Case Study: Customer.io achieves personalized, data-driven SMS engagement with Twilio

Using Data To Build Customer Experiences: Customer.io Rolls Out Twilio SMS For Customer Segments

Customer.io, a behavior-driven email and automation platform, wanted to help marketers use their data to deliver timely, personalized messages across channels—especially SMS, which customers with mobile products were demanding. The challenge was to add SMS without forcing teams to write new integration code or lose visibility into how messages performed.

Customer.io built a Twilio SMS action that lets users connect their Twilio account, map phone numbers to customer segments, schedule and preview segment-triggered texts from the dashboard, and track open and conversion metrics. Implemented with a lightweight Go/.NET client and rolled out alongside Push and Slack actions, the solution made targeted SMS easy to run and measure, improving engagement and letting teams focus on crafting better customer experiences.

Customer.io

Janet Choi

Marketing Manager