Twilio Reviews

We have our systems in various clouds. One of them is Google Cloud. We use Twilio for voice support. We also use Twilio Studio for drag-and-drop features to handle voice.

Twilio has a very easy drag-and-drop tool for configuring things. The solution is very easy to use. We need a little software experience. If a person knows how to read the documentation and use the principles, it's a straightforward tool.

I switched from Twilio six months ago because we cannot change the configuration in a few integrations. We cannot do more than what is offered natively. A few people from our organization had a wrapper class for the integration code to help us change a few configurations or add a few metadata aspects. The product must provide a developer-friendly way of changing and modifying the integrations. It must be added to the future releases.

I have been using the solution for two and a half years.

I only use a subset of the product’s capabilities for voice support in clouds. As long as the integration is holding up, stability will be fine. We have never had any downtime.

The product’s scalability features have supported our overall business growth. The bot division in our organization used Twilio. The team worked on both chat and voice bots.

I rate the support’s responses an eight out of ten. However, there was no resolution.

Positive

Twilio is a solution as a service. The setup was easy. Google offered One Tap integration. It does not offer it in a few cases where we had to host our own infrastructure for the integration. It is fairly straightforward.

The tool is not cheap but not expensive. Most of the solutions in the market have almost the same pricing.

I've been using Avaya, AudioCodes, Watson, and Genesys. Amongst all the products that I have played with, Twilio offers the best Twilio Studio capabilities. We use a different product now because Twilio doesn't offer the flexibility to change configurations in a few places. I did not want to waste my time going back and forth for a solution.

If someone wants to use the solution, they must check for the partners' pricing before they pick one. The solution has really good documentation and easy-to-configure tools. However, it doesn't have the extra option of configuring the integrations. Based on my use cases of the integration offered by the product, I rate it a seven out of ten overall.

We used Twilio to integrate a solution where the platform was connecting SMS with a user interface. This provided officers and agents a more comfortable and organized way to either send blast messages or have conversations with clients, rather than using a cell phone. 

Another use case was with SendGrid, a product from Twilio, which we used to integrate dynamic templates and email delivery for the clients, including handling single-person communications and blast email routines.

Twilio provides an easier and more organized way for officers and agents to communicate with clients, either through SMS or email, rather than using personal devices.

I would say SendGrid as it is the easiest platform I have used for delivering emails to clients, integrating features such as blast emails, conversations, and tracking, including email bounces, clicks, and opens.

Customer support should improve in responsiveness and receptibility. There have been issues where they could be quicker in helping clients, specifically regarding their response time.

Twilio was used this year in one of my projects.

We haven't had any issues with bugs, and it has not broken down.

The scalability of Twilio is fine. It was easy to request new numbers and integrate once we were fully on-boarded and the client's KYC was approved. There were no challenges or issues.

Customer service needs improvement in response time. It is not bad, however, there is room for improvement.

Neutral

I used Fireblocks a couple of years ago, and most recently, I worked with Twilio.

The initial setup can take one to two days after handling processes like KYC.

Twilio is the cheapest option for the quality of the product they provide. It's worth the money to integrate a solution like Twilio if you have the budget.

Try to go through their documentation as much as possible before integrating, as it will ease the process of doing the first integration.

I'd rate the solution eight out of ten.

My main use case for Twilio is sending SMS messages from our application.

The specific example of how I send SMS messages from our application is for customer notifications. When customers enroll in the service, they are sent an SMS message with details of the code they need for enrollment and a link to the App Store to download the application.

That's the main way we use Twilio for customer notifications.

The best features Twilio offers, in my experience, are the simplicity of the integration and the reliability of delivery of messages globally.

Regarding reliability, we have had no specific feedback; however, we have not encountered an occasion when our messages have not been delivered, and importantly, Twilio has all of the relevant regulatory approvals for sending messages to different jurisdictions.

The other feature I would highlight is that as SMS sending has become more regulated across the globe, Twilio has ensured that there have never been any issues as a result of new regulations, and we have always been informed about what's required for those regulations in a timely fashion.

Twilio has positively impacted our organization by giving us a channel to enroll in the Karada service outside of email, as sometimes our customers struggle to identify the email addresses of all staff who have mobile phones, while they actually have lists of their phone numbers, making it really easy to enroll.

I think Twilio is a very mature product that meets our needs and does that very well, and their interaction with us on the regulatory side has been very positive.

I don't have any specific numbers or estimates on how much easier or faster the enrollment process has become since using Twilio for SMS notifications.

I haven't seen a return on investment nor can I share any relevant metrics such as time saved, money saved, or fewer employees needed.

I have been using Twilio for two years.

To us, deploying Twilio in our environment was very straightforward, as it's just a set of APIs that we call that Twilio maintains.

Twilio is very stable.

Twilio has very good scalability.

The customer support is good.

I would rate the customer support an eight on a scale of one to 10.

Positive

We didn't use a previous solution.

The integration process required less than a day's work by our development team.

The procurement process was very straightforward; it was just a matter of going on to the website and signing up.

The experience with the configuration process had the most challenging part being the verification of the company for regulatory purposes.

My thoughts about the metering and billing experience with Twilio are that it has been clear and easy to manage.

My experience with pricing, setup cost, and licensing was all fine, and we found their pricing competitive.

Before choosing Twilio, I don't recall looking at other options two years ago.

My advice to others looking into using Twilio is to consider it a very good choice; our volumes are relatively small, so we aren't driven by price as much as convenience and the reliability and compliance with regulatory requirements.

On a scale of one to 10, I would rate Twilio an eight.

I rate Twilio an eight because it does exactly what we need it to do, and it does that in a very reliable way while handling all the regulatory side of things pretty effectively.

We use the solution for two factor authentication. 

I've integrated Twilio into our customer communication workflow for two-factor authentication and SMS messaging. It's very easy to use with good documentation.

The main issue I've encountered is sometimes slow SMS delivery in South America.

I have been using the product for two years. 

Some users may experience stability issues when not receiving SMS messages, but this can be mitigated by using one-time passwords instead. I'd rate stability a seven out of ten.

I'd give the product an eight or nine out of ten for scalability. It's easy to make changes when needed. We have about 500 users.

I've never had to contact Twilio support.

The initial setup and deployment are straightforward—you just connect to their API. They provide a console to view verification data.

SMS delivery is more expensive than one-time passwords here.

I would recommend Twilio for protecting flows with two-factor authentication and verifying phone numbers. Overall, I'd rate it a seven out of ten.

We utilize Twilio for tasks like sending voice and text messages, managing IVRs, and handling various communications like WhatsApp messages and SMS alerts.

Twilio has been great for our business development, and we even have integrations with CRMs.

I like Twilio's business development features like chat and call routing. It helps manage calls efficiently by checking business hours and allowing customers to leave messages when we're closed, ensuring prompt support.

There's nothing specific that I think could be improved in Twilio. I find it quite comprehensive and effective for our business needs. If anything, I'd suggest exploring all the features available, such as chat options and video capabilities. 

I have been using Twilio for the past year.

There are issues regarding stability, and I would rate it as two out of ten.

I've contacted Twilio's technical support when there was an issue. They responded promptly, and I believe Twilio's support team is good.

We can handle the initial setup easily with our team's expertise.

I recommend Twilio for business development. Overall, I rate the solution a ten out of ten.