And the Annual Engagement Excellence Award goes to...

And the Annual Engagement Excellence Award goes to...

The first edition of the LATAM’s Twilio Excellence in Engagement Awards honors organizations from various sectors that are innovating by creating engagement and personalization journeys for their customers using digital channels and contextual data. 

In a competitive selection, four winners were selected, who demonstrated a deep understanding of their customers' needs, valuing meaningful and scalable experiences, and used technology as a driver to create excellence in engagement. 

And the winners are:

Mercado Livre – in the Excellence in Communication category

Mercado Livre is a company that connects millions of buyers and sellers in Latin America. Its goal is to maintain 100% customer satisfaction, and to achieve this goal, the company partnered with Twilio to structure a service focused on voice contacts.

Twilio was chosen because it offered the best solution for customer service operations. Thanks to this partnership, the company now has a simple and efficient integration of Twilio's Programmable Voice with its CRM, which gives customer service representatives immediate access to customer question, profile and call controls, all within the same browser interface – thanks to the integration with the CRM. With specific customer information at hand, representatives can instantly answer questions, facilitate a transaction or route the call to a specialist, making the customer experience more agile and satisfactory.

Mercado Livre also has the added benefit of accessing reports with specific details about each call: number of calls received, times and duration of calls, among other data. This valuable information provides Mercado Livre and its representatives with the insights needed to continue improving the customer experience, reinforcing the recognition for excellence in engaging communication.

DASA – in the Excellence in Optimization category

Dasa is currently the largest integrated healthcare network in Brazil, and is a leader in diagnostic medicine in Brazil and Latin America. To reach this level, the company prioritizes customer satisfaction in their communication with the brand. One of its biggest challenges, however, was to standardize and optimize customer service for its more than 40 brands, while maintaining a positive experience.

To achieve this, the company sought out a partnership with Twilio, adopting Twilio Flex as the basis for its communication. Today, DASA handles more than 850,000 calls per month using Flex's voice solution and more than 250,000 text requests that come in through Twilio's WhatsApp Business API, with 100% of the calls resolved through messages. In addition, the integrated system ensures the quality of calls and responses, optimizing the understanding of the customer's needs.

More recently, DASA took part in the pilot of the new voice calling feature within the WhatsApp app and implemented it in one of its brands. After the initial test, the company soon saw an improvement in call quality and engagement, and with that, it wants to expand WhatsApp Business Calling with Twilio Voice to the rest of its operations. This omnichannel experience is the main differentiator of DASA's service in partnership with Twilio.

Creditas – Excellence in Data Usage

Creditas is one of the leading financial services platforms in Latin America. Using guarantees such as homes, cars and salaries, it offers credit, insurance and investments with a clear purpose: to simplify people's financial lives with accessible, innovative and personalized digital solutions. With over a decade of experience, the fintech is committed to offering a fluid digital journey, with clear information, consultative service and integrated experiences. To achieve this, it relies heavily on technology and data as pillars for decision-making, operational efficiency and sales conversion. 

To further improve its relationship with its customers, Creditas sought greater consistency and availability of data throughout the service journey. The partnership with Twilio proved essential for this transformation. Using Segment, the company structured a robust base of unified data, which enabled the development of complete and updated user profiles in real time. This 360° view of customers increased the conversion rate and enhanced the personalization of interactions.

In addition, Creditas has adopted Twilio Flex. Currently, around 400 agents operate with the tool, and call stability has improved significantly. Technical issues are no longer a common complaint among consultants and customers, and quality assessments in monitoring recordings have also improved substantially. Today, Twilio is an important part of Creditas' engagement strategy, driving the scalability of data use and making the customer experience more personalized and efficient. The ability to activate real-time data during service has become a competitive advantage.

In one of its most recent projects, Creditas received special funding from Meta to develop a chatbot solution focused on conversion, using Twilio's WhatsApp Business API integrated with Segment Audiences. The initiative reinforces Twilio's role as a strategic partner in an increasingly digital, connected and data-driven financial ecosystem.

QuintoAndar - Excellence in Engagement category

As the largest housing platform in Latin America, QuintoAndar faced challenges in its journey to grow and improve its customer experience. The company needed to simplify its service for the historically complex property rental process in Brazil. Using Twilio solutions, the company reduced the technical complexity of the process while adopting a solution that allows for the creation of more sophisticated processes for the end consumer. 

To achieve this, QuintoAndar chose the Twilio engagement platform (Flex, Console, Programmable Messaging, WhatsApp, Voice and Chat), integrated with its CRM. The highly customizable solution enabled the company to offer a more personalized and connected experience with self-service journeys. 

Following market trends in CX, this customized and digital-first approach aimed to optimize customer interaction, improving agent productivity, efficiency and customer satisfaction. Twilio's customizable platform allowed the company to create an omnichannel communication hub for its customers and thus increase satisfaction rates such as NPS and DSAT.

Help us celebrate our winners at this year’s SIGNAL São Paulo!

Each of our winning customers exemplified how using Twilio’s solutions in customer engagement, communications, optimization, and data can drive success and innovation. Join us in celebrating these innovative companies at our annual SIGNAL São Paulo conference on June 26.

To learn more about our awards program and how our customers are shaping the future of customer engagement, visit us here.