Case Study: Twilio achieves fast, relevant knowledge-base search and fewer support tickets with Swiftype

Twilio - Customer Case Study

Twilio, a global cloud communications API used by thousands of developers, faced poor knowledge‑base search that returned irrelevant results and required heavy engineering effort to improve, so search was rarely relied on by users or staff.

After switching to Swiftype, Twilio had a working search engine in minutes, added prominent autocomplete, and used a drag‑and‑drop dashboard to tune results for top queries and fill gaps that previously returned no results. Analytics also revealed high demand for SIP content, prompting a new FAQ that reduced SIP support tickets—improving case deflection and lowering support burden without additional engineering.

Twilio

Joshua Atkin

Sr. Technical Support Engineer