Bengaluru: Shiprocket, a leading e-commerce enablement platform, has announced significant improvements in its customer communication strategy through its longstanding partnership with Exotel, a leading provider of AI-powered customer engagement and experience solutions.
The collaboration, which has spanned seven years, has helped Shiprocket deliver faster, more reliable, and seamless updates to customers across its extensive merchant network covering 19,100 PIN codes.
Exotel has been central to Shiprocket’s communication journey with its SMS and IVR solutions. By leveraging these tools, Shiprocket has improved call response rates by up to 35%, while SMS delivery rates have increased from 90% to 95%. These enhancements have ensured that customers receive timely and contextual updates, improving both trust and overall delivery experiences.
Recognising the growing importance of conversational commerce, Shiprocket also introduced WhatsApp-based communication two years ago using Exotel’s platform. This shift has enabled 60% customer response rates, creating easier seller-customer connections, reducing resolution times, and improving satisfaction.
The integration of multichannel communication has been key to strengthening Shiprocket’s positioning as the preferred partner for MSMEs and growing e-commerce businesses. The improvements achieved through Exotel’s solutions have reduced order-related queries, accelerated delivery confirmations, and enhanced customer trust—factors that are crucial for small and medium enterprises seeking dependable and scalable logistics solutions.
Shiprocket stated that Exotel’s partnership has been instrumental in transforming its communication approach, enabling a shift from basic SMS updates to two-way, real-time conversations across voice and WhatsApp. These advancements have aligned closely with customer expectations for seamless, automated, and responsive communication.
