Case Study: Lyft builds trust and delivers exceptional rider and driver experiences with Twilio Flex

How Lyft Uses Twilio Flex to Build Trust and Deliver Exceptional Rider and Driver Experiences

Lyft needed a scalable, omnichannel communications solution that could build trust and improve safety for riders and drivers as the company grew. After using Twilio for automated trip notifications and Lost and Found workflows, Lyft turned to Twilio Flex to replace a cumbersome contact center setup that forced associates to search across many data fields and channels.

Twilio Flex gave Lyft a customizable “single pane of glass” for associates, consolidating customer data and communication channels into one interface. The result has been faster, more contextual support and lower operating friction, including a 100% reduction in Lost-and-Found postage costs from the earlier Twilio automation, and Flex is being rolled out across Lyft’s 4,000 associates with about 50% already on the platform and more channels still being added.

Lyft

Jaime Gilliam-Swartz

VP of Customer Experience and Trust Operations