Case Study: Twilio achieves powerful, fast site search and improved self-service support with Elastic Site Search (Elastic)

Twilio Delivering powerful search with a fast implementation

Twilio, a global cloud communications API used by tens of thousands of developers, relied on a comprehensive getting-started knowledge base but suffered from a weak, hard-to-tune site search. The previous search returned irrelevant or null results and required heavy backend work to improve, leaving new users without an efficient way to self-serve answers.

By switching to Elastic Site Search, Twilio had a new search engine running in minutes and quickly added autocomplete, boosts, synonyms, and drag-and-drop result ranking. Support teams used built-in analytics to fix null-query results, prioritize the top 50 queries, and identify content gaps (e.g., creating a SIP FAQ), which improved UX and reduced support tickets — all without engineering overhead.

Twilio