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Exotel- The Cloud calling Platform your company need!
June 11, 2021

Exotel- The Cloud calling Platform your company need!

Tanish Pruthi | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Exotel

Exotel is basically used by our SDR (Sales Development Representative) and Customer Support Team in my company for making and receiving calls from our prospective buyers or customers looking for support. It basically provides us a common single cloud platform through which we can make calls at reasonable call rates. It also records every call made through the platform which in turn helps us in checking the quality and look after the training needs of our calling team. It also helps our customers and leads by easily and instantaneously connecting with our team to address their concerns.
  • 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.
  • 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.
Exotel was selected by us because of the following reasons:
-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.

Do you think Exotel delivers good value for the price?

Yes

Are you happy with Exotel's feature set?

Yes

Did Exotel live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Exotel go as expected?

Yes

Would you buy Exotel again?

Yes

Exotel is well suited for:
- 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.