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Contact sales Start for free
Twilio retail solutions

Every retail conversation across every channel. One connected platform.

AI is changing how customers discover and buy, making an already fragmented shopping journey even harder to connect. Twilio brings it all together on one platform, so conversations stay continuous, contextual, and trusted. 

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Smiling woman reading a message about a pet-friendly fabric sofa on her phone.
Smiling woman reading a message about a pet-friendly fabric sofa on her phone.

Build for the agentic era of retail without reinventing what already works

Connect experiences across shopping, fulfillment, and service with open infrastructure that brings AI together with your existing stack.

Order and fulfillment updates

Share order updates before customers have to ask. Send timely pickup and delivery updates, and use two-way messaging to let them change delivery times, manage returns, or get instant help.

Connected customer care

Automate routine questions and requests with AI-powered self-service, then hand off complex issues to live agents with the context they need so customers don’t have to repeat themselves.

Triggered re-engagement

Bring shoppers back at the right moment with messages based on real-time behavior and intent — from cart and browse recovery to back-in-stock alerts and price-drop notifications.

Personalized retention

Use real-time customer data and AI to tailor every stage of the customer lifecycle. Personalize product recommendations, campaigns, and win-back offers to make each interaction more relevant.

Loyalty and rewards

Encourage repeat purchases with loyalty programs that work across digital and in-store touchpoints. Make it easy for customers to enroll, track their status, and securely redeem benefits.

Secure identity verification

Protect customer accounts and transactions from fraud with low-friction verification that steps up authentication when risk is higher, while providing seamless access to authenticated users.

One continuous conversation across channels and touchpoints

The Twilio platform has the foundation for personal shopping experiences that make every customer feel like your most important customer.

Chat screen discussing Summit G4 Grill availability and comparison with Pro-Series, AI Agent provides dimensions.
Chat screen discussing Summit G4 Grill availability and comparison with Pro-Series, AI Agent provides dimensions.

Intelligent self-service

Chat interface depicting an AI agent and sales expert helping a customer with a Summit G4 grill inquiry.
Chat interface depicting an AI agent and sales expert helping a customer with a Summit G4 grill inquiry.

Contextual hand-off

Screenshot of a customer service chat discussing the purchase of a Summit G4 Grill.
Screenshot of a customer service chat discussing the purchase of a Summit G4 Grill.

Cross-channel continuity

Customer asking for help with digital ignition setup for Summit G4 grill via AI agent chat.
Customer asking for help with digital ignition setup for Summit G4 grill via AI agent chat.

Persistent memory

Open infrastructure for trusted engagement

Twilio combines real-time customer data, native communication channels, fraud protection, and customer verification on an open platform.

Flexible by design
Connect communications and customer care with open APIs that work with your existing store, loyalty, and CRM systems, without a costly rip and replace.

Continuous context
Carry real-time customer context across channels, AI, and live agents so every interaction can pick up where the last one left off.

Trusted at retail scale
Be ready to meet demand on  peak shopping events like Black Friday and Cyber Week with global infrastructure, built-in fraud protection, and low-friction customer verification.

Dashboard showing customer data for Priya K including cart items, preferred channel, and carrier-grade network details.
Dashboard showing customer data for Priya K including cart items, preferred channel, and carrier-grade network details.

Trusted by the biggest brands in retail

From winning the first purchase to earning long-term loyalty, see how leading brands are transforming customer engagement in retail with Twilio.

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1B+ personalized emails delivered monthly
29% less subscriber churn
40M members tracked across web, app, and stores
3X increase in purchases
90% routing accuracy with speech AI
20% higher ROAS with AI Predictions

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  • Storefront icon

    Retail Merchants and Services

    Create an easy shopping experience from the initial purchase, all the way through fulfillment and customer service.

  • Shopping cart

    Ecommerce Platforms

    Connect buyers and sellers with the right message at the right time to keep every transaction moving forward.

Talk to our team about retail customer engagement solutions

It’s time to redefine customer engagement for the AI-powered future of retail. Twilio is here to help. Start for free, pay as you go, and unlock volume discounts as you scale. 

Contact sales View pricing
Woman in red jacket holding a laptop against a red background, looking confidently at the camera.
Woman in red jacket holding a laptop against a red background, looking confidently at the camera.

FAQ

Retailers can improve customer engagement by connecting data and communications across the shopping journey. Real-time customer signals can help personalize interactions, while two-way messaging lets shoppers get updates, ask questions, and take action in the same conversation. Maintaining context across channels also makes it easier to deliver consistent service without making customers repeat themselves.

AI is changing both sides of the retail experience. Retailers can use AI to personalize recommendations, automate routine service, and respond to customer needs in real time. Shoppers are also using AI to research, compare, and buy products, which is creating new  opportunities to get discovered and drive purchases.

Twilio gives retailers flexible communications APIs, access to real-time customer data, and tools for authentication and customer care in one extensible platform. This open approach makes it easier to integrate Twilio with existing commerce, CRM, and loyalty systems and carry customer data and interaction history across channels.

Real-time customer data and AI can help retailers respond to individual behaviors and preferences at scale. That means more relevant product recommendations, offers, and messages throughout the customer lifecycle.

Connecting customer data and context across touchpoints creates more continuity between digital and in-store shopping. Shoppers can move more easily between browsing, buying, pickup, returns, and customer care without starting over.

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