What is Twilio, and how does it work? An introduction to the leader in customer engagement
Chatting with customer support, receiving an appointment reminder, messaging a driver, video conferencing with your doctor: what do these have in common?
Twilio powers all of these communications, and more.
So, what exactly is Twilio?
Twilio is a developer platform for communications: the Twilio Customer Engagement Platform. Twilio’s programmable application program interfaces (APIs) are a set of building blocks developers can use to build the exact customer experiences they want.
The Twilio Customer Engagement Platform can be used to build practically any digital experience, using capabilities like SMS, WhatsApp, Voice, Video, email, and even IoT, across the customer journey. Twilio powers communications for more than 190,000 businesses, and enables nearly 932 billion human interactions every year.
Chris Wilson from Shopify said it best: “We can wrap Twilio around our business, rather than the other way around.”
Today, 9+ million developers use Twilio across more than 180 countries to continuously test, …
How financial services can better engage during coronavirus and beyond
As coronavirus continues to spread, the pandemic is having a human impact that is rapidly transforming the global economy.
It’s forcing financial services companies to rethink business continuity in order to sustain operations and minimize risk during strenuous times. Especially in the financial services industry, the pandemic is highlighting the stark contrast between companies that invested in digital strategies prior and those that did not.
In light of the mandatory quarantines and social distancing brought on by COVID-19, a key challenge is front and center: how to balance account security and compliance with optimal customer experience.
For any financial services companies yet to fully embrace digital, now’s the time to make the transition. Consider these best practices for creating reliable, secure, and omnichannel onboarding, engagement, and support for your customers.
Today, all companies must enable customers to verify identification, submit applications, and open accounts online—all while maintaining industry compliance …
Refocusing on the customer in the age of COVID-19: How to build a successful customer engagement strategy
The coronavirus pandemic has radically transformed daily life. Businesses are struggling with the sudden shift in consumer behavior. Social distancing is the norm, and in many cases, business’s engagement with customers has become entirely digital.
For many, customer engagement—the act of building relationships with a brand, or offering improved service through digital communications—is a new frontier. Some digital native companies have raised dizzying valuations using technology, but customer engagement, and its benefits, are accessible to anyone willing to explore this new frontier.
Understanding the customer engagement triangle
Think of customer engagement as a triangle between the following three components. Each must work together to build a successful customer engagement strategy. Focusing on one to the detriment of another will cause friction between you and your customer.
Figure 1: The Customer Engagement Triangle
- Customer experience: How consumers perceive interactions with your company, brand of service, whether they are digital or …
Telehealth: Ensuring continuity and compliance in medical services during the COVID-19 pandemic
COVID-19 has brought with it a whole new set of rules and guidelines for day-to-day life.
The thing is, though, illness and health-related emergencies don't play by any set of rules. Hospitals and healthcare providers need ways to ease the burden of providing support for COVID and non-COVID concerns as the tide of demand keeps rising.
In these circumstances, telehealth support and virtual care have become even more important tools, and have seen a spike in interest as providers seek to care for patients while keeping the healthcare staff safe from coronavirus concerns.
COVID-19 will promote people-driven healthcare, from Twilio’s Global Head of Healthcare Services Susan Lucas Collins.
Telehealth in the time of COVID-19
A major challenge created by COVID-19 is managing care of the influx of coronavirus patients while continuing to address other illnesses requiring medical attention. Hospitals are overwhelmed, and advising people to stay away if …
Answering the call: United Way Worldwide ramps up 211 capabilities and technology amid COVID-19 outbreak
In the midst of the global coronavirus outbreak, more than 20 million Americans have filed for unemployment. Countless businesses stand shuttered, and uncertainty looms for many communities and individuals. The global and national situation shifts daily, and accurate information can be hard to come by.
A constant during this time of rapidly changing status quo? 211. The easy-to-remember three-digit number is splashed across local news broadcasts, official websites, help forums and beyond. Contact 211. They’ll help.
