Case Study: Medallia Concierge achieves real-time, scalable global SMS customer service with Twilio

Zingle Empowers Business To Deliver Real-Time Customer Service

Zingle is an international mobile customer engagement platform that helps brands deliver personalized, conversational customer service across SMS and other messaging channels. Facing the need to support reliable, two-way communications at scale, Zingle struggled with providers that had limited phone number availability, gaps in regional coverage, carrier-level quality issues, and disappearing or flagged inbound messages—problems that undermined the consistent, high-quality interactions their customers require.

Zingle chose Twilio for its global phone number inventory, carrier controls and scalability, enabling dependable SMS, Facebook Messenger and WhatsApp support and integrations with property management and CRM systems. The result: messages that no longer disappeared, faster innovation and automation of common workflows, expanded global reach, and rapidly growing engagement—message volume has reached roughly 200,000 and has doubled each quarter, helping Zingle’s customers deliver superior real-time service.

Medallia Concierge

Nathan Jovin

Senior Director of Development