Twilio (TWLO) serves over 349,000 active business customers, including major brands like Airbnb, Lyft, WhatsApp, and Panera Bread, by providing APIs for SMS, voice, and email communication. The company is actively integrating "Customer AI" to enhance engagement, with a strong, growing customer base using its platform for personalized, secure customer interactions, including a 108% net revenue retention rate as of Q4 2025.
Key Customer Verticals and Use Cases
- Technology & Service: Airbnb and Lyft use Twilio for, respectively, user communication and driver-rider messaging.
- Retail & Hospitality: Panera Bread utilizes Twilio for contactless services.
- Sports & Entertainment: AEG (LA Kings, Crypto.com Arena) uses Twilio Segment and messaging for personalized fan engagement.
- Customer Support: Twilio Flex provides a customizable contact center platform used by various enterprises.
Customer Base Highlights
- Scale: Over 349,000 active customers and, in some contexts, mentioned as having millions of developers.
- Growth: The company’s "Customer AI" tools are driving new customer acquisition, partnering with Amazon (SageMaker) to enhance data capabilities.
- Retention: A 108% net retention rate in Q4 2025 shows existing customers are increasing their usage.
Major customers often leverage Twilio to build direct, personalized, and secure relationships, using tools like RCS messaging, Verify API for authentication, and Segment for customer data, says Yahoo Finance and Stock Titan.
