Case Study: Chime (U.S. challenger bank) achieves a 12% increase in customer satisfaction and seamless customer service with Twilio

How chime uses twilio to help deliver a seamless customer service experience

Chime, a fast-growing San Francisco-based challenger bank focused on low-cost, easy-to-use accounts and member-centric financial services, needed to deliver a seamless, personalized customer support experience across phone and in-app chat. The company sought a technology partner that would integrate cleanly with its stack, enable rapid iteration, and provide analytical insights to continually improve service.

Chime implemented Twilio programmable messaging and a Twilio Studio–built IVR for inbound support, paired with an integration and A/B testing platform and customer-data analysis via Segment. This setup sped experimentation and real-time insight, drove a 12% increase in customer satisfaction, and enabled engineers to iterate quickly as Chime scales and continues to innovate.

Chime

Alan Bustelo-killam

Product Manager