Twilio Support — Services for Twilio and Segment Customers

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Twilio Segment’s goal is to enhance data-driven customer relationships, so they provide a multitude of services and resources to help marketers make well-informed decisions. These include support plans and an ecosystem of partners, including Stitch.

Optimizing Your CDP with a Partner

Twilio Support offers a range of resources and services to help businesses optimize their customer engagement and data integration with Twilio and Segment platforms. They provide troubleshooting materials, support plans with varying levels of assistance, and access to a network of partners and experts. Twilio's goal is to enhance customer relationships and offer personalized solutions for businesses through its comprehensive support offerings.

Twilio Support

Twilio is one of the leading customer engagement platforms utilized by thousands of businesses across the globe. Twilio customers understand the value of customer engagement initiatives and seek to improve their general efficiency as well as develop highly targeted strategies to increase personalization efforts across every channel. Vying for the attention of your organization’s customers is becoming an increasingly competitive endeavor, and many companies finding success are the ones able to find adequate customer data and customer engagement synergy. 

In addition to the numerous Twilio Support resources that are available online, there are also many advantages to working with a Twilio partner, since they already have the experience and practice working with the Twilio platform. 

Twilio Support is an extension of Twilio's robust customer service offerings – there are a variety of resources available to those looking to make the most of Twilio’s platform and products. There are a number of free and accessible resources like FAQs, guides, tutorials, blog posts, and other helpful documents that can provide troubleshooting assistance and other guidance about Twilio products and services. There are also several resources available to address questions about billing, pricing, and buying or releasing phone numbers as well. 

Resources like Twilio Status provide real-time information about any service interruptions or anomalies that may occur during service across each global region Twilio serves. You can find out information about issues related to Twilio software as well as issues outside Twilio’s Network. Twilio Status also posts information about planned or scheduled maintenance days in advance to allow you time to prepare or at least adequate notice of the possibility of interrupted service. 

Twilio Support Plans

Twilio offers a variety of unique Twilio Support plans to provide different levels of assistance based on your organization’s specific needs. You can change plans at any time to scale with your operation, and for paid plans, payments are calculated on a monthly basis. Every account has access to the Developer Plan free of charge – the Developer Plan comes with API status notifications as well as email support. Production Plan accounts can expect to pay 4% of their monthly spend (or a $250 minimum) and have access to guaranteed response times and live chat support in addition to Developer Plan features. The Business Plan costs 6% of your monthly spend (or a $1,500 minimum) and includes all of the previously mentioned features as well as phone support. 

The highest tier of Twilio Support is the Personalized Plan, which costs 8% of monthly spend (or a $5,000 minimum). Personalized Support Plans have access to all of the previously mentioned features in addition to a technical account manager, support escalation line, and a quarterly status review. Additionally, Personalized Support Plans require a long-term engagement with a minimum of 12 months commitment. 

In order to contact Twilio technical support directly, the party must first submit a Twilio support ticket. Depending upon your level of plan, you may be able to utilize the Twilio customer support chat feature, which is available to Production Plans and above. Similarly, Production Plans and above also have access to guaranteed response times, which can vary based on the priority you assign the ticket at the time of creation. Times may vary somewhat but they generally range from responding within 9 business hours to under one hour in some situations. Business and Personalized plans also have access to 24/7 support when it comes to high-priority tickets. 

But Twilio’s Personalized Support goes above and beyond where other plans don’t – in addition to the numerous services provided, Twilio also has a sprawling network of partners, consultancy bodies, and Twilio experts that can provide additional support or guidance along your journey to achieving greater customer data integration with customer engagement. 

Twilio Personalized Support

Twilio Personalized Support Plan is the highest available tier plan offered by Twilio Professional Services. Those with the Twilio Personalized Support Plan have access to numerous additional resources beneficial for developing better customer engagement practices. Twilio services also offer organizations the opportunity to provide more personalized engagements throughout the customer journey.

