Case Study: GoCardless achieves exceptional customer service and streamlined call tracking with Twilio Voice

Gocardless Provides Exceptional Customer Service with Twilio Voice

GoCardless is a London-based online direct-debit payments company (founded 2011) that processes over $1B in transactions annually for 16K merchants across 22 countries. Rapid growth created a pressing need to streamline how customer calls and feedback were handled so the team could maintain its focus on exceptional customer support.

A developer integrated Twilio Programmable Voice to record calls into Postgres, tag and log interactions, and add computer-based calling quickly, enabling review and coaching to improve support and sales quality. Outsourcing telephony to Twilio let GoCardless focus on its core direct-debit product instead of running phone systems, simplifying operations and supporting continued scale.

GoCardless

Tom Blomfield

CEO