Case Study: Dell achieves increased online sales and reduced support escalations with Twilio SMS

Dell Generates More Online Sales With Sms Alerts

Dell, a major eCommerce retailer, needed a faster way to keep customers informed during peak shopping periods like Black Friday. Email and phone outreach often failed—messages went to junk or calls hit voicemail—leading to stalled purchases when credit card holds occurred and a high volume of order-status inquiries that drove up support costs.

Dell implemented Twilio SMS in four weeks to send immediate order-hold alerts and shipment-tracking messages worldwide. The real-time texts helped customers resolve payment flags quickly, reduced support escalations and costs, and increased online sales by preventing lost orders while improving overall customer satisfaction.

Dell

Amer Chowdhry

Senior Product Manager - eCommerce Platform