Twig

"Power tool for our CS team"

What do you like best about Twig AI?

We are a high touch business. One of our competitive advantages is our support desk - so we are very hesitant to outsource that core function to an AI chatbot. This is where Twig excels. It gives our CS team the AI boost, without sacrificing our human touch. It fits into our existing workflow and we've seen the product grow and become more useful over time. Twig has been great to work with.

What do you dislike about Twig AI?

The only drawback we experienced early on (and has been resolved) was making Twig fit our workflow. We didn't want to add additional steps to our CS process. Initially, we needed to exit our CS ecosystem to use Twig. But the team has been very accomodating and the workflow/ecosystem integration has only been improving.

What problems is Twig AI solving and how is that benefiting you?

Twig helps our small CS team do more in the same amount of time. We were at a crossroads about whether to expand our team to meet our customer growth. Twig has allowed us to scale our FTE-to-Revenue ratio and get more runway with each CS specialist.