Case Study: Frame.io reduces support ticket resolution time by 80% with Twilio Segment Personas

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

Frame.io, a professional video software company, was struggling to deliver personal customer support and consistent marketing because it couldn’t easily combine customer data into a single, complete history. With Twilio Segment Personas, the company needed a way to unify activity across devices and channels and create a “single source of truth” for both support and growth teams.

Twilio implemented Segment Personas to automatically build user profiles, enabling support agents to quickly find events, properties, and errors tied to a customer issue and letting marketing teams sync audiences across tools. The results were strong: Frame.io reduced complex ticket handle time by up to 80%, cut campaign coordination time by 50%, and saw personalized campaigns perform 50% better.

Frame.io

Kyle Gesuelli

VP Growth & Analytics