How Epigamia set up a remote support centre for their D2C platform in 20 minutes

Epigamia relied heavily on physical retail stores, restaurants, kiosks, etc to distribute their products. But after the pandemic, most of these channels were disrupted, resulting in a decrease in revenue. However, they kept getting queries from customers on social media who wanted to buy their products but could not do so because of product unavailability. To cater to these customers and reach out to more people during the pandemic, Epigamia decided to launch its direct-to-consumer platform online.

When they first launched the D2C platform, they didn’t have a customer support department in place. It was just one person taking care of all customer queries, but soon, it became unmanageable. The number of calls started increasing and they realised that they need a proper customer support team to keep up with the queries. When they onboarded a customer support team, they also started looking for a call centre solution. That’s when they found Exotel.

Epigamia set up a call flow and onboarded their support team using Exotel. The whole process took 20 minutes – all they had to do was get their support agents a mobile phone and they could start taking calls right away. With Exotel, Epigamia was able to:

• Instantly set up a remote support call centre 
• Manage high volume calls reliably
• Ensure that they never miss a call

Epigamia is rapidly growing and they’re enabling their D2C platform in more & more cities. With Exotel, they don’t have to worry about the increase in call volumes or calls from different cities, all of which are taken care of by Exotel. Currently, Epigamia handles calls from the following cities using Exotel:

• Bangalore
• Delhi
• Mumbai
• Chennai
• Hyderabad
• Kolkata
• Chandigarh
• Lucknow
• Pune
• Ahmedabad
• Kochi
• Indore

Since Epigamia is growing rapidly, they modify and improve their processes and call flows frequently. With Exotel’s user-friendly and easy-to-use dashboard, they’re able to make the following changes on the go, without the help of a technician:

• Modify the IVR flow as required
• Change the greeting message to specify working hours and working days

Since their customer support department is relatively new, Epigamia uses Exotel’s call recording feature to onboard, train and track agents’ performance. Each call made is automatically recorded via Exotel. This recording can easily be accessed from the dashboard and Epigamia uses this to make sure the agents’ responses are professional and helpful.