Finance, as an industry, has seen an interesting evolution in India. And so has the communication strategy. From verbal contracts to SMS alerts, we’ve come a long way. The communication plan of a financial institution must be built to suit the context of customer expectations…

With technology growing at a rapid pace, customers expect to have an instantaneous communication experience when they research on buying a product. The five major ways a customer can make a connection with a brand could be over call/SMS, E-mail, app, in-person at the store…

(This post was last updated on January 2022.)   Despite the growth of alternative customer engagement channels like email, live chat etc., research shows that most customers worldwide prefer to call the contact centre for their needs, be it before or after purchasing your products....

Always be shipping. This doesn’t always mean a new product release. Updating the existing platform to make it more efficient is our philosophy. More flexibility added to the Connect applet We are now providing you with an option to set ‘Fallback URL’ in the Connect…

We buckled down to enhance your call flow experience and the first step towards that is improving the Gather applet. With this update, you can set dynamic Gather parameters instead of having a fixed parameter for all the calls routing through the flow. This is…

Dogfooding is an interesting exercise. Larry Alton says, “Uber does it, Twitter does it, and a number of other companies do it. It’s called ‘drinking your own champagne’.” Dogfooding at Exotel is how we built the product. For those of you who haven’t heard the…

(This post was last updated on January 2022.)   It’s easy to forget the little things you scheduled through the week in your planner, unless you set reminders for them. From healthcare to banking to recruitment -- message reminders can be easily leveraged as a...

The number of mobile phone users worldwide is expected to cross the five billion mark by 2019. But the number of users who actually pick up their phone to make a call or receive a call is reluctantly small. This article talks about how more…

The text message is 26 years old today. According to a report, the worldwide SMS traffic is growing at 8.3 trillion annually! SMS is a direct and instant channel, with 90% of incoming messages being read in three minutes. SMS campaign (also called SMS marketing) is...

So, just like that it is end of another year. As each year passes by, we look back and reflect on our work. It is a tradition that we’ve been following for years. What have we done this year? Here are some stats: Calls powered:…