TrustRadius Insights for Twilio are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
User-Friendly Setup Process: Users have expressed satisfaction with the user-friendly setup process for integrating other applications. The clear instructions and intuitive interface have made the onboarding process smooth and efficient. This ease of setup has saved users time and effort, allowing them to quickly start utilizing Twilio's services.
Comprehensive Developer Documentation: Customers have praised Twilio's developer documentation as thorough and immensely helpful. The detailed guides and explanations have been instrumental in assisting users through various integration processes. By providing comprehensive resources, Twilio has empowered users to overcome technical challenges and effectively implement their desired solutions.
MMS to SMS Conversion Feature Appreciation: Some users have specifically enjoyed Twilio's feature that converts MMS messages to SMS. This functionality has enhanced their communication capabilities, allowing for seamless interactions with customers across different messaging platforms. The convenience of this feature has streamlined their messaging workflows, improving overall efficiency and customer engagement.
We were working on a client project where we have to develop a global application which will be available throughout the world. App has an authentication system where we send sms, email or use whatsapp. We needed a single partner where API integrations would be seamless and fast. Also we don't want to deal with lots of configurations for countries and twilio was the one of best provider for us.
Pros
Great authentication system for OTP auth via sms, email
Well documented apis.
AI bug fixing you just needs to go to your error and AI will help you to solutions.
Cons
Would be happy if they upload some youtube videos for navigating and guiding for particular solutions like sms otp. After going through lots of doc we discovered this
AI solution agent is good for knowing the reason of error in logs but sometimes we need like connecting to their agent.
Whatsapp automation is great but need more features like where we can create proper chatbot with drag and drop
Likelihood to Recommend
You want a single solution for authentication also and delivering transactional notifications to your users globally, then twilio is anyday best solution. Just do whatsapp integrations, sms, or email with same api and it reduce the code also. The monitoring in twilio is also great you can always see what notifications you sent and which are delivered.
We use Twilio as our main provider / server in our communication channels, being: Voice, WhatsApp and Webchat. We also use Twilio Flex integrated with our CRM, Salesforce, as a way to link, our clients with our support team. And last, but not least, we use the Twilio Studio to create our chatbot flows.
Pros
Communication as a Service
Managing numbers for whatsapp and voice
Intuitive flow creation
Cons
NLP and NLU integrated with their Studio Console
Meta integration and whatsapp templates management
Complex flow start looking crazy complex in studio
No publishing schedule for studio flows
Likelihood to Recommend
I think Twilio is really good for being the main orchestrator of chatbot channels, but I think it really misses a few functionalities that are great in other platforms. An essential one for me is NLP and NLU inside studio. You have to create a really complex integration or fallback flow to have a similar behavior (compared to if you were using Watson).
Also, I think it is really hard to manage whatsapp templates if you are using it (compared to if you were using Meta directly).
We use Twilio SendGrid as an email aggregator to send our transactional emails. Sendgrid was an excellent solution for connecting to our homegrown ESP. We use Twilio to send our SMS in a similar process. This allowed us to customize what we wanted and how to send it.
Pros
Our deliverability consultant is a great partner and highly knowledgeable about industry updates & standards.
Twilio is always a leader when it comes to new channels, for example RCS.
Our account manager is a pleasure to work with. She's on top of things and finds ways to improve our use of Twilio.
Cons
Sendgrid isn't intuitive to how a marketer would use the features; it would be helpful to update.
Monitoring & Alerting bugs.
Competitive set analysis.
Likelihood to Recommend
Twilio is well suited to be the first to market with new channels. Most notably, Twilio was the first platform that spoke to RCS for marketers (in my experience). In areas of improvement, it would be helpful to have more frequent check-ins (monthly or twice a month) with the product and account management teams.
Twilio is the provider of my voice and SMS capability
Pros
Recurrent billing
Receiving payment
Cons
Tech-support availability
Trust verification
Likelihood to Recommend
Twilio is a very poor choice for a sole proprietor that is non-technical. Their lack of life support or support within a 24 hour period makes it impossible to exchange screenshots or data. Further, activating a number is a complicated process that requires trust verification and number verifications. Both of these processes are not well documented nor have Live workflows that any sensible human being could follow.
Twilio is used for Multi-Factor Authentication (MFA) inside my organization by co-workers who do not have or do not want to use a personal smartphone for that purpose. It has a very intuitive interface. Adding a new application for MFA is a simple task. Getting an authentication code is fully automated. Compared to Authenticator add-in for Chrome however, it is not better because with the Authenticator add-in one can simply click on-screen and the new authentication code gets copied, then all what the user needs to do is to paste that code. While with Twilio one needs to type manually that code. Another thing to keep in mind is that using Twilio may mean completing the MFA on the same device where the application asking for MFA resides. Still, for smartphone-free MFA I give Twilio a 10.
Pros
Adding new application for MFA
Getting an authentication code
One click operation
Cons
Clicking on the new code to copy that code into memory, so it can be easily pasted.
Likelihood to Recommend
Excellent for smartphone-free use. Excellent when the application(s) needing MFA are on the same device as Twilio. Still, Authenticator add-in for web browser might be more convenient to use than Twilio. Very easy to add a new application to Twilio's list of applications using MFA. Getting new authentication codes is fully automated. Still, one needs to type them manually.
