APIs for Modern Field Service Communications

Increase your field service customer satisfaction with Twilio APIs for SMS, MMS, and voice calls that reach customers much more efficiently than email.

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APIs for Modern Field Service Communications

Whether it’s a repair or installation visit, in-home healthcare, or property maintenance, when a company representative and a consumer need to connect on the customer’s home turf, they inevitably need to communicate with each other.

But how you communicate makes all the difference. Our research shows that text can be up to 4X more effective than email in reaching your clients. Typical emails are opened 20-22% of the time, while SMS is opened on average 98% of the time, the majority within four minutes of a text being sent.

In this brief webinar, hear from Twilio Senior Director of Product Marketing Zeeshan Yoonas how companies like Coca-Cola, The Home Depot, and Safelite Autoglass are enhancing their field service communications with Twilio APIs.

Don’t have time to watch the full webinar? Here’s a summary of the six different ways customers are using Twilio to build real-time field service communications.

  1. Appointment Reminders When Safelite Auto Glass, one of the largest auto glass providers in the United States, started using Twilio to send customized appointment reminders to customers via text, they found that it reduced their no-shows by 15-25%. Twilio can also send appointment reminders via voice, using our text-to-speech capability.
  2. Technician Dispatch Coca-Cola enterprises leverages Twilio’s SMS platform to send their highest priority service requests to technicians by text instead of email. Since Twilio supports two-way communication, when a technician receives the SMS dispatch, they can respond that they are on the way by pressing “1.” Twilio can also send dispatch instructions via voice using our IVR capabilities.
  3. Dynamic ETA Alerts Safelite Auto Glass leverages their technicians’ GPS and tracking system data to send their customers a heads up text 30 minutes before the technician arrives. They also utilize Twilio’s MMS capability to include the technician’s name and photo. Estimated time of arrival (ETA) alerts have been found to double customer satisfaction rate, while including a picture of the technician increases brand affiliation and trust.
  4. Automated Surveys It’s common for businesses to send an automated survey by email after a work order is completed. But with Twilio, you can send your survey via text for an immediate response, or via voice using our rich set of IVR capabilities. Integrate feedback from surveys into your work order management system so you can prioritize customer satisfaction. Track satisfaction rates by work order, technician, or any other criteria you set.
  5. Visual Service Estimates iCracked is a global provider of iPhone and iPad repair services. To improve the accuracy of their service estimates, iCracked allows customers to send a picture of their broken item via the Twilio MMS platform. This gives technicians the ability to see the problem, so they can resolve their customers’ issues more quickly. Twilio also makes it easy to embed those images into existing work order management systems.
  6. Masked Conversations
    The Home Depot uses Twilio to let their contractors and customers call and text each other without either party revealing their personal phone number. This allows contractors to fulfill "last mile" support calls—critical information they need like directions, parking instructions, and gate codes, so they can get where they need to go. All communication is logged, secure, and embedded into existing systems. Customers and contractors can use any phone, with no app required.

We make it easy to embed and integrate Twilio APIs into your software, existing workflows, and applications. Learn more about how to improve your field service communications with Twilio.