Twilio $TWLO webinar on how to help businesses better engage customers.
Flex product demo and hearing from Standard Charter on how they use Twilio to improve customer experience (CX).
Updating my learnings in this thread as it goes along.
Customer behavior has shifted.
Engaging consumers digitally and providing that customized experience is important.
They expect the same experience regardless of the channel of contact.
70% of consumers in Asia prefer self service.
Frictionless contact becomes extremely important.
Many companies still haven't gone fully omnichannel.
Data silos cause customers to always have to repeat their problems/needs several times with different channel.
A customer journey involves different contact points.
A non-synchronized channel results in a higher customer dropout rate.
Following up with conversations is key to acquiring/retaining customers.
A nonunified platform will cost you your customer!
Customer service usually has high attrition because it is difficult to navigate through legacy platforms.
Modernization and making their jobs easier is key.
A unified view provides you with data on your customer's journey.
With different contact points and siloed data, sales and marketing teams have different agendas.
Non-holistic customer engagement.
CDP is not another repository.
It helps break down data silos, ingest the data, cleanse the data, and make it actionable!
Marketing can run better campaigns, sales can communicate better.
62% of companies in Asia are still on a legacy model.
But they're shifting to cloud overtime.
Very expensive to run a contact center on legacy platforms.
From proof of concept all the way to execution.
Stifles innovation and it is expensive.
Customers' expectations have risen.
Need to deliver a customized experience.
Twilio Flex contact center solution.
Single platform to contact your customers in every way: SMS, phone, WhatsApp, FB messenger, Viber, WeChat, Telegram, Instagram, etc.
It's able to handle any messaging channel!
Set up your contact center in a matter of minutes.
Connect with your customer on any channels they like: Whatsapp, SMS, email, Telegram, phone, IG, etc.
Routing task and logic goes through seamlessly through all channel.
Supervisors can monitor activity and join in any conversations whenever the staff need help frictionlessly.
Bot is able to retrieve customer's historical data and respond automatically in a smart manner.
Not a cookie cutter respond.
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