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 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)
Our company uses Twilio primarily to send and receive SMS/MMS messages that are generated by our platform.
Pros
MMS to SMS conversion
1st party language tooling for API usage
Cons
Reliability
Monitoring / metrics
Admin console
Likelihood to Recommend
I think Twilio's console is frustrating to use due to all the bugs and inconsistencies in the UI. For example, in the alerts configuration menu, I wanted to configure an alert to notify me if carrier spam filtering went over a certain percent, but was having trouble getting it working. After contacting the support team, I was told that it wasn't implemented, despite the fact a customer can configure it in the UI. Very frustrating! In my opinion, they clearly lack attention to detail across the platform.
In my experience, Twilio is also regularly having reliability issues, which are reported very vaguely on their website. The one time I was successful in getting an RCA on an outage, it amounted to "this thing broke, automatically recovered eventually, we don't know why".
We have used the Twilio SMS platform for years and recently started using Twilio Studio to make outbound voice calls. The scope is to send a lot of messages and calls connecting doctors with their patients.
Pros
The API and the web tools make it really easy to get started.
Twilio Studio is really intuitive to work with.
The Twilio Console has a lot of features useful for our needs.
Cons
Twilio Studio still lacks transparency between the Flow engine and the underlying TwiML engine in several ways.
The documentation about how rate limitations work with SMS is not always clear.
The support team often has a hard time understanding our use cases and tends to answer with general guidelines rather than answer my specific questions.
Likelihood to Recommend
When having to send a lot of text messages to customers, it is really convenient that we can purchase phone numbers for each customer and provide two-way communication between our customers and their customers. Adding outbound voice as an alternative is still in the early stages for us (slowly transitioning from a proprietary solution), so we are still getting experience with that.
We implement Twilio SMS API directly in our solution that allows to send notifications about account and billing changes to all our users with efficiently, easy to use and quickly.
Pros
Easy to use
Good API documentation
Quickly
Cons
IoT area that sell to KORE
eSIM
Pricing
Likelihood to Recommend
Since sale of IoT division to KORE, my organisation was need to divide Twilio integrations in our applications because lack of support, help and assistance from part of KORE. We continue using SMS and calling API but we decide to explore other options for sustitute IoT division.
VU
Verified User
C-Level Executive in Engineering (11-50 employees)
We are a software integrator, helping Twilio customers onboard onto Twilio products. Our customers use twilio in the following manner:
Onboard customer into their CRM
Customer support
Outbound marketing messages
Use Twilio IoT to track to their fleet
Pros
Outbound / inbound messaging
Twilio flex
SMS
Twilio customer support for developers
Cons
Documentation
Build more ready to user features on React UI
Likelihood to Recommend
I have seen that Twilio has a very high tolerant and throughput system. This provides a lot of reliability to our customers who have migrated from other telecommunication companies.
Twilio should also actively build widgets where non programmers can plug and play it in their system and they should have more out of the box solutions for WhatsApp.
Our clients communicate last minute shipping information with their drivers.
Pros
Integration was very easy as everything was well documented by Twilio.
Administration is easy and thought out and even I can do it.
The possibilities that Twilio created are very innovative and I’ve liked working with them.
Cons
I would love to see the possibility to have an all in one option. Now I have to surprise my clients for usage costs at the end.
I’m not sure but not everyone has WhatsApp and there are many more chat programs available that could do with integrations.
Likelihood to Recommend
The functionalities that Twilio provides are well documented and easy to implement. It’s fairly new and can take a few days to get everything in working order. I had to go through a vetting process in Meta before my templates were accepted. But I believe this has changed. Don’t think you can get this done in one night, however 3 to 5 days is easy and straightforward. Things like the automatic text to voice made it incredibly easy to add eight languages. I hope it can become an all in one pricing model here in Europe!
In our sales department, as well as Account Management we utilize the Twilio text reminder service in conjunction with our CRM to send prospective and current customers text messages. This has eliminated a lot of ghost calls and missed communication with our potential customers, and current. Most clinicians are busy throughout their day in session so being able to text back and forth is much easier. We've closed a lot more sales from having better communication! Twilio works like a charm!
Pros
Integrates well with other platforms
Easy to setup
Support is good
Cons
The application for mobile phones
Adding a feature where you can lookup numbers to see if they're a landline or cell
More mobile friendly use
Likelihood to Recommend
Using the texting capabilities that Twilio has provided within the CRM system my company uses it has allowed me to gain more sales and better communication with my prospective customers. As we all know - time is money, so being able to save time and communicate clearly is a huge help with my job.
I work with busy clinicians all day and they're usually in session but need to communicate quickly to get questions and concerns answered. I am able to quickly respond to them via text and send them important information that they have at their fingertips. I can also send out auto-texts to new clients so they're being taken care of right away.
We implemented Twilio within a small service-based company that needed to point people in the right direction when they got in touch with the company. Whatever channel those people get in touch with us, such as Whatsapp or email, we can quickly streamline the conversation and then keep an accurate record of all interactions in the future.
Pros
Plenty of options of channels to offer as part of the tool
Integrations
Automating actions, such as emails and SMS confirmations of orders or support tickets
Cons
Experienced some technical issues in the past
Not the easiest to set up (initially) - this was the first time I used the tool
IT executives would find it easier to set up rather than marketers - it would be good if the tool was aimed more at marketing. This said product support is good
Likelihood to Recommend
Programmable SMS messaging was particularly a very good (and enjoyable) process to create - the tool in this respect was really nice to use. With SMS messages, in particular, the logs or deliveries, etc., and very interesting and presented in an easy-to-use way. Whilst technically the tool is a little complex, the UI is well designed and inviting to use.
We are an eGiftCard company that uses SMS as an integral part of user validation and eGiftCard usage flows. Between 2016-2019 (our earliest years) we had employed another programmatic SMS vendor simply due to the cost - we needed to validate our business hypothesis and the cost had to be minimal. Toward mid-2019, when the number of SMSes was at the scale of a few 10,000s, we started getting a lot more complaints about the effectiveness of SMS delivery. And that is when we checked options in the market and went ahead with Twilio - the major reasons we considered were (a.) feedback available on service from fellow startups, and a comparative analysis with other service providers on the dimension of "SMS delivery effectiveness" (b.) ease of integration for our tech team - documentation helped well (c.) set limits for auto top-ups. Since then our SMS usage has grown by a significant factor - 100,000s/quarter and Twilio has been a great fit for us; we don't think about our SMS layer anymore, so I think that's a job well done by Twilio.
Pros
SMS delivery effectiveness - rarely are non-delivery issues affecting us.
Auto top-up of account credits with self-definable limits.
Provides excellent documentation that leads to the development team breezing through integration.
Cons
The 2-factor authentication is the default for Twilio login. For several use cases, we want multiple members of the team to access the dashboard and the email/OTP authentication layer becomes a bottleneck. If multi-user admin privileges can be built-in, that works great.
As the scale of usage goes, pricing becomes a concern, and Twilio doesn't have a tiering built into the dashboard that we can leverage on.
Likelihood to Recommend
Have shared some information in my earlier responses.
