Story
Twilio
HSBCTwilio at HSBC: Support Tickets
HSBC, a financials organization in the United Kingdom, uses SendGrid from Twilio to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Support agents work from the same SendGrid 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
HSBC grew support tickets faster than the local tools around it. From the United Kingdom, financials 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. HSBC 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.
