When the COVID-19 pandemic hit in 202, Zoom2u closed its contact centre in Manila and switched to remote working.

"This had no impact on our customer service, because we had a fully integrated phone system with Twilio. Our team was able to take calls and messages using their laptops at home," said Zoom2u founder and CEO Steve Orenstein.

Despite the increase in volumes due to the uptick in online shopping, Zoom2u is able to answer 95% of incoming calls within 20 seconds.

Zoom2u also introduced Locate2u, which provides businesses managing fleets of delivery drivers with the ability to provide their customers with a link that lets them see the location of their delivery in real time.

"We're thrilled to team up with Zoom2u to help drive even faster and more reliable communication between businesses, delivery partners, and their customers," said Twilio ANZ regional vice president Kristen Pimpini.

"Like Zoom2u, we pride ourselves on creating meaningful, easy and personalised experiences for our customers, something we know is important to them.

"Twilio's recent report found that 82% of Australian businesses stated that digital communications are critical to their organisation after the pandemic. It also found that 90 percent of Australian business leaders say customer engagement increased during COVID-19. It has been a privilege to support Zoom2u in Australia and we wish them every success."