Understanding customers is critical to a successful customer engagement strategy, but information about customers -- what they bought, when they needed help, how they use apps, and more -- is often spread across dozens of software systems inside of a company. These data silos frustrate developers and companies as they try to build a single view of their customer so they can engage in a meaningful, relevant way.
These data silos are the enemy. They destroy customer relationships by causing awful customer service and irrelevant and annoying marketing experiences. I faced this challenge at each of the four companies I founded and as a software developer – I was constantly battling how we could better wrangle data in a way that would allow us to better serve our customers.
Segment is the answer to this problem. Together, Segment and Twilio will tear down these data silos, helping companies and their …
At Twilio, we're always impressed by the spirit of builders to improve the lives of customers and communities. In these unprecedented times, I've seen the builder spirit is especially strong.
First, my thoughts are with those who are impacted by COVID-19 already. I wish speedy recovery to all those who are ill, and to those whose loved ones are battling this virus. I also want to express admiration and gratitude to the medical professionals on the front line of treating those who are ill.
I wanted to reassure you that Twilio is here to serve your needs during this unusual time. Last week, Twilio migrated to a fully virtual operational model, and closed all offices globally. Twilio has long had a distributed workforce, so moving to fully virtual, with both the technology and the cultural norms, was completed last week. Our teams are up and running from home around the …
Today, Apple officially released iOS 13 which includes an interesting new feature to combat unwanted robocalls. iPhone owners can opt in to the feature called “Silence Unknown Callers” that will send calls originating from phone numbers that are not recognized to voicemail without ringing the phone. That means if a phone number isn’t in contacts, emails, or text messages that have passed through the phone, the call will go straight to voicemail. If the caller leaves a voicemail, the owner of the phone can either listen to the voicemail or read a transcript of it to decide if they want to call back.
We commend Apple for joining the fight against unwanted communications and recognize this will certainly help reduce the annoyance that we all feel when we get a lot of illegal robocalls. The question is what unintended consequences will it have.
All of us have had the experience. A meeting or a dinner interrupted by our phone ringing with some random number on the screen. Click ‘ignore’. Maybe a minute later we get the notification of a new voicemail (maybe in another language) touting a new deal on satellite TV, or better yet, alerting you to an urgent "lawsuit from the cops." Or rather, they don't leave a voicemail at all... because they'll just robocall you again in 20 minutes, hoping you'll answer from a different random number.
Sound familiar? If your experience is anything like mine, your "missed calls" screen looks a bit like mine:
Robocalling has reached epic proportions and we're all starting to hate our phones. In fact, according to First Orion, nearly 50% of all US mobile calls made in 2019 are expected to be robocalls. Stop and think …
When we talk to our customers, they tell us that it's harder than ever to build a compelling customer engagement strategy. You have to consider all the customer touch points, from selling and marketing, to when customers are using your product or when they need support. At every step of the way, integrating the right communication at the right moment makes customers informed, happy, and successful.
That's why at Twilio, we've been investing for 11 years to build the customer engagement platform that developers and companies can use to build world class experiences. We started by building the industry leading APIs for voice and SMS, and have since added video, Facebook Messenger, and WhatsApp as means for companies to communicate with their customers.
SendGrid has been doing the same thing, but they started by building the industry's leading developer platform for email. If you’ve been at a hackathon, conference or …
We started Twilio 10 years ago to democratize communications, giving developers the power to make a phone ring with just a few lines of code. Over the years, we’ve evolved our platform to address nearly every channel that companies use to communicate with their customers, including voice, video, SMS, chat, smart speakers like Alexa, and messaging apps like Facebook Messenger, WhatsApp, and more.
As we continued to add new means of communication, you’ve told us that there has been one missing from our platform -- email. We’ve watched SendGrid on their journey to build the industry’s best cloud-based email delivery platform. They’ve taken the same developer-first approach as we have - building a great API, reducing friction to getting started, focusing on trust and quality and showing developers what's possible with the power of code.
Both Twilio and SendGrid have been hearing from you, our customers, that having a single …
One of our key values at Twilio is to empower others. That doesn’t mean “sell to others.” Rather, it means you help bring out the best in the people you serve, supporting and enabling them to achieve their goals however you can. Since we started Twilio, developers have amazed us with their ingenuity – building products and companies that we could never have imagined.
But something else we never imagined was how communications plays into fixing the world. We’ve encountered many non-profit organizations whose work has shown that communications, or the lack thereof, is the root of many societal problems. Two years ago we started Twilio.org to empower those non-profit organizations with communications technology to improve lives around the world – through use of Twilio technology, grants, and volunteer work from Twilio’s employees worldwide. Yet Twilio.org was not sustainably funded – until now.
Today we’re excited to announce we’re …
“The Humpty Dance is your chance to do the hump
Do the Humpty Hump, come on and do the Humpty Hump
Do the Humpty Hump, just watch me do the Humpty Hump
Do ya know what I’m doing, doing the Humpty Hump
Do the Humpty Hump, do the Humpty Hump”
– Shock G aka Humpty Hump
I was told tech blog posts should start with rap lyrics, so there you go! I also wanted to announce that Twilio has closed a $130 million Series E round of funding, led by Fidelity and T Rowe Price, along with investments from Altimeter Capital Management and Arrowpoint Partners.
In addition, we’re privileged that Amazon.com and Salesforce were also significant participants in the round. We’ve had great relationships with Amazon and Salesforce, leaders in laaS and SaaS respectively, and now we have the opportunity to deepen the relationship between our companies. I …
It’s 2015, and every week there’s another security breach. We’ve learned that retailers aren’t safe from their HVAC vendors, Seth Rogen can stir an international cybersecurity incident, and not even the venerable OpenSSL can be trusted. The only strategy is multiple layers of security, and so every login box on the Internet needs to be secured and secured again.
That’s non-controversial, but doing so has traditionally introduced substantial user friction. Five years ago, two factor authentication required hardware fobs that were expensive – and truthfully, who wants more hardware on their keychain? And what about email-based verification? No one wants to abandon the app and refresh their spam folder. Security is only as good as its usability – the most secure scheme is rendered useless if users don’t adopt it.
Mobile has provided a great solution to create strong identity verification with reduced friction. For the past five years, Twilio …
If you’re reading this, you benefit from an open Internet. You take for granted that the browser you’re using can reach our blog. But that could change.
If you haven’t been following the Net Neutrality news for the past several months, here’s the situation. The Internet is a free (as in speech) and open network, where your mobile or broadband ISP is supposed to transmit bits between any Internet connected server to you without opinion on what those bits mean or whether you should be permitted to access them. It’s a doctrine called net neutrality, and it’s been the basis of innovation on the Internet since pretty much day one.
The FCC is currently considering a reversal of this doctrine, allowing ISPs and carriers to use arbitrary policy to price and police your Internet for those services you use. This action would open the doors for discrimination in who can …