Case Study: TourRadar scales international trust and 24/7 omnichannel support with Twilio

Tourradar Serves Globetrotters and Scales Trust Internationally With Twilio-powered Omnichannel Communications

TourRadar, a Vienna‑based marketplace for booking multi‑day tours, needed a way to reassure customers and manage a surging volume of calls as the company scaled from a handful of staff to 260 employees and a global customer base. Travelers frequently phoned to verify legitimacy and get booking help, so TourRadar required local phone numbers, reliable 24/7 support, and an international routing solution that didn’t depend on agent location.

By building an omnichannel communications stack on Twilio (IVR, Programmable Voice, Conference, TaskRouter) and Twilio SendGrid for email, TourRadar launched a global contact center with ~90 support agents, quick proof‑of‑concept development, and localized calling that boosted trust, cut costs, and improved customer service. The team now sends about 10 million personalized emails monthly, maintains above‑average NPS, and is expanding into messaging, multilingual support, and further international growth.

TourRadar

Alberto Azambuja

Product Manager