Story
Twilio
DentsuTwilio Supports Customer Support at Dentsu
Dentsu, a communication services organization in Japan, uses Twilio Messaging from Twilio to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Customer support stays visible to adjacent teams through Twilio Messaging |
| Capability | Support agents work from the same Twilio Messaging record for support tickets |
| Capability | Support tickets can be reviewed without waiting on a personal export |
Story
Dentsu grew support tickets faster than the local tools around it. From Japan, communication services 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 Twilio Messaging put customer support on Twilio. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. Dentsu 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.
