Case Study: Twilio achieves scalable, faster technical support with Zendesk

Twilio - Customer Case Study

Twilio, a cloud communications company serving ~40,000 developer and non-developer customers, needed a top‑notch, scalable support system to match its pay‑as‑you‑go model. Because customers often trial the service before committing, fast, reliable, and technically capable support was critical for conversion and retention, and traditional email workflows couldn’t scale.

Twilio adopted Zendesk’s cloud help‑desk and used triggers, custom ticket views, macros, tags and custom fields to automate routing, surface high‑priority issues, let engineers jump into support, and capture product feedback. The result was faster, more consistent responses, better prioritization and reporting for the product team, and a scalable support operation that improved customer satisfaction and retention.

Twilio

Renee Chu

Manager of Customer Support