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Twilio Flex Retail Starter Pack

Call Center Representative

Customer Service reps are often the first line of contact for retail customers seeking assistance. Providing your teams with efficient and user-friendly ways to interact with those in need of support is expensive. Off-the-shelf solutions often provide unwanted functionality and are cost-prohibitive. On the other hand, building custom solutions takes too long and is extremely costly. This is where Perficient can help.

Optimize and Accelerate Your Twilio Flex Retail Capabilities

Our Twilio Flex Retail Starter Pack provides the out-of-the-box functionality your customer service team needs to do their job without all the things they don’t need. Communicating with your customers in a way that makes sense to them will create a positive customer experience that keeps them coming back. This Starter Pack is designed to reduce cost and bridge the build-versus-buy gap. It uses multiple channels and features integrations with major shipping organizations, creating ease in the customer experience.

Once the Starter Pack has been implemented and configured, your Twilio Flex implementation will have several added channels, integrations, and features, including:


  • Email Routing with SendGrid
  • SMS
  • Twitter
  • Video
  • Voice
  • Web Chat


  • Co-browsing with Glance
  • Shipment Tracking with FedEx, UPS, and USPS


  • Callbacks and Voicemail
  • Canned Responses
  • Emoji Picker
  • Reason/Disposition Codes
  • Web Chat Nudge Behavior

How Long Do Twilio Flex Retail Implementations Normally Take?

Basic implementations take two weeks, with customized implementations available that vary in length depending on the scope of customizations and integrations required. This Starter Pack lays the foundation for future feature implementations, optimizing your contact center on Twilio Flex.

Why Perficient?

We are a Twilio Gold Partner with a team of certified Twilio Flex engineers and more than 20 years of experience delivering unparalleled customer engagement and contact center experience solutions. For more information on our Twilio Flex practice and capabilities, visit us here!

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Bryan Grech

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