Overview
What is Exotel?
Exotel is a call tracking solution with real-time notifications and analytics, multi-level IVR, and call recording capabilities.
Exotel- The Cloud calling Platform your company need!
Best Asia startup service to date
Pricing
Dabbler
$200
Believer
$500
Influencer
$1000
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $200 5 months Validity
Product Demos
Exotel-Freshdesk Integration developed by UMS Tech Labs
Product Details
- About
- Tech Details
What is Exotel?
Exotel Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
Comparisons
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Reviews and Ratings
(12)Community Insights
- Business Problems Solved
- Pros
- Cons
- Recommendations
Exotel, a cloud telephony system with CRM integration, has proven to be highly effective in various use cases according to user experiences. For customer service, Exotel offers call routing based on groups and shifts, enabling efficient management of inbound and outbound call flow. The software also provides good traceability of historic calls and boasts high-quality voice transmission. Additionally, Exotel's integration with CRM tools enhances efficiency and streamlines sales agent management.
Users have found Exotel to be a versatile solution for connecting with customers through multiple channels such as telephony, SMS, and WhatsApp. It enables outreach for advisory calls, customer support/claims, order verification calls, and more. The software's ease of integration with various CRMs facilitates seamless communication and faster delivery of SMS messages at lower costs. Furthermore, Exotel meets domestic OMNI channel requirements at an aggressive and cost-effective model.
Exotel offers valuable features for businesses across different sectors. It assists in setting up customer helplines, building dialer capabilities, arranging anonymized scheduled calls for increased brand transparency, and providing voice-based solutions to reach a wider audience in India. Fintech companies benefit from Exotel by using it to make important calls such as repaying EMIs and offering other financial products.
Moreover, Exotel supports lead generation efforts by optimizing inbound lead handling, allowing real-time tracking, and facilitating seamless follow-up. Its IVR facilities are particularly useful for sales and support teams, while call recordings aid in training and monitoring purposes. Users appreciate the software's ability to help manage inquiries within agent shifts and reduce per call cost significantly.
Despite the positive experiences with the product's features and functionalities, some users have reported challenges with after-sales services and customer support. However, many users have found the Exotel team supportive in resolving any issues that arise. Startup companies have expressed satisfaction with the reliability of Exotel's service and have no intentions of switching to other providers.
Overall, Exotel has proven to be a valuable tool for businesses in various industries, offering efficient communication channels, streamlined operations, and improved customer engagement.
Easy to use app: Users have consistently found the Exotel app easy to use, with a user-friendly dashboard. Several reviewers praised its intuitive interface and straightforward navigation.
Responsive customer support: The prompt and helpful customer support provided by Exotel has been highly praised by users. Many reviewers have expressed their satisfaction with the quick response times and effective assistance received from the support team.
Flexible pricing plans: Exotel offers flexible pricing plans that allow users to choose a plan that suits their specific needs. This feature has been appreciated by multiple customers who value the ability to tailor their subscription based on their requirements.
Missed Call Percentage and Dialing Issues: Many users have reported a high missed call percentage and difficulties with dialing out. They find it challenging to make calls due to the requirement of entering the correct digits without any dash or space, and some suggest adding a drop-down suggestion for the country code. Users have also experienced issues connecting calls to certain regions like Singapore and Thailand.
Absence of Chatbot and Voice Bot Services: Some users consider the absence of chatbot and voice bot services as a downside, especially considering the rapid evolution of these services in the industry. They believe that having these features would enhance their overall experience with Exotel.
High Pricing for SMS Module: Several reviewers mention that they find the pricing for the SMS module on the higher side, particularly for small-scale startups. They suggest that Exotel should consider making their pricing more suitable for small-scale startups, as well as compare it to other similar companies in order to offer competitive rates.
The Exotel software is commonly recommended for organizations in India that have heavy customer data and a need for cost-effective cloud telephony. Users suggest that any organization with a customer base heavily reliant on tele calling should consider using this application. They appreciate the fantastic support provided by the Exotel team and their responsiveness to emails. Overall, users highly recommend this software for organizations that rely on tele calling as their primary means of communication with customers.
Reviews
(1-2 of 2)- Affordable Solution: First and foremost the platform is very much affordable for a small start-up starting their business and want to connect with their leads and serve their clients economically.
- Easy to Use: Anyone can start using the platform from the Day 1. No extensive training required for it. Just integrate your phone number with the platform and solve customer problems at godspeed!
- IVR Set-up- Want to have different services on a single number for your Services. Set-up IVR and make your life easy.
- UI/UX can be Revamped. Their backend platform is very archaic look wise. They can make it more intuitive.
- Analytics: Analysis of the calls can be more detailed in nature. The downloadable excel only contains the number of calls made by each call agents. More data points can help in swift decision making.
- No Auto call facility: If the call agent is busy on another call then another lead calling with not be receiving any busy tone. This effects the user experience. Auto-call facility should be there.
- Small and mid-sized Internet based businesses where it is necessary for them to have a very strong customer support team working round the clock and in different shifts.
- Company making large number of calls and sending mass SMS's. They can do that on a single cloud based platform.
Exotel might not be a good fit if:
-it is not a call intensive business that you want to cater to. Though the setup cost is very low but it follows economies of scale i.e. more the number of calls, less will be per call cost.
- Easy to use and understand - customer service team periodically adds new members and training them on Exotel is very easy.
- Designing workflows for the IVR- As we use Exotel for both SDR and customer support team, so we need to have a proper backend workflows for IVR, which can be easily set-up on the Exotel platform
- Call recording feature is also very important for us for quality related decisions to be taken.
- Cost-effective.
- Lead attack time reduced.
- Turnaround time and addressing customer issues improved and directly effected our NPS (Net Promoter Score).
- Training and identifying areas of improvement of call agents became very easy.
-Low set-up and maintenance cost as compared to its peers.
-Prompt customer service: You want to upgrade your plan or facing any issues around the platform, Exotel team is just a call away.
-Call recording Quality was also better than the peers.
Best Asia startup service to date
- VOIP
- Execution
- Speed
- Communication
- Not for large companies
- Volume of texts
- VoIP
- Global
- Text
- This increased onboarding efficiency to save money on startup.
- This saved us money by getting both services from one company.
- Con was price was higher than we would have liked but efficiency made up for that.