Keep your customers informed via text using Twilio
Overall Satisfaction with Twilio
We use Twilio to send text messages to customers and partners about their bill, progress on their injury cases, etc. We use that across the company but Twilio's use is heavier in some departments than others. In this day and age, customers want to be kept informed of status of their case/complaint. Customers want to know when a bill is generated, when a bill is paid and more. Twilio's SMS API allows us to keep customers informed and that increases their trust in us.
Pros
- Easy.
- Reliable.
- Mature.
Cons
- Requires advanced skills.
- IT needs to be involved.
- Customer satisfaction improved.
- Calls from customers to our service center reduced.
Do you think Twilio delivers good value for the price?
Yes
Are you happy with Twilio's feature set?
Yes
Did Twilio live up to sales and marketing promises?
Yes
Did implementation of Twilio go as expected?
Yes
Would you buy Twilio again?
Yes
Using Twilio
5 - Three different business units utilize Twilio - one unit is focused on Business Operations, another is IT, and the most important is case management business unit that assesses loss claims and provides advocacy. This latter group uses Twilio to keep claimants - that is the person who suffered a financial loss - informed about their case through automatic notification. They, however, do not do this work manually. They utilize IT department, that utilizes Twilio's automation tools such as APIs to deliver message to the claimant. The business operations team is made aware of communication so that they can reasonably respond to a claimant who has questions about the communication they received.
2 - Twilio does not require much support. Once IT wrote the code for communications, there wasn't much of a need for anyone to touch that integration. The business unit(s) support Twilio by making payments and IT does routine checks on messages going through Twilio. We already had software development/programming skills. Twilio's APIs made it easy for us to use our existing programming skills to integrate with Twilio and focus on communicating with customers.
- Initial contact with a customer
- Keeping customer informed
- Getting feedback from customers
- Two-way communication with customers
Comments
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