Nonprofits like United Way have long operated helplines to connect people with resources in the community, but in 1997 the United Way of Greater Atlanta began using the easier-to-remember 3-digit number. Since then, the 211 service is now available to 95% of the U.S. population (and most of Canada) and serves as the social services companion to the municipal informational help-line “311.” The network of more than 200 agencies and their roughly …
Creating legendary customer engagement: Introducing the Virtual Twilio Engagement Center
Creating legendary customer engagement isn’t easy. Yet now more than ever, in the midst of the coronavirus, businesses need to build digital relationships with their consumers and constituents in the way that makes sense for them.
There’s a lot to gain—from a reputation standpoint as well as a financial one—for brands that take a strong, proactive approach to reassuring customers while also providing value and shared connection.
The challenges brands face, though, are significant. Customers are anxious about their financial stability, about your organization’s ability to deliver, and wary of making commitments they may not be able to keep.
Our customers have developed creative, innovative ways to address these challenges. As an organization, we’re proud to enable our customers to do that through the right products, APIs, and even the …
Learn how to quickly create a modern IVR to empower your workforce and deliver meaningful customer experiences
Today’s consumers are familiar with Interactive Voice Response (IVR) systems—commonly referred to as “phone trees''—and their benefits and downfalls. A well-constructed IVR feels seamless and gets a consumer right to where they want to be… but a bad one can lead to non stop tapping of the 0 or 1 key, all the way to shouting down the phone when the automated robot just doesn’t get it.
Read 6 ways building a modern IVR propels your business to new heights.
Those in the contact center or customer care community know that the technology has actually been around since the early 70s. When IVRs were first released as a feature, they promised great things, such as massive call deflection and call steering rates.
However, they were often really difficult to both configure …
Communicating with customers in the time of COVID-19: Real-time lessons from consumers
Just as consumers are adjusting to sheltering in place, working from home, managing homeschooling, and navigating previously benign tasks like buying groceries, companies also face a myriad of unknowns. It’s not business as usual, but one thing is certain: customer engagement is just as important today as it was before COVID-19 began its spread.
The question is how to engage. To learn more, Twilio asked a sample of US consumers what their experience has been, and their preferences. We heard from 244 Americans distributed across age groups, gender, and regions to help inform thoughtful, consumer-first engagement.
Consumers value critical updates, but also expect leadership from companies.
We asked respondents to tell us what they want to hear from the companies they value. The most compelling option, rated as “high” interest by 53 percent of respondents, was critical updates about material changes to availability of their products and services.
“My rec …
How AI can help contact centers resolve issues faster during crisis
With the disruption caused by coronavirus comes new challenges for customer service and support. In times of crisis, it’s important to stay focused on best practices and reinforce the capabilities of your contact center—not necessarily rip-and-replace them. In addition to being prepared with business continuity plans and the right infrastructure, businesses can ensure their contact center agents are able to manage increased call volumes by leveraging artificial intelligence (AI) to help scale support.
Traditionally, customer satisfaction (CSAT) has been regarded as the ultimate measure of customer loyalty. However, according to recent Gartner research, a more telling indicator of customer loyalty, especially amidst the stresses and sense of urgency surrounding COVID-19 and other times of crisis, is customer effort: the ease of customer interaction and resolution during a request. In fact, customer effort is 40 percent more …
Putting the person back into personalized customer engagement
Perhaps not recently, given current social distancing guidelines as a result of COVID-19 and the coronavirus pandemic, but for the sake of imagination: Have you ever walked into a clothing store and had an associate immediately offer help, accurately guess your size, and pull some items together that met your needs?
On the occasions when I have, it’s been fantastic. What seemed tedious became enjoyable. It took less time than I’d anticipated while also feeling far more relaxed. And, I undoubtedly spent more money than I would have on my own—happily. I’ve sought out those stores and those associates again. I’ve sometimes even made a new friend.
All of us have had similar experiences from time to time, regardless of the type of purchase involved. When they happen, everybody wins. As customers, we feel like we’ve spent our money well. The companies that we’re doing business with have sold us …