Twilio Enhances Customer Support with Zendesk's Cloud-Based Help Desk Software
Customer Company Size
Mid-size Company
Region
- America
Country
- United States
Product
- Zendesk
Tech Stack
- Cloud-based Help Desk Software
- Automated Workflows
- Macros
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
- Digital Expertise
Technology Category
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Software
- Professional Service
Applicable Functions
- Business Operation
Services
- System Integration
- Software Design & Engineering Services
About The Customer
Twilio is a cloud-based communications company that provides its 40,000 customers, a mix of developers and non-developers, with basic building blocks for building voice and text messaging capabilities into their web apps, regardless of their level of technical experience. The company is known for its high-growth and web-based nature, requiring a robust and flexible support system to cater to its diverse customer base. Twilio’s customers often start with trial credits and only invest more once they have built something useful, making the initial support experience crucial for customer retention and satisfaction. The company’s support team is structured to handle very technical questions, with a mix of dedicated agents and engineers who can jump in as needed.
The Challenge
Most of Twilio’s customers start out with a certain amount of trial credit and then start hacking away. It is only when they have built something useful that they decide to invest more in Twilio. So it is critical that the company’s support team helps all of its customers build something as quickly and seamlessly as possible, otherwise it’s a bad reflection on how easy Twilio is to use. Twilio wanted to make sure its help desk solution offered the same flexibility and reliability it provides as a cloud-based company. This is one of the reasons why they chose Zendesk, and have been using it since November 2008. The company needed a system especially designed for customer support, as email wasn’t going to be a scalable way to respond and keep track of support requests. Additionally, Twilio’s support team had to handle very technical questions, which required a unique structure and a scalable solution.
The Solution
Twilio chose Zendesk as its help desk solution to ensure flexibility and reliability. Zendesk’s cloud-based nature meant that Twilio didn’t have to install anything, which was crucial for a company with evangelists based all over the country. The support team began using Zendesk’s triggers, customizable automated workflows, to direct tickets to the right people based on their expertise. Agents also have customized inboxes for their tickets to ensure they never lose track of support requests. Triggers help surface high-priority tickets, making agents more productive and ensuring timely responses. Macros are used to create template answers for frequently asked questions, allowing agents to quickly and easily respond to common queries. Twilio also employs customized ticket views for those on support duty, providing an actionable list of all support requests needing a response. Tags are used to funnel valuable product feedback from customers to the product team, consolidating feedback into a report that is easily digestible.
Operational Impact
Quantitative Benefit
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