Case Study: eBay streamlines ticket buyer and seller communications with Twilio

eBay automates ticket buyer & seller communications with Twilio

eBay, through its StubHub marketplace, needed a faster way to complete ticket transactions between buyers and sellers. The company was manually calling sellers to confirm ticket availability, which slowed down sales and risked missing the short window before tickets expired. eBay used Twilio’s Programmable SMS, along with IVR and voice, to automate these communications.

With Twilio, eBay implemented an automated system that alerts sellers about pending sales and lets them confirm availability by pressing a key, even without internet access. This reduced the need for manual calls, sped up the transaction process, and helped eBay close more sales for both buyers and sellers.

eBay

John Whelan

Director of Customer Service