Story
Twilio
Build-A-BearBuild-A-Bear Uses Twilio Segment for Support Tickets
Build-A-Bear, a consumer discretionary organization in the United States, uses Twilio Segment from Twilio to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for support tickets |
| Capability | Customer support stays visible to adjacent teams through Twilio Segment |
| Capability | Support agents work from the same Twilio Segment record for support tickets |
Story
Consumer Discretionary work at Build-A-Bear spans more than one site, even when headquarters sits in the United States. Support tickets was splitting across regional habits. Support agents asked for a shared way to run customer support without freezing local judgment.
Twilio (Twilio Segment) is what they standardized on. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. Build-A-Bear uses it as the system of record for support tickets, with support agents as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
