Case Study: Track.co boosts customer satisfaction and NPS with Twilio

Track.co transforms after-sales with analytical data via Twilio’s platform

Track.co, a Voice of the Customer platform focused on turning customer feedback into business strategy, needed a more reliable, scalable, omnichannel way to collect after-sales insights across geographies. The company relied on Twilio’s platform—especially WhatsApp Business API, SMS, and SendGrid—to overcome communication limitations and reach customers through their preferred channels.

With Twilio, Track.co built a fast, integrated feedback infrastructure that improved response collection and customer experience. Track.co reported a 40% WhatsApp feedback response rate, a 55-point NPS increase when using conversational channels, and that 85% of customers moved from dissatisfied to satisfied on average, with some brands improving NPS by 15 points over two years.

Track.co

Tomás Duarte

CEO and Co-Founder