For companies, a key strategy for keeping a business running successfully involves keeping the brand at the front of the customers’ minds. For customers, loyalty and satisfaction towards a business or brand typically revolves around the question ‘Do I feel valued and engaged?’

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Customer engagement has been a buzzword for strategic business management for years, and it’s proven to be vital for brands and businesses. According to Twilio’s 2022 State of Customer Engagement Report, 98% of companies say customer engagement personalization increases customer loyalty. While the mantra "right message, right channel, right time" remains true, it is a challenging process to master.

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Twilio is making it easy. Known for democratizing channels like voice, text, chat, video, and email through APIs, Twilio provides easy access for businesses and organizations to build meaningful interactions with customers on the channels of their choice. 

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Learning not just from customer experiences, but customer data too

Twilio has spent over a decade constructing and enhancing data-enabled technology to assist companies in reaching their target audience. Now it has the toolkit that spans the entire customer journey, from marketing to sales to customer service.

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Companies around the globe spend millions of dollars on getting access to the valuable data of their customers. Twilio's Customer Engagement Platform is built on the world's leading customer data platform which provides brands access to harness and understand the beneficial customer data to make smart business decisions. Every interaction between the brand and the customer is valuable and can be analyzed to reform a better, quicker, more personal, and more interactive approach. 

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Co-founder and CEO of Twilio, Jeff Lawson, explains that every interaction is an opportunity, “The way you do this is by taking data about how customers use your product and learn from it, pay attention to it and then personalize every interaction that you have with that customer so that you are more relevant to them.”

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Twilio recently announced a new engagement application, Twilio Engage, allowing marketing and growth teams to build highly personalized marketing campaigns across the entire Twilio platform.

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Helping companies drive personalized engagement and growth

Twilio’s expertise has been recognised by various companies across sectors, such as Lyft, Airbnb, and Toyota Connected. One of the well-known companies, Fender turned to Twilio in 2017 alongside the launch of its subscription-based app Fender Play®, to optimize marketing efficiency, democratize data across the organization, increase app activations, and improve platform personalization and engagement. As a result, Twilio achieved a 29% reduction in the customer churn rate of the app and a 5% increase in active paying users. 

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Omnichannel customer engagement is not only crucial for businesses but also for non-profit organizations (NPOs) to expand their reach. That’s why the National Alliance on Mental Illness (NAMI)—an NPO in the U.S. that provides support education programs and advocacy to people in their families who are suffering from mental illness—used Twilio Flex to scale their call center and become a remote-first, comprehensive national volunteer base with extended hours.

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“With Twilio, we are able to do things we’d never imagined before, not just receive calls, texts, and chats, but we were able to remotely connect with volunteers across the country expanding our volunteer workforce from 30 to 150 people,” says Dawn Brown, the National Director at NAMI.“That has allowed us to exponentially help more and more people and choosing the channel of communication that they're most comfortable with and being accessible to us 24/7.”

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