eTrigue DemandCenter vs. Twilio

The platform is most scalable-- works for small and large companies alike. Key for most of our clients is the little to no IT support required to implement and run the platform. I would definitely explore this when looking at a marketing automation platform beyond the "batch and blast" solutions. We've yet to have an issue working with our clients' sales and/or marketing teams to implement. And most of our clients work in the platform independent of the programs we run; are able to set up acampaign, upload lists and/or pull for CRM, and run reports on their own in very short turn.

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I have tried other competitors. But I always end up going back to Twilio because I feel like it is dependable, easy to use, and, has competitive pricing. The only time I wouldn't recommend Twilio to someone as if they are completely inexperienced about using webhooks or APIs. Because you can't really just sign up and start using Twilio without connecting it to another platform first.

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• Really easy to use. We can build a campaign in about 30 minutes and our new hires can learn to use it very quickly.
• Free phone support.
• I can always get someone to help me and they actually return calls quicker than most all companies.
• We are able to create campaigns before we finish all the assets. We can launch, then change the flow and add assets when they are ready.
• Integration with Google AdWords is very easy to setup, and has lots of ROI and campaign peformance reporting.

• Easy to see my team in one place, when they log in and out and what call status they are in.
• Twilio is a simple, user friendly way to log in and out of work activities.
• Excellent services and support.
• The omnichannel feature which allows agents to get request from all channels.

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• I've never been too crazy about the reporting within DemandCenter. There is always a solution for any type of report I'm seeking, but it involves report designing (choosing data points dragging/dropping columns & rows) which is made difficult by the lack of descriptions & values for the data points. To their credit, they did release a new suite of simplified (and pretty) reports, dubbed "Marketing Effectiveness". Relegating the older, complicated (yet super-flexible) reports as "Business Analytics".
• The UI will be a little unfamiliar at first. That is, where you think you should be clicking, you'll need to double-click or drag-and-drop. And I would say DemandCenter has always (and still does) have an issue with UI elements that are "windows within windows" or modal windows with scrolling. But, at least these UI components are consistent throughout the entire application - so once you're used to it, you can actually achieve some pretty impressive speeds.
• One of DemandCenter's greatest features is being squished down to uselessness: Derived Data. As mentioned, I scrub our data on a regular basis, and this means filling/appending data, or extrapolating to fill missing data. DC released a feature called "Derived Data" that scours useful info from the prospect's IP address (mostly geographical info). Now, while you can create campaign & list conditions based on derived data, there is no easy way to simply extract that oh-so-valuable derived Country or State and have it map those values to the standard fields. Or at least let you export derived data. They have plans to fix this - but for now it's like dangling candy in front of a baby.

• Control panel. Often, navigating through lists is challenging. I want endless scrolling, not pagination.
• Conversational intelligence service require a Language. I would like it to detect it.
• We would like to have some credit on clients that chose to use their own Twilio account.

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We have tried other systems and eTrigue is the easiest to use, easiest to train new people on, and most responsive support team we have ever experienced. They ask our input on new features they are developing, and have implemented some of our suggestions in their product rollouts. We get new features almost every month. We get live support without any cost, and they return our phone calls within an hour every time. They treat us like a true partner.

Unless we can get this handled quickly -- less than 1 week -- we will likely switch to another provider who, in my opinion, we'll have to spend close to $3,000 in development time to build a new integration for texting. Our clients need texting and I feel Twilio has failed us miserably.

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Having used Marketo, Act-On, and Pardot, eTrigue is MUCH easier to use and easier to train new team members to use.

Twilio has well documented APIs and examples. There are several tutorials, videos and Q&As regarding their services. So, usability is very good. I must say that advanced knowledge of telephony, API/Programming and error-handling is essential to make good use of Twilio. It's not just plug-and-play unless you are integrated with a system that has all of the programming built for it.

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Twilio executes what it is designed to do: send SMS messages at scale while providing very good deliverability. I believe that Twilio is very good at what we use for adding SMS messages to our comms strategy. We can see those messages get opened and replied to, which is exactly what we are looking to achieve.

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Been very happy with their responsiveness and ability to resolve issues

I have not had to communicate with Twilio support in the last 3 years but my past experience with them has been very positive. They replied to my previous requests promptly and kept me well informed to resolve my inquiries. With their documentation that's available, I hardly imagine why anyone would need to contact support since it's all there in a concise and easy to understand format. It would probably take you longer to type out a support ticket than to just open their doc websites.

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You will need to think about which users you want to have each role, and the features allowed in each role. You should watch the training videos before you get live training. It saved us several hours as they had already answered 90% of our questions.

The developer APIs and SDKs are super easy to follow.

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Constant Contact offered now tracking, lead alerts. Marketo wasn't as flexible-- for example not easy to schedule campaigns in advance, to launch in the future. Also liked the interface and the DemandCenter lead alert format more than Marketo.

We evaluated many fundraising-based text-to-give programs and found the subscriptions prohibitively expensive for our small scale and uncertain first few years of development. While we may be willing to invest that kind of money after discovering how things work, we're happy with Twilio now and have no desire to start over.

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Being in South Africa, direct local currency support would be nice

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• We get the upper hand on follow-up with return visitors... not by reverse DNS lookup or pattern match but by direct cookie validation. Inside sales productivity is boosted by 33% easy with eTrigue.
• The alerts and data are lightning fast, giving marketing immediate feedback on campaign data and prospects.

• We found that associates who had the opportunity to respond to a survey about their assigned job were 37% more likely to return to a job site
• We were able to reduce the number of resources required to manually respond to associates using Twilio Studio, so those resources could have more time to complete other tasks
• We were able to scale the number of associates who received survey messages at least by a factor of 8 without increasing our resource demand

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