Story
Twilio
Advocate HealthAdvocate Health Uses Twilio Segment for Support Tickets
Advocate Health, a health care organization in the United States, uses Twilio Segment from Twilio to support customer support for support agents.
Twilio is how Advocate Health keeps support tickets visible to people who have to act on it.
“Inside Advocate Health, customer support used to depend on whoever still had the latest file.”
“Support agents needed a system that would still make sense after the original project team moved on.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | Support agents work from the same Twilio Segment record for support tickets |
| Capability | Support tickets can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for support tickets |
Story
Inside Advocate Health, customer support used to depend on whoever still had the latest file. That pattern is common in health care groups working out of the United States. Support agents needed a system that would still make sense after the original project team moved on.
Advocate Health uses Twilio Segment from Twilio as the working layer for support tickets. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. The practical change is simple: customer support has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Advocate Health gets from Twilio is a durable place to run customer support and a way for support agents to see the same support tickets at the same time.
