Scaling Customer Chat across Platforms with 1-800-Flowers.com
The rise in social media, messaging, and conversational commerce apps over the past few years has substantially increased the breadth of potential touchpoints and communication channels for customers to interact with brands. While this has opened a number of new mediums for content and marketing, it has made it difficult for brands to maintain consistent communication across this disparate ecosystem. We’ll cover how 1-800-Flowers.com leveraged Twilio’s Studio, Autopilot, and Flex products to create a scaleable solution to customer chat across platforms. Note: This session will air a second time for our Asia, Pacific and Japan audience on October 2 at 11:30am SGT.
Amit Shah, Stephen McDonagh