Heaptalk, Jakarta — The existence of the Covid-19 pandemic is a challenge for many business sectors, primarily offline. The reason is, people’s shopping behavior has shifted entirely online. This effect makes many brands have to rack their brains and find ways to survive. Businesses are also required to switch to online sales immediately.
With the number of online businesses coupled with offline businesses that then switch to online, business competition is getting tighter. Therefore, various strategies are needed so that businesses can face this challenge. One of the crucial keys to a high level of competition is strengthening its engagement to the customer via digital.
Jeff Lawson, Co-Founder & CEO, Twilio, shares the growth hacking tips to the media on 24 February 2021, during the online session entitled “Digital Acceleration – Moving from Physical to Digital.” He said that the business sector, including both the big and Micro and Small Medium Enterprises (MSME) levels, should focus their service more on consumers’ centric to win the market.
Moreover, coupled with a situation requiring business people to pivot due to shifting trends, there needs to be a new, more mature approach to reaching consumers. At the same time, this approach also needs to be supported by performance in terms of technology.
“Because what we are going to face is the way consumers interact with us, or simply called as ‘consumers engagement’, where the methods consist of one-on-one interaction, one-to-many interaction, and many-to-many interactions. The third one also needs to be considered so that brands can know their positioning when the brand is discussed at the level between communities,” explained Lawson.
Thus, as a communications company founded 13 years ago, based in San Francisco, California, Twilio helps businesses through the cloud communications platform as a service (CPaaS) to improve consumer engagement performance. Basically, Its technology allows software developers to programmatically make and receive phone calls, send and receive text messages, and perform other communication functions using its web service APIs.
Recently, Twilio has introduced the latest advantages of its technology, allowing increased connectivity between business people and customers. The app is now becoming more “get-connected” where the technology can be applied to conference platforms, which is the most significant demand from the end customer side in various sectors, including retail, healthcare, services, and education.
Twilio has collaborated technologically with several companies such as Jrni for the retail sector, MDLive for the healthcare sector, and Volunteer Vision in the community-based education sector. It proves that the app is ready to build better business resilience during the vast shift in the market.
And for the business sector, they can then strengthen the trust with the consumers by building an efficient engagement process. For example, For businesses that run a B2B model, Twilio technology supports the client’s user experience in several important processes, including knowledge sharing, consolidation, and evaluation. The process is very efficient, where users can find meeting agendas through their devices, both website or mobile app, and then do registration there. After that, the user will get reminders of the event, and when the time comes, they can join the room and interact with the host.
This experience is also very supportive for businesses to conduct one-to-many interactions, such as for market education, branding, and creating awareness in an online video event. As participants, consumers can see both the life and the recorded version, with an interactive experience like leaving comments and joining the conversation.
