Customer support and sales
Supercharge customer support and unlock hidden revenue with omnichannel engagement, intelligent self-service, and AI assistance. Automate repetitive tasks so agents can focus on high-value interactions that drive loyalty and sales.
Build a better customer support experience
Customer support is more than a cost center. It’s an opportunity to generate revenue and build customer loyalty.
How to build better support and sales experiences
Break down data siloes and connect fragmented systems, so your teams can access real-time customer data from inquiry to resolution.
Step 1
Integrate with your existing systems
Enhance your existing contact center to add an IVR or virtual agent—without an expensive rip-and-replace.
Step 2
Add on channels
Adopt the channels your customers use to expand your support offerings.
Step 3
Create intelligent self-service flows with escalation routes
Set up intelligent IVRs to reduce agent workloads with the option to escalate to a human when needed.
Step 4
Tap into customer data platforms
Empower agents with relevant context from customer data profiles so they can resolve inquiries faster and make tailored upsell offers.
Step 5
Update customer data profiles on the fly
Customer profiles are refreshed with new information after a call is wrapped up, enabling agents to provide even more personalized service in the future.
Modernize your customer service at your own pace
Don’t stay boxed in. Twilo is a flexible platform that you can use to build the exact outcome you need and bridge the gaps of your current system.
|
Use case |
Level 1 |
Level 2 |
Level 3 |
Level 4 |
|---|---|---|---|---|
|
Improve self-service Upgrade your DTMF IVR to Twilio’s cloud-based IVR |
Add a modern IVR to improve your self-service options |
ConversationRelay adds AI-powered virtual agents for advanced self-service |
Unified Profiles adds customer profile you can update with real-time interaction data |
Twilio Flex adds a seamless UI for escalated interactions |
|
Expand to omnichannel Add digital channels alongside your legacy voice infrastructure |
Twilio Voice APIs enhance your legacy voice infrastructure |
Add Email API email so you can easily reach customers |
Add SMS, RCS, MMS, Chat, and WhatsApp with Programmable Messaging API |
Add Video for real-time, in-depth customer interactions |
|
Increase productivity with UI Enhance the agent experience with a unified user interface to gain productivity |
Add a UI to manage all cross-channel interactions and data with Twilio Flex |
Add AI to assist agents with customer data and post-call work with Agent Copilot |
- |
- |
|
Engage with two-way interactions Go from one-directional to two-way interactions for customer engagement |
Start with one-way alerts or notifications with Messaging |
Then add a UI where agents receive messages and respond with Twilio Flex |
Add Unified Profiles where you can add new data from interactions in real time |
- |
How Universidad Uk enrolls more students through its contact center
Universidad Uk wanted to make it easier for students to enroll and access academic information. So it created a contact center with flexible communication options, intelligent chatbots, and AI for personalization.
Commure keeps patients engaged with SMS, Voice, IVR
By giving healthcare providers convenient ways to coordinate care with patients through text messages, voice calls, or intuitive IVR experiences, Commure has created a vital solution for improving healthcare outcomes.
Toyota Connected responds quickly through a flexible call center
Toyota Connected’s Drivelink provides emergency and convenience service to more than 6 million drivers through a flexible call center that empowers agents to respond quickly when it matters most.
Resources
Where to get started with Twilio support and sales solutions
Blog
Transform CX with customer-centric AI
Need to adopt AI but you’re not quite ready? You aren’t alone and we’re sharing ways to start with your customer experience journey.
Blog
How AI agents will reshape growth marketing
Learn how AI agents are reshaping the customer journey, transforming your customer data, and creating new possibilities for marketing.
Blog
Optimize your IVR for self-service
Modernize your IVR system to improve customer experience and operational efficiency with better build tools and AI assistance.
Docs
Look under the hood at Twilio Flex
Review our documentation to learn how to add channels, create engagement workflows and intelligent rerouting, and gain operational insights.
Prefer not to code? No problem.
Work with one of our trusted partners to get coding support or explore a pre-built support and sales solution.
Why use Twilio to build customer support solutions
Get out of maintenance mode and start innovating experiences that customers will love.
Handle all customer conversations across voice, SMS, chat, email and more on a single platform that unifies data across previously disjointed channels.
58% of customers
Say it’s very or extremely important for brands to use their preferred digital channel2
Make any person feel like the valued customer they are with personalization and real-time customer data. Feed AI models with your communications data to get predictive insights and deliver personalized engagement for every customer. Yes, every customer.
40% more revenue
For companies that excel at personalization3
Customer satisfaction depends on fast response times and efficient resolutions. Twilio tools are flexible, so you won’t get stuck with rigid out-of-the-box functionality that ages. You can keep up with evolving customer preferences and create innovative experiences to enhance your existing stack.
55% of IT budget
Allocated just to maintaining legacy solutions4
1 for patients on cardiology monitoring program
2 Twilio 2024 Consumer Preferences Report
3 McKinsey & Company; “The value of getting personalization right—or wrong—is multiplying”, Nidhi Arora, Daniel Ensslen, Lars Fiedler, Wei Wei Liu, Kelsey Robinson, Eli Stein, and Gustavo Schüler; November 2021. McKinsey Next in Personalization 2021 benchmarking survey 2/7-2/14/2021.
4 Deloitte CIO Insider (Deloitte Insights, August 8, 2018)