Customer Engagement:
The Driving Force
of Business
Twilio’s suite of tools spanning the entire customer lifecycle is helping digital-first brands forge much stronger bonds with their clients.
The e-commerce boom, part of a drive toward a digital-first society, has been one of the most important global developments of recent times, no more so than in Asia. The fast-growing continent now accounts for nearly 60% of the world’s online retail sales. Asia-Pacific e-commerce is expected to nearly double by 2025, reaching $2 trillion, according to Euromonitor International. From online retail to ridesharing and food delivery apps, the digital boom is revolutionizing the consumer landscape.
Companies and brands pursuing a digital-forward approach face multiple challenges, the most important of which is the need to connect and engage with customers on a personal level.
Yesterday’s combination of off-the-shelf solutions and reliance on third-party data creates compromise at every turn—resulting in disjointed experiences and lackluster loyalty. Additionally, newcomers to the digital space have limited experience in managing different messaging systems. For example, customers may be trying to reach a company via WhatsApp but its employees may be using SMS.
To succeed, companies must take ownership of their data, understand customers intimately, and tailor every engagement for
What they need is a platform that delivers true end-to-end customer engagement by delivering the impactful customer data, powerful communication capabilities, and unlimited API extensibility. Here, Twilio is the choice of more than 275,000 businesses and millions of developers worldwide that now build unique, personalized experiences for their customers.
It helps organizations and brands of all sizes create meaningful moments with users across the globe, move away from a one-size-fits-all messaging system, create the exact customer experience needed for their business, and build personal relationships.
Twilio’s suite of solutions encompasses communication and data management tools for every organization. These tools enable brands of all sizes to engage with customers at all stages in the customer lifecycle through context-based conversations and a data-driven approach to understanding individual preferences.
Uber turned to Twilio for superior delivery of its business-dependent text messages. Information about the driver—their star rating, phone number, and how far away they are—is sent via real-time text messages
We built the Uber experience without Twilio initially. And the problem was, people were not getting the high-quality experience we were promising. The kinds of problems we were seeing with other providers, we just haven’t seen with Twilio.
Travis Kalanick, CEO of Uber
“I sleep easier, and my engineers sleep easier because we’re not dealing with situations where it’s taking 15 to 20 minutes for a text to be delivered,” he notes. “It’s been invaluable to have a reliable service to tell folks what’s going on with their ride.”
Twilio was the exclusive technology partner for the TV show, The Apprentice: ONE Championship Edition, in which candidates competed for the chance to work directly under ONE Chairman and CEO Chatri Sityodtong as his Chief of Staff.
As the Chairman and CEO of a billion-dollar global sports media property, he needed a simple and seamless way of communicating with the candidates without juggling multiple messaging apps. APIs were the answer.
With Twilio’s APIs, I was able to engage the participants seamlessly, mentor them, and keep track of their progress whenever I had a few minutes in-between meetings
Chatri Sityodtong, ONE Chairman and CEO
To engage with the show’s audience and keep them excited for new content, an online game was created called Watch and Win. The game, which appeared on Facebook Messenger, was designed with the implementation of Twilio Autopilot that allowed developers to train a chatbot to collect data and learn to understand the audience’s natural language and communicate as if they were talking to a real person.
Digital communication is getting faster, smarter, and more synchronized with each passing moment. Brands and companies that seize the opportunity to move swiftly with the times are the ones that will benefit the most, moving forward. Twilio is working alongside individuals and customers who are not just predicting customer engagement trends but building them.
Transformative new tools include Twilio Live—a programmable platform for building interactive live streaming—and Twilio Engage, which gathers customer data in one unified view to help brands optimize unique, personalized campaigns.
With its variety of tools, Twilio can bridge the gap between businesses and positive customer engagement. In doing so, it will power the future of e-commerce and other aspects of the online world.
