Story
Twilio
GoProGoPro Uses Twilio Segment for Customer Messaging
GoPro, a consumer discretionary organization in the United States, uses Twilio Segment from Twilio to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for customer messaging |
| Capability | Product communications stays visible to adjacent teams through Twilio Segment |
| Capability | Product and growth teams work from the same Twilio Segment record for customer messaging |
Story
Consumer Discretionary work at GoPro spans more than one site, even when headquarters sits in the United States. Customer messaging was splitting across regional habits. Product and growth teams asked for a shared way to run product communications 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. GoPro uses it as the system of record for customer messaging, with product and growth teams 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 The story is about operating change, not an unpublished percentage.