With some of the most capable data aggregation and analysis platforms in the industry, it can be easy to see why thousands of organizations from every market around the globe trust Twilio and Twilio partners to satisfy their customer data and customer engagement needs. Does your organization rely primarily on email marketing strategies? Twilio SendGrid sends 100 billion emails each month with a median email delivery of 1.9 seconds. Does your business have SMS marketing needs? Twilio Messaging offers platform users the chance to utilize high-quality messaging techniques to develop better, stronger relationships with their customers. In addition, Twilio Segment can help your organization combine a successful customer data platform with customer engagement initiatives to develop robust customer relationships and broaden potential revenue streams. Twilio Segment can provide real-time customer data to be analyzed and utilized in the development of personalized communication techniques to help improve overall customer engagement initiatives.

As more businesses work on data aggregation and integrating data analysis into their platforms, those same businesses begin to truly understand the value of using data to inform customer engagement initiatives to both improve overall customer relations and potentially reach out to a broader customer base as well. And in the modern marketplace, many consumers want to buy from brands they feel they know and trust. In order to help your customers get to know your organization and build trust in your enterprise, your marketing team has to develop an efficient and targeted customer engagement initiative on their preferred channels. 

Communication is at the root of all relationships, and that includes customer relationships – and Twilio can help your organization power personalized engagements with trusted global communications methods to connect you directly to your customers. Modern customers are savvy buyers and the competition for their time and attention is fierce. By utilizing the Twilio Customer Engagement Platform, your organization can combine APIs for virtually any digital channel, access first-party customer data, and access a global infrastructure to help support your operations at scale. 

Not all data is created equally; in some cases, depending upon the complexity of the situation, it can take months or even years to collect relevant and accurate data. Twilio Engage empowers businesses to personalize every interaction by relying on real-time data. Twilio solutions can help your organization increase lifetime value while simultaneously reducing customer acquisition costs. As consumer demands continue to increase, businesses will increasingly come to rely on data to improve engagement, but also to stay relevant in a data-driven global marketplace.

Your organization can also receive personalized support from a Twilio partner or Segment partner – especially a consultancy firm that has lots of experience with Segment professional services and Twilio products. For personalized support with tasks like implementation to optimization, a Twilio or Segment partner may be one of the best resources for assistance with developing strategic solutions and technical expertise. 

Twilio Resources

In addition to the numerous Twilio resources and Twilio documentation provided by Twilio Support, there are also dozens of courses and resources available as a part of Segment University as well – Segment documentation, courses on topics from intro-level materials to advanced features, and more. Enhance your organization’s present services with Segment certification and additional customer data insights. 

Segment University has numerous courses and workshops offering insights into a wide array of subjects. Some courses include: ‘SQL Traits’ where you can learn how to access account and user profile data from your organization’s database into Segment and then pass that data along to its destinations, and ‘Debugging and Troubleshooting’ where you can learn how to debug and troubleshoot any issues you may encounter using the Segment platform, among dozens of others.

In addition to Segment University, there are hundreds of helpful documents and guides you can access via Twilio’s Support page. You can access dozens of blogs, articles, tutorials, and how-to guides. If you have questions about general debugging applications, there’s an article with some general information about utilizing Twilio’s Debugger tool. If you want to access information about how Twilio’s free trial works, there’s a quick-start guide that provides essential information about sign-up procedures and what features will be available. There’s also a search feature so you can find exactly what you’re looking for without having to contact a customer service representative. Additionally, you can also study for and achieve certain certifications using Segment University.

Twilio’s Support plans also provide users with access to various channels of customer support in the event that your issue is not readily addressed by any of the available troubleshooting materials online. Paid support plans come with guaranteed response times and Twilio’s Personalized Support Plan even provides a technical account manager who knows the history of your account and the details of your setup to ensure fast and responsive remedies for any issues that may arise. 

You may also consider working with a Twilio partner or a Twilio consultant since their insight into the platform and its numerous advantages and idiosyncrasies can prove to be invaluable when you are organizing more capable customer data and customer engagement practices for your organization.

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