Exotel

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.