VU
Verified User
Employee in Information Technology (501-1000 employees)
We use Twilio for integration with WhatsApp for business. We have found that a significantly higher amount of leads would respond to a WhatsApp message compared to an Email so having WhatsApp communication integrated in our automated sales funnel is an absolute must to convert our leads into prospects and ultimately paying clients.
Pros
Setting up a virtual mobile number
Technical implementation resources
WhatsApp message templates
Cons
It takes some time to find your way around the Twilio user interface
Signing up and getting verified was quite time consuming
Technical support was not bad but could be better
Likelihood to Recommend
WhatsApp integration with other software systems such as CRM systems is such a powerful tool which provides such a competitive advantage during the early adoption period. Twilio can provide that integration with a complete complement of services. From obtaining a virtual cell number to setting up approved WhatsApp message templates.
VU
Verified User
Director in Information Technology (1-10 employees)
We use Twilio to communicate with leads who have opted into ads on our clients' products and services. We also use Twilio to remind prospects via SMS in the lead-up to sales appointments to ensure that attendance rates for these meetings are as high as possible. We use SMS to market to prospects on an ongoing basis.
Pros
Delivery of SMS.
API to CRM tools we use.
Ease of use.
Cons
Lack of standalone good UX.
The price could be lower.
Ease of gaining SMS compliance.
Likelihood to Recommend
Twilio is well suited to sending SMS reminders to prospects on the lead-up to sales appointments. This has helped us improve attendance rates for these meetings. We also use Twilio to communicate with these prospects post-meeting to make offers on products and services and for feedback on their meeting.
Twillo is used to manage our sales calls and for our overseas staff to contact The College of Health and Fitness directly. It is an easy to use system and has enhanced our workflow immensely. I would recommend it to any organisation looking for an effective, cost effective and efficient CRM.
Pros
Ease of use
Simple Integration
Great Customer Support
Likelihood to Recommend
Twilio is great for follow up phone calls with prospective clients. Sendgrid is also a game changer when it works. Twillo is used to manage our sales calls and for our overseas staff to contact The College of Health and Fitness directly. It is an easy to use system and has enhanced our workflow immensely. I would recommend it to any organisation looking for an effective, cost effective and efficient CRM.
I am a consultant, and so with my client I have used Twilio’s Studio, Programmable Messaging, API, Segment, and Frontline products to implement automated assignment satisfaction surveys for my client’s associates. My client is a staffing agency that staffs associates on various assignments for their customers, and we have found that associates who have the ability to provide feedback on their assignment are more likely to return to the job site day after day. We also wanted a channel to be able to quickly address any concerns that arose during the surveys, so we were able to use Frontline to have that human touch in the experience. We were able to scale the assignment satisfaction surveys to many hundreds of associates per day in a fully automated system using Studio, compared to their previous method of manually running a query, downloading a CSV of associates, sending out mass texts and manually replying to every response. Overall, using Twilio products increased efficiency within the organization, improves associate experience, and provides valuable data through which my client can find ways to improve. I have also helped my client use Twilio Segment for creating marketable audiences and capturing events.
Pros
Low-code platforms like Twilio Studio have the opportunity to be genuinely low-code and not just advertised as such, compared to other “low-code” platforms
Integrations between its various products
Brand visibility and awareness
Technical support
Cons
Segment’s email identifier is case-sensitive, which is ridiculous because emails themselves are not case-sensitive. This means that if I send a capitalized email address in an identify call, it will create a duplicate user rather than matching it with the lowercase email. I think this is a technical oversight that should be corrected.
I’d like to see more information about the eventual transition of existing Frontline customers to Twilio Flex
I’d like to see some integrations between Twilio Studio and OpenAI or another open source LLM to provide automated responses, if this hasn’t been done already
I would like to be able to drag and move the actual lines connecting the steps in Twilio Studio, sometimes mine can get pretty messy
I think a Bug Report form would be beneficial for developers
Likelihood to Recommend
I think Twilio has a very powerful set of tools that can be beneficial for almost any business, but it is on the more expensive side (and for good reason) so I wouldn’t recommend it to very small businesses or anyone wanting a cheaper solution. But for medium to large orgs, there are a plethora of ways to gain value from these products. I’ve only used Twilio with my current client, but I will be recommending Twilio Segment to future clients for capturing and processing customer data and building marketable audiences. One use case is using Twilio Segment as a way to manage marketing opt-ins and compliance, I have used Functions to capture opt-out data from events and send that info to One Trust and other systems, for example. Another use case is mass texts such as surveys; or customer support using Twilio Flex (especially with the new AI context features coming out). It would not be appropriate for a business who does not have a large spend for marketing, or maybe a B2B who doesn’t address the individual customers directly.
We use Twilio for messaging across our platform globally. Enabling SMS, email, WhatsApp to candidates globally.
Pros
SMS
International Messaging Compliance
International SMS
2 way SMS
Cons
Meta
WhatsApp
Likelihood to Recommend
Twilio has a fantastic team of eager partners that are always there to support the growth of our company and team up on win-win opportunities! We could not be happier with Twilio and their entire team! They are the best in the industry, hands down!
VU
Verified User
Director in Product Management (501-1000 employees)
