Evoluservices transforms your customer service with Twilio

Evoluservices, a payment solutions company with more than 20 years of experience in the market, transforms its infrastructure and customer service strategy with a project carried out with Twilio, a customer engagement platform that provides personalized and real-time experiences for today's leading brands. The success story of this partnership has recently guaranteed companies the ABT Award, the largest award in customer relations in Brazil.

The project, started in 2023, already has positive results, visible in the comparison of the first four months of 2023 with the same period of 2024. Since the implementation of Twilio solutions, both customers and agents have already noticed improvements. The percentage of dissatisfied customers has fallen by almost three percentage points. Half of all agents report that the customer identification process has become easier and that integration with CRM has allowed them to provide a better service. In addition, 65% of agents report that active messages are better and easier thanks to the addition of the pause function.

Most Evoluservices customers are in the healthcare industry, but the company has a diversified portfolio, offering payment products in various sectors and in various models. Its customer relationship area represents an extremely important part of its activities. “Twilio and Evoluservices are 100% committed to improving the customer experience.Twilio solutions are fully focused on enabling communication to be clearer, more efficient and, above all, personalized and engaging. This collaboration between Evoluservices and Twilio was the ideal combination, as we both work to build better experiences with Vivilio LATAM.

Evoluservices has more than 30 thousand clients served throughout Brazil. The project developed with Twilio aims at omnichannel and has adopted Twilio Flex and Twilio's WhatsApp Business solution as front lines of customer service. Thanks to the stability of the basic infrastructure and the analysis possibilities provided by Twilio Flex, the company is already beginning to better understand the niches and subniches of its customers, being able to think of actions that focus on offering better services specific to each type of group.

The sectors responsible for the contact with the client use, for the most part, the proactive contact. “Before the implementation of Twilio solutions, when this active contact was made, often the client was not available, and this caused an obstacle in the service, since the agent had to wait for the client to respond. Because of the 24-hour window, stipulated by the goal of the agents, this conversation was lost, having to enter the initial queue again, which was terrible. This caused disruptions in the conversations, hindering the client had a continuous conversation and an excellent service experience. Thinking about this, Evolus attended to the client