How Chime uses Twilio to help deliver a seamless customer service experience

Challenge

Chime wanted to provide a personalized member support experience across phone and chat and iterate quickly using analytical insight.

Solution

With Twilio Programmable Messaging and Twilio Studio, Chime built a highly personalized IVR solution for all levels of inbound support that they could quickly iterate and improve. 

San Francisco-based leader in US challenger banking Chime has experienced rapid growth thanks in large part to its focus on offering a bank account with no hidden fees, and commitment to helping its members achieve financial peace of mind.

“Everything we do is focused on creating low cost, easy-to-use financial services products with the goal of helping our members improve their financial lives,” explained Alan Bustelo-Killam, a product manager at Chime. “We are truly member obsessed, and are focused on solving the financial challenges facing everyday Americans.”

To help provide that exceptional member experience across phone and chat, Chime turned to Twilio.

“We wanted to provide a personalized support experience that solved our members’ problems, and made it clear that they were banking through a partner that had their back,” Bustelo-Killam said. “We needed a technology partner [like Twilio] that could integrate seamlessly across our stack and help us iterate quickly using analytical insights.”

A Twilio-powered solution for modern banking customers

Chime’s Twilio usage started with programmable messaging, and evolved to a highly personalized interactive voice (IVR) solution built using Twilio Studio, for all levels of inbound support.

Twilio’s ease of use and flexible integration allowed for quick iteration and improvement, Bustelo-Killiam said. The team created an integration with an A/B testing platform for faster experimentation and to gain real-time insight, and connected to the customer data pipeline Segment for deeper analysis of customer trends. Ultimately, this approach led to a 12 percent increase in customer satisfaction.

“We fundamentally believe that investing in technology that allows you to iterate is the best way to develop great member service experiences,” explained senior full stack engineer David Corson-Knowles.

“Twilio had the features we needed, and performed well in financial modeling; but most importantly, our engineers were excited to use it,” Bustelo-Killam added.

The Chime team—which is growing and seeking engineering talent interested in tackling unique challenges—continues to focus on leveraging new technologies that drive customer engagement and satisfaction, Bustelo-Killam said. Partnering with Twilio supports that by enabling rapid iteration and innovation as the company grows.