Thinking that we are a company that is in constant growth with talent located around the world, we must seek strategies that allow us to expand all the knowledge we have globally to be able to meet the challenges of the market regardless of our location and thus provide the best customer experience, deliver the greatest possible value to our customers, and increase growth opportunities for the people who are part of Perficient. This is what we call Global Depth.

The Customer Experience

In today’s digital world, it is important to ensure that companies provide their customers with the best experience through communication channels that allow them to interact and solve their needs quickly and easily, ensuring automated processes that open the possibility to customize the attention according to the profile of each one, and in the same way that allows them to scale according to the need and growth of their business. 

Twilio

This is where Twilio becomes a very attractive alternative since its solution includes all of the above mentioned and precisely because of these features, today, it is one of the leading tools in the cloud communications space that has been adopted globally, transforming customer experience from startups to large companies serving different types of industries.

Twilio, through its versatility and flexibility, guarantees the ability to adapt to all types of users, from those who prefer to make requests through WhatsApp messages or text messages, to those who would opt for videos or emails, to the more traditional user who prefers to use phone calls to get the service they need, providing a seamless experience that responds to the profile of each user. 

This is how all these alternatives that allow companies to individualize the process and attention to each of their customers, ultimately translate into loyalty of people to those who provide them with a service, or a product and it is at this point where you can see the value of adopting these technologies that impact the growth of business. 

Partnering with Perficient

At Perficient we recognize the importance of being a strategic ally for each of our customers and the customer experience they offer, that is why we are constantly looking for different alternatives that allow us to achieve the goal of providing the best service experience to its users through tools that are flexible, scalable, that allow easy integration with other types of systems, that optimize decision making and above all that are in constant innovation. 

With Twilio’s capacity developed in the US we have been able to reach leading clients in different industries, an example of this was in the construction industry where we were able to implement a contact center solution that included chat and voice calls, allowing our client to assist their users with any inconvenience they might have. This implementation allowed us to automate manual processes in which it was not easy to keep track of the status of each case and to have statistics on the type of problems reported, those that had been resolved, etc. In addition, they were able to guarantee the tracking of all the reports made and with this, the attention to all the requests. 

Collaboration

Continuing to pave the way and gaining knowledge in customer experience interests us as a company, that is why we started a collaborative work with Twilio experts we have in the US and we did the exercise of analyzing the industries and customers with whom we were working at that time and we could make some implementation, the type of challenge that people were facing to define what were those prerequisites in terms of background that should have those who started the training process and given this, we concluded that we should start with people with experience in NodeJS technologies mainly, but also with knowledge in React, the mastery of JavaScript as a language was very important. 

In October 2021 we started the training with 2 people to be certified in Twilio Flex, which is the platform for contact center implementation offered by Twilio and is where we currently had the greatest opportunity to deploy people to apply the knowledge learned during the training. But as it usually happens on many occasions, it was not in the first attempt that we would achieve the goal and despite the effort invested at that time, in the end, we did not achieve that people could put into practice what they learned during the certification process in a real project and the plan was left on stand by for a while. After a few months of pause, we resumed the plan, we trained a couple more people who managed to obtain the fundamental certifications (Twilio Platform and Twilio Flex) and in this opportunity, we were able to confirm their participation in a project doing simple maintenance that allowed them to consolidate the acquired knowledge. 

Today we have around 15 certified people from Latam, 13 of whom are in a project applying the knowledge acquired by migrating a legacy contact center to Twilio Flex in the Health industry and in this way, we are making sure that our customers have the best experience from any corner of the world from where we operate in Perficient. 

If you want to learn more about Perficient’s success with Twilio, read here.