MediaTemple got emergency notifications to thousands of customers in hours with Twilio

When it comes to building trust in a hosting service, up-time and reliability are critical. Customers rely on Media Temple to communicate quickly and professionally whenever an issue arises that may impact the availability of their websites.

Getting the message there on time

When it comes to building trust in a hosting service, up-time and reliability are critical. Customers rely on Media Temple to communicate quickly and professionally whenever an issue arises that may impact the availability of their websites. Media Temple customer service must proactively contact customers via whatever communication channel will reach them the fastest.

An urgent issue required emergency downtime that would impact hundreds of Media Temple customers, all of whom needed notification within a few hours. The Media Temple customer service team felt it was important to reach each customer individually, but the size and scope of the task was daunting.

“We could have used our customer support representatives to accomplish this task,” explains Andrew Won, VP of Customer Service for Media Temple. “But that would have taken significant resources and left our support team understaffed.”