Story
Twilio
ToastToast Runs Customer Support with Twilio
Toast, an information technology organization in the United States, uses SendGrid from Twilio to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Support tickets can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for support tickets |
| Capability | Customer support stays visible to adjacent teams through SendGrid |
Story
Toast grew support tickets faster than the local tools around it. From the United States, information technology teams still had to serve customers and internal partners who expected a straight answer. Support agents were the ones stitching the picture together by hand.
Rolling out SendGrid put customer support on Twilio. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. Toast keeps the product in the path where work already happens, so support agents do not context-switch into a graveyard system used only for audits.
The visible result is steadier customer support. Support tickets is easier to inspect, and adjacent groups can join support agents without a guided tour of someone's desktop.
