Since then, those basic tools have evolved into a wider range of communications sources such as email and chatbots. These tools are more focused sets of applications aimed at different verticals using them. They supply more tools to enable and better manage customer relations, and also tools to better identify, segment, and work with those customers.
Using acquisitions is Twilio’s strategy to expand and build the business into that segment (pun intended) of the tech industry. It is believed that Twilio actually tried to acquire Intercom, a customer relations messaging service, back in 2014 and 2015. But at the time the companies could not agree on a price.
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