How StoneCo is disrupting financial services by focusing on customer experience with Flex, WhatsApp, and AI

StoneCo is a Brazilian fintech company focused on payment processing and financial services. They offer e-commerce and point-of-sale machines, online payments, insurance, and other solutions to support hundreds of thousands of small and medium-sized companies as they grow their businesses.

When Stone wanted a unified view of all customer interactions in one place to increase agent productivity, serve customers across multiple channels, and automate improvements in their processes, they turned to Twilio Flex. Stone found Twilio’s platform to be the most customizable on the market with global reach and the ability to build extra features and functionality, such as an integration with WhatsApp and AI to better serve their customers and ultimately saw increased customer satisfaction rates.