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What Is Twilio?

Twilio is the world's leading cloud communications platform that enables businesses to build, scale, and operate their own customized communication solutions. Its flexible platform, powerful tools, and global infrastructure make it easy for businesses to create customized solutions that meet their unique needs and help them connect with customers in a meaningful way.

Who Uses Twilio?

Businesses of all sizes that need cloud communication solutions in over 180 different countries.

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Reviews of Twilio

Average score

Overall
4.5
Ease of Use
4.2
Customer Service
4.1
Features
4.5
Value for Money
4.3

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Rongen
Rongen
Digital Developer in Brunei
Verified LinkedIn User
E-Learning, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Twilio SMS feature never fails and never over charges

5.0 4 weeks ago New

Comments: Great experience with the app from UI/UX perspective and customer support.

Pros:

I like the pay-as-you-go subscription model the most. The API integration is also smooth and easy. The knowledge base has all the steps/guide we need to implement and roll out.

Cons:

Nothing that I can think of or have experienced.

Andrew
Andrew
Owner/ Operator in US
Verified LinkedIn User
Apparel & Fashion, Self Employed
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Can do everything, for all businesses but with a steep learning curve...

4.0 9 months ago

Comments: Twilio handles all the inbound calls for my website. I ported a vanity 800 number from a another provider to Twilio and after a quite lengthy setup process that involved lots of customer service calls it was up and running. After that you can pretty much leave it or do some minor changes relatively easy. Now when customers call they can choose from an option tree to troubleshoot their issue or they can choose to talk to an agent (me) and if it's during business hours the call gets forwarded to my cell, if outside of business hours they get my voicemail. Works great! I also have it embedded in my website for a chat option that more people actually use.

Pros:

Twilio has every option under the sun, there's nothing call center related that they can't do for you. You could set up automated systems to perform mundane tasks for you, record and inscribe all your calls and even have a call center set up to help troubleshoot issues and direct calls. You can get add-ons from GitHub, integrate into your website especially Shopify and answer calls with a number that you can bring with you or they provide straight to your cell phone. We're talking local numbers and 800 numbers even though you may have to pay extra.

Cons:

Very steep learning curve. There are so many options and so many ways to use this service including third party apps that you could get confused quite easily. Also their 2FA process is tedious which if you're not careful could result in you losing your number.

Michael
CIO in Switzerland
Information Services, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

User Administration is a complete clusterfuck!!!

1.0 2 weeks ago New

Comments: Never use it! Not worth the time. Nothing works and no support.

Pros:

NONE - could not get it working. Twilio obviously wnats to discourage their customers from using their product.

Cons:

Twilio! I wanted to open an account for SendGrid. For that you have to go through Twilio. I experimented for half a day and could not get it working. We used SendGrid before it was taken over by Twilio and it was fine. Since the takeover it is unusable.

Ewa
Marketing Team Lead in Canada
Health, Wellness & Fitness, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

My Remarkable Journey with Twilio.

5.0 3 weeks ago New

Comments: It is possible to connect and communicate with our customers in real-time with Twilio.

Pros:

I'm delighted to use Twilio because it increases customers engagement and interaction in real-time.It is simple to send and receive text or SMS messages with Twilio.It is simple and fast to make and receive phone voice calls with Twilio.

Cons:

When having unstable internet connectivity,I find it difficult to make or receive phone calls with Twilio.

Verified Reviewer
Verified LinkedIn User
Information Technology & Services, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Amazing Company Building A Place for businesses of all sizes

5.0 2 months ago New

Comments: The company exceeds expectations and has a lot of products in the ecosystem, that interconnect businesses better with their customers

Pros:

I like the company proposition, how there are tutorials and thorough documentation for everything that you will rarely talk to support about an error for example.

Cons:

They have some limitations when it comes to the WhatsApp API. A lot of bureaucracy and long wait times are not suitable for businesses looking for a solution.