Segment Use Cases

Dell faced challenges in effectively communicating with customers about the status of their orders, particularly during peak online shopping periods like Black Friday. Traditional communication methods such as email and phone calls were insufficient and often resulted in delays, leading to unsatisfied customers and lost sales. There was a need to find a more efficient and timely communication solution to keep customers informed about their orders.

Dell turned to Twilio to implement SMS notifications for order confirmations and updates. Recognizing the need for instant communication, Dell leveraged Twilio's SMS capabilities to provide real-time updates to customers about their order status. By integrating Twilio's SMS solution into their system, Dell was able to address credit card hold issues promptly, reducing the risk of lost sales and enhancing customer satisfaction. Twilio's global reach and scalable API capabilities allowed Dell to implement the solution quickly, just in time for Black Friday and other critical shopping seasons.

The implementation of Twilio's SMS notifications has significantly improved Dell's customer communication and satisfaction levels. Customers now receive timely updates about their orders via SMS, resulting in increased satisfaction and reduced escalations related to order issues. Dell has also seen a notable increase in sales due to the prevention of lost sales through proactive communication about payment issues. Additionally, the use of SMS for order tracking has enhanced the overall customer experience, leading to higher engagement and loyalty. Twilio's solution has not only improved Dell's operational efficiency but has also helped them achieve their goal of keeping customers informed at all times, ultimately driving business growth and customer retention.

Wise, operating in the global finance sector, faced the challenge of ensuring trust and security while providing a cost-effective international money transfer service. Maintaining customer trust was paramount, especially in an environment where security threats were prevalent, and even minor breaches could severely impact the brand's reputation and business.

Recognizing the importance of trust and security, Wise invested in enhancing its security infrastructure to safeguard customer data and transactions. They implemented Twilio's Authy Push Authentication solution to strengthen security measures, particularly for customers holding funds with Wise, such as those using the Borderless Account. This solution provided an added layer of security through push notifications, ensuring that login attempts were legitimate and reducing the risk of unauthorized access.

The implementation of Twilio's Authy Push Authentication solution yielded significant benefits for Wise. Firstly, it improved account security and reduced the likelihood of unauthorized access, thus safeguarding customer funds and trust. Secondly, it streamlined customer service operations by minimizing issues related to SMS deliverability and account access, particularly for international customers. Lastly, customers appreciated the convenience and transparency offered by push authentication, leading to higher satisfaction levels. Wise observed positive returns on investment, with significant time and cost savings in dealing with security threats. Moving forward, Wise aims to further enhance security measures, potentially extending two-factor authentication beyond login to protect sensitive actions like fund transfers and profile editing, thus prioritizing customer data privacy and security.

Toyota Connected North America (TCNA) needed a flexible call center solution to effectively respond to the needs of its customers, who relied on the Drivelink telematics platform for various safety and convenience features. As a leading player in the telematics industry, TCNA faced the challenge of maintaining a seamless customer experience while navigating a competitive market and rapidly scaling its services to meet the needs of millions of Toyota and Lexus drivers.

TCNA leveraged Twilio Flex to power its contact center operations, enabling agents to deliver fast and consistent customer experiences. With Flex, TCNA could efficiently handle millions of driver interactions, including roadside assistance, stolen vehicle alert, automated crash notification, and destination assistance. The flexibility and scalability of Twilio Flex allowed TCNA to innovate quickly, adapt to changing customer needs, and maintain a leading edge in the telematics industry.

By implementing Twilio Flex, TCNA achieved significant improvements in both agent efficiency and customer experience. The switch to Flex resulted in a 13% reduction in after-call work and an 18% decrease in average monthly handle time for agents. Moreover, TCNA's customers benefited from a more seamless experience, including features like call reconnection with the same agent after disconnection. Twilio Flex's customization capabilities enabled TCNA to set up new features quickly, enhancing insights into agent performance and customer interactions. Overall, Twilio Flex empowered TCNA to elevate the drivers' experience, future-proof its technology, and maintain a meaningful relationship with its customers.