How to convert your “phone first” support channel into a “texting first” approach using Twilio.
Appliance repair is a low margin industry. In 2016 we were increasingly frustrated with the client response times on the phone. We wanted to test B2C SMS as a communication method. We started with 1 employee on Mon and by Fri all 14 agents wanted it, so we let them all use it, they loved it, and the transformation client communications had begun.