Case Study: Frame.io achieves 80% faster support ticket resolution with Segment Personas

How Frame.io used Twilio Segment Personas to reduce the time to resolve customer support tickets by 80%

Frame.io is a professional video collaboration platform (founded in NYC in 2015) used by teams and creative pros to review and edit video together; it serves roughly 50,000 monthly self-service and enterprise users and 400,000 professionals overall. The company struggled to compile disparate data into a single customer view, forcing support agents to pull engineers into log searches and causing slow ticket resolution, while marketing faced inconsistent cross-channel messaging because different tools had different segmentation capabilities.

Frame.io implemented Personas to unify identity and build person-level profiles, traits, and audiences that push to their marketing and support tools. Support agents can now see user event histories directly—cutting handle time on complex tickets by up to 80%—and the growth team runs synchronized, automated campaigns that reduced campaign coordination time by 50% and deliver roughly 50% better results, with improved activation and enterprise targeting.

Frame.io

Kyle Gesuelli

Head of Growth