Redbus decreases response time to customers with Exotel

Customer delight is one of the most important factors for Redbus. This means, having a seamless experience right from the experience on the website to booking tickets to cancellation. And Exotel helps Redbus at every step of the way. Redbus is also one of Exotel’s oldest customers and we are happy to be growing with them.

Click-to-call support for the customers on the web

Problem
When customers used the Redbus website to book tickets, in case of issues, there was no easy way for the customers to communicate with Redbus. The effort of finding a number of call to resolve the issues was too much for some customers and this resulted in an increased rate of abandonment.

Solution
To make it simpler for customers to contact Redbus when they faced issued without having to leave the page, they introduced a click-to-call button right on the web page.
And this did the trick.
Why click-to-call via Exotel worked
– Customers could get help right from the website without any additional effort
– Since Redbus used Exotel’s API’s to initiate an incoming call to the customer, there was no cost involved for the customer
– Since a dedicated team took care of the web requests via a dedicated Exotel number, the call waiting time reduced considerably. And this improved the customer experience as well.

IVR Ticket Cancellation

Problem
Ticket cancellation is a very people-intensive process. Support agents were required to talk to every customer who wanted to cancel a ticket. Initially, Redbus used to get about 400 calls with cancellation requests. But as they grew, this number grew to almost 2500 cancellation calls every day. And this was proving to be time-consuming and expensive.

Redbus uses Exotel to automatically initiate a call with enquiries received via JustDial

Response time makes a massive difference in the case of JustDial enquiries.