Twilio retail solutions
Deliver a seamless digital retail experience
Personalize every step of your customer journey with a single omnichannel retail solution. Streamline, secure, and win trust at every touch using all your real-time customer data at scale.
It's time to reimagine retail and ecommerce marketing
Put first-party customer data to work in real-time so you never miss a step of a shopper’s evolving journey. Twilio gives you the reach to meet customers anywhere, the insights to know what they’ll be looking for next, and the tools to build efficiently. When you understand customers, it’s easy to deliver delightful experiences.
Retail use cases
Personalized omnichannel communications that reach customers anywhere
Engage seamlessly anytime, anywhere
Use real-time, first-party data to deliver tailored interactions at scale via top channels like SMS, chat, email, voice, and more. Twilio lets you create a better customer journey to meet shoppers on their terms.
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Personalized omnichannel marketing
Delight every customer with seamless, targeted campaigns across their favorite channels -
Customer 360
Gain a unified view of behavior from real-time intent signals to personalize interactions, reduce churn, and lift LTV -
Digital clienteling
Enable reps to give personalized, expert guidance over preferred channels at scale to improve conversions
Case studies in data-driven customer relationships
Learn how top retail brands are replacing their rigid, disjointed digital customer experiences with personalized omnichannel relationships.
Resources for retail
Innovative ideas for the evolving retail marketing landscape
Study
Messaging Total Economic Impact™
Learn how Twilio Messaging can lead to a 3% increase in messages delivered and 132% ROI.
Article
Evaluating Email Service Providers for Retail
Six questions to help you find the best retail software solutions for reliable, future-proof experiences.
Video
Twilio & Nike Case Study
Hear the Nike CEO talk about accelerating digital retail experiences with Twilio.
Article
Complete Retail Email Marketing Guide
See retail email marketing strategies, examples, and best practices.
Article
Set Up Retail SMS Reminders
Find out how to create in-stock SMS reminders for an ecommerce store to drive sales.
Digital retail solutions
FAQs
Learn more about onmichannel retail solutions
Nine out of 10 consumers want to use messaging to communicate with brands*. SMS messages are an effective way to reach customers with notifications about sales and back-in-stock alerts to drive conversions.
But SMS, and messaging in general, can do more than support marketing outreach. You can deliver 2FA messages for customer verification and send customers up-to-the-minute order updates and delivery notifications.
Here are some results Twilio customers saw after implementing SMS and other messaging channels:
• Brazilian retail chain Magalu saw a 20% increase in sales volume after adopting WhatsApp for messaging customers.
• Pizza app Slice saw order volume increase 2X.
• Online reputation management platform Birdeye achieved a 32% click-through rate with a new text messaging solution.
To send SMS marketing messages for ecommerce, you must be SMS-compliant.
1. Before you send an SMS (or WhatsApp, Facebook Business Messenger, or Google Business Message), your customer must opt in to receive these messages from you.
2. You must inform customers about how they can opt out of your messages.
3. You must inform customers about what kinds of messages to expect from you.
4. You must respect any opt out requests.
5. You cannot send retail SMS marketing messages between 9 p.m. and 8 a.m. in the recipient’s time zone.
In the United States, you must also be compliant with the Telephone Consumer Protection Act (TCPA) and the guidelines of the Cellular Telecommunications Industry Association (CTIA).
There are different types of APIs for ecommerce. There are ecommerce APIs that allow applications, like an ecommerce store and a payments platform, to communicate so customers can buy items seamlessly with their digital wallet of choice. There are also ecommerce APIs that retailers can use to manage inventory and order new stock.
Twilio has APIs for ecommerce and retail communications.
The Programmable Messaging API lets you send and receive SMS, MMS, and WhatsApp messages for marketing, promotions, alerts or notifications.
The Conversations API lets you set up conversations with customers (and multiple agents) to chat about questions, make recommendations, and complete transactions through messages.
The Twilio SendGrid Email API lets you send transactional emails (verification, receipts, shipping notifications) and marketing emails at scale.
You use an API to connect your ecommerce platform with another system.
To use Twilio’s APIs for ecommerce or retail communications, here are some guides:
Getting started
Make every journey meaningful with the leading platform for retail engagement
Integrate all your first-party data in Twilio's scalable platform to understand customers and deliver the ideal omnichannel retail experience at every step. Pay as you go—and only for what you need—plus unlock discounts as you scale.