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Pyrmont, NSW, Australia, Oct 5 2021 -- Twilio (NYSE: TWLO), a cloud communications platform, announced that it enabled Zoom2u (ASX: Z2U), an Australia-wide marketplace that connects customers to couriers, to provide a great customer experience during the global pandemic.
When the global pandemic hit last year, Zoom2u decided to close its contact centre office in Manila and shift the team to working remotely instead. "This had no impact on our customer service, because we had a fully integrated phone system with Twilio. Our team was able to take calls and messages using their laptops at home," said Steve Orenstein, founder and CEO at Zoom2u.
Zoom2u has seen a significant increase in customer orders since the global pandemic began. Lockdowns in Australia have meant more people are shopping online and the pressure on Australia Post has meant deliveries are taking longer to arrive.
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Twilio’s Phone API system has enabled Zoom2u to scale its business and work remotely across different countries and regions more easily. The Zoom2u customer service team can see in real-time how their contact centre is operating, including being able to monitor agents’ performance as well as call volumes throughout the day to ensure they are adequately resourced where necessary. First time pick up rate has also improved, with 95% of calls to Zoom2u now answered within 20 seconds.
Kristen Pimpini, Regional Vice President ANZ at Twilio said, "We’re thrilled to team up with Zoom2u to help drive even faster and more reliable communication between businesses, delivery partners, and their customers. Like Zoom2u, we pride ourselves on creating meaningful, easy and personalised experiences for our customers, something we know is important to them. Twilio’s recent report found that 82 percent of Australian businesses stated that digital communications are critical to their organisation after the pandemic. It also found that 90 percent of Australian business leaders say customer engagement increased during COVID-19. It has been a privilege to support Zoom2u in Australia and we wish them every success."
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.twilio.com
About Twilio:
Create and scale voice, VoIP and SMS text messaging applications with a cloud platform.
Published: Thursday, October 7, 2021
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