San Francisco, CA, USA, Feb, 2020 -- Twilio (NYSE: TWLO), a cloud communications platform, announced that Cover has selected Twilio Flex to power its customer communications. Twilio Flex, a programmable contact center platform, gave Cover the control to build a customized contact center that delivers a differentiated customer and agent user experience.
Cover sought to deliver a customer experience that matches its personalized approach. The mobile-first insurance platform customized Twilio Flex to deliver on-demand customer service.
"We were looking to be able to modify every aspect of our contact center to be the right fit for our business and our customers, and none of the other solutions we looked at were very customizable," Cover co-founder Ben Aneesh said. "Twilio Flex was the most configurable and flexible option on the market that could meet our goals—deliver on-demand customer service in a faster, more efficient, and completely customizable way, without constraints."
"As customers come back, sometimes even 12 weeks or a year later, we want to make sure that they talk to the same agent from the first interaction," Aneesh said. "We’re more of an insurance concierge where customers can simply text if they want to make a claim and complete the transaction through SMS and images, or a phone call. Twilio Flex makes this easy."
Posted by Veronica Silva Cusi, news correspondent
Create and scale voice, VoIP and SMS text messaging applications with a cloud platform.
Published: Monday, February 17, 2020
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