Story
Twilio
Viking CruisesViking Cruises Runs Customer Support with Twilio
Viking Cruises, a consumer discretionary organization in the United States, uses SendGrid from Twilio to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Customer support stays visible to adjacent teams through SendGrid |
| Capability | Support agents work from the same SendGrid record for support tickets |
| Capability | Support tickets can be reviewed without waiting on a personal export |
Story
Viking Cruises did not need another dashboard that nobody opened. It needed customer support to move. In the United States, support agents already knew where support tickets went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
SendGrid from Twilio is now in that path. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. The company treats it as production tooling for customer support, which is why support agents live in it rather than exporting from it once a quarter.
Viking Cruises can show how support tickets is handled today. That is the value: a repeatable way to run customer support on software the rest of the industry already recognizes.
