Story
Twilio
Warby ParkerWarby Parker Adopts Twilio for Product Communications
Warby Parker, a consumer discretionary organization in the United States, uses Twilio Flex from Twilio to support product communications for product and growth teams.
Value results
| Category | Value result |
|---|---|
| Capability | Product and growth teams work from the same Twilio Flex record for customer messaging |
| Capability | Customer messaging can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for customer messaging |
Story
Warby Parker did not need another dashboard that nobody opened. It needed product communications to move. In the United States, product and growth teams already knew where customer messaging went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Twilio Flex 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 product communications, which is why product and growth teams live in it rather than exporting from it once a quarter.
Warby Parker can show how customer messaging is handled today. That is the value: a repeatable way to run product communications on software the rest of the industry already recognizes.
