Case Study: Yesware reduces support tickets and improves retention with Twilio Segment and Amplitude

How Yesware used Twilio Segment and Amplitude to retain customers and decrease support tickets

Yesware, a sales productivity solution for Gmail and Office 365, was looking to improve the user experience across its product and reduce support tickets, which it saw as a key sign of customer success. However, the team lacked a full view of customer behavior to identify where users were getting stuck, so it turned to Twilio Segment and Amplitude to better understand usage and pain points.

Twilio helped Yesware centralize customer event data in Amplitude, track product and user-flow changes, and monitor results through dashboards and support metrics. By making incremental, data-driven improvements, Yesware achieved a 22% decrease in support tickets overall, including up to 40% fewer tickets in focused areas like the Campaigns feature.

Yesware

Inessa Lurye

VP of Product Management