The majority of Cover’s customer communications take place via text using Twilio Flex’s Salesforce CTI (Computer Telephony Interface), a customized instance of Salesforce integrated with Twilio Flex.

Based on an internal survey of its sales and customer service advisors, Cover developed a list of features and capabilities to build and tasked its product team to design the UX with Twilio Flex. Over the course of its development, Cover was able to constantly inspect and iterate on their design to finetune the customer and agent experience. Today, Twilio Flex allows real-time feedback between Cover’s sales managers and customer service advisors, and provides key call metrics.

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When a call or text comes through the platform, it automatically populates all of the data that advisors need, and syncs information from the call to Salesforce. As a relationship-centered business, it was important for Cover to create continuity in their customer experience.

“As customers come back, sometimes even 12 weeks or a year later, we want to make sure that they talk to the same agent from the first interaction,” Aneesh said. “We’re more of an insurance concierge where customers can simply text if they want to make a claim and complete the transaction through SMS and images, or a phone call. Twilio Flex makes this easy.”

As desired, Cover can change any aspect of their new contact center as often as they want, and deploy changes instantly to stay ahead of changing customer demands. Flex allows Cover’s advisors to serve more customers in less time, helping the company deliver on its mission to provide a seamless, personalized customer experience while offering the best insurance rates.

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