Retail
One platform for the conversations behind every sale
The Twilio platform has the right set of tools to increase conversions, cut service costs, and build user trust in your ecommerce platform.
Don’t let promising transactions slip away
Every transaction depends on a series of moments: the right listing alert, a quick answer, a timely reminder, or a smooth identity check. Twilio helps platforms get those moments right, so more buyers and sellers follow through.
Turn interest into action
Buyers and sellers often drop off before the deal is done, leaving listings unsold and buyers without the items they want. Twilio helps platforms act quickly on buyer intent with real-time, relevant messages that encourage the next step, increase conversion, and keep marketplace activity moving.
Keep transaction journeys connected
Conversations that take place before and after a purchase can quickly become disconnected as they span channels and people. Twilio carries user, listing, and conversation context across every handoff, so interactions continue without forcing anyone to start from zero.
Build trust without adding friction
Fraud and fake accounts can quickly erode trust in ecommerce platforms. Twilio helps platforms protect critical interactions by applying verification across the board and adding step-up checks when there are risk flags.
Connect buyers and sellers from signup to sale
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Buyer and seller alerts
Keep users informed with timely updates about listings, inquiries, offers, payments, shipping, disputes, refunds, and payouts.
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Abandonment and winback campaigns
Bring buyers back to unfinished purchases or offers, and prompt sellers to complete onboarding or listing creation.
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Multichannel self-service and support
Help users resolve questions about accounts, listings, orders, disputes, and payouts through messaging or voice, with a path to support.
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Onboarding and activation
Guide buyers, sellers, and merchants through account completion, verification, payout setup, and the steps toward their first transaction.
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Persistent conversations and context
Preserve buyer, seller, AI, and support history across channels so no one has to repeat information or start over.
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Account verification and authentication
Add verification to signup, login, account recovery, and sensitive account or payout changes without unnecessary friction.
Personalized 1B+ emails every month
eBay combined its machine learning models with Twilio SendGrid to deliver personalized email recommendations based on current inventory and real-time customer intent.
Personalized emails each month
Active global users
months to scale email infrastructure
Turned messaging into a two-way engagement channel
1-800-Flowers.com used Twilio Messaging and RCS to create interactive conversations where customers can track shipments, modify delivery details, place repeat orders, and get support directly in-channel without waiting on hold.
Valentine’s Day stems expected
Valentine’s traffic from mobile
Acted on buyer and seller intent faster
The RealReal unified online and in-store customer data with Twilio Segment, giving teams real-time insight into buyer and seller behavior. Teams can now personalize journeys and make product decisions in minutes instead of weeks.
marketplace members
Live marketplace SKUs
Unique SKUs added every day
Increased campaign performance with AI
TradeMe used Twilio Segment and AI Predictions to identify buyer and seller intent, giving marketers faster access to predictive audiences while protecting sensitive customer data.
Increase campaign open rates
Increase in campaign click-through rates
Reliability when every transaction matters
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Trust built into the transaction
Combine communications with managed verification, fraud mitigation, data protection, and compliance capabilities to protect sensitive interactions at scale.
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Proven at scale
Keep high-volume interactions moving through traffic surges. Twilio delivered 83.3 billion communications during Cyber Week while maintaining 99.95% API availability.
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Conversations that never start from zero
Carry buyer, seller, listing, and transaction context across channels and handoffs so human and AI interactions can continue without repetition.
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Open and extensible by design
Bring your existing data, AI, commerce, and service stack. Add new capabilities with the Twilio platform without a rip-and-replace or locking your platform into a walled garden.
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Global reach, local control
Reach participants in more than 180 countries while simplifying sender registration, consent, and regional requirements across channels.
Start building better ecommerce experiences
Start with one use case or expand capabilities across your platform. Twilio brings multichannel communications, persistent context, managed verification, flexible APIs, and AI to your stack.