vertical.
Bharath Devanathan, COO, Nearbuy
Team(s) impacted: Operations, Support, Sales.
Nearbuy’s entire business revolves around their interactions with customers and dealers. Therefore, getting in touch with their clients and traders within a specific timeframe is the key to running their business operations efficiently. This led to Nearbuy getting in touch with us for smart solutions for their business.
Customer & merchant engagement via SMSes


Nearbuy needed two things:

  1. Get an acknowledgement from customers for the service picked
  2. Inform the merchants about reaching out to customers

Since Nearbuy gets multiple deals in a day, to manually send out texts would take a massive amount of time. Therefore, they needed a solution that would help avoid manual labour.


To combat this issue, Nearbuy decided to use Exotel to send automated SMSes to their clients & merchants.

How this works

As mentioned earlier, manually sending texts is a time consuming and a rather mundane job. This automation made the job of the Nearbuy employees ten times faster and easier. This also helped ensure that no service booking went untracked.

Building a contact centre


Nearbuy has clients and merchants from all over the country. They, therefore, get calls from all over the country. When Nearbuy (then Groupon India) started operations, they needed:

  • A single point touch for their customers and merchants to dial in.
  • A solution that would require little or no infrastructure
  • A solution that would enable their team to take calls remotely on days that their employees couldn’t get to work.


How Exotel stepped in

Setting up a virtual call center using Exotel’s cloud contact center software was a simple solution to this problem. The best part about using Exotel was:

  • Team members could now call merchants and customers from anywhere
  • Calls received, missed and answered could now be tracked
  • Additionally, the call recording feature allowed the employees to understand the customers and their needs.
If you feel you also want to have a flexible team split across cities, areas and not being only dependent upon whether the office is open or not, try Exotel, we can help your virtual office have a virtual call center.
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