Twilio Recognized by Mary Meeker's 2019 Internet Trends Report

Mary Meeker's 2019 Internet Trends Report shares insights into how businesses can separate themselves from the competition by taking advantage of the most important technology trends.

Internet Trends 2019

Twilio Recognized by Mary Meeker's 2019 Internet Trends Report

Mary Meeker's 2019 Internet Trends Report shares insights into how businesses can separate themselves from the competition by taking advantage of the most important technology trends. The report identifies using so-called “data-plumbing tools” as a key capability of top-performing companies. These tools not only collect and optimize data but also help manage connections in real-time. The latter of which is where Meeker recognizes the Twilio + Shopify as a combination that’s enabling the multichannel customer communications that is now expected for experience differentiation. Shopify was an early adopter of Flex, Twilio’s programmable contact center platform. Flex gives businesses complete control over customer engagement with both the speed and flexibility of the cloud. To extend its position as the leading cloud-based, multichannel commerce platform for small and medium-sized businesses to sell online and in-person, Shopify approached Twilio wanting more control of its engagement with customers. “We want to establish trust and form a human relationship with our customers (merchants) when they reach out for support on our platform," said Chris Wilson, Director of Merchant Support Technical Operations.

Chris wanted to make sure that employees with minimal technical knowledge but extensive customer process experience could have a positive impact on support operations. Flex shares many of the same attributes as CCaaS offerings, but with some notable differences around the target customer. Gartner, the world's leading research and advisory company, refers to this approach as Build-Your-Own (BYO): "While managed hosted and CCaaS require the IT organization’s employees and contact center administrators to become certified users, the BYO option is designed to be managed by customer service staff without any mandatory training program provided by the service provider." - Gartner*

Shopify didn’t start with a thousand agents and hundreds of thousands of business customers. It decided to build its own voice and chat contact center tool using Twilio APIs. Within a couple of years, Shopify began to outgrow the home-grown solution, as both the company and the number of channels it wanted to support expanded. So, when Shopify caught word of the Twilio Flex announcement at Enterprise Connect 2018, Chris realized it didn't have to build a customizable contact center application like it had envisioned–Twilio was already building it. With Flex, Shopify didn’t need to expend developer effort on building core services, and could instead focus its attention on other sources of brand differentiation.

Flex empowers users to deliver customer service as a means to establishing and reinforcing customer trust, while communicating with customers via multiple channels to form more human relationships. The fact that Mary Meeker’s seminal report recognizes the power and unique advantages of Twilio’s BYO solution is validates its value to the market at-large.

  • Adopt a Pace-Layering Application Approach to Evaluate Your Cloud Contact Center Options,' Steve Blood, Sebastian Hernandez, Gartner (May 2019)