What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
125 Ratings
54 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Twilio

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
125 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.8 out of 100

Likelihood to Recommend

Freshdesk Messaging (Formerly Freshchat)

I would recommend Freshchat because it is very handy when it comes to handling and operating with a small team. I have always had a pretty smooth messaging experience with Freshchat and this is the basic reason why I am vouching for the product. In my opinion, it greatly helps in the promotion of brands due to amazing tracking features which help in telling your performance and facilitates in identifying the adequate leads for the brand, which in my opinion is extremely beneficial in the long run.
Nick Salerno | TrustRadius Reviewer

Twilio

If you have a business page on Facebook, having Twilio’s chat not feature is a must! No more missed chat messages or clients getting upset because of a delay in replies. Twilio has helped on several occasions answer simple questions, so I didn't even have to answer the chat message manually. It also enables you to recognize when spammy messages are trying to get through.
Mary Tihoni | TrustRadius Reviewer

Pros

Freshdesk Messaging (Formerly Freshchat)

  • Freshchat has a well designed user interface which makes it easy to use for all users.
  • It is simple for everyone to use.
  • Freshchat has all the amazing features of contacting the customers in all-new ways to get more conversions and leads through communicating with them effectively.
Carol Aleman | TrustRadius Reviewer

Twilio

  • 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.
Max Safier | TrustRadius Reviewer

Cons

Freshdesk Messaging (Formerly Freshchat)

  • Bot communications used to take time to appear, but this was fixed recently and we are now more than satisfied to use it.
  • The initial process of setting up a Freshchat account is a long one.
  • The billing is per member/month which can get expensive fast.
Elizabeth Cassidy | TrustRadius Reviewer

Twilio

  • Authy does not support the "push button" multi-factor authentication from your application's native apps. This means if you want to use Authy, you still need to use TOTP based codes.
  • Not really a shortcoming of Authy, but it does nothing to help with multi-factor authentication using text messages - those are still sent to your platform's messaging app.
  • Authy doesn't always display how much time is left before your current token expires, making it difficult to know how much time you have left to enter the current code.
Anonymous | TrustRadius Reviewer

Usability

Freshdesk Messaging (Formerly Freshchat)

No score
No answers yet
No answers on this topic

Twilio

Twilio 9.5
Based on 9 answers
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.
Chirag Shukla | TrustRadius Reviewer

Support Rating

Freshdesk Messaging (Formerly Freshchat)

No score
No answers yet
No answers on this topic

Twilio

Twilio 8.6
Based on 22 answers
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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Freshdesk Messaging (Formerly Freshchat)

I have a lot of software already in my organization which we are using to handle different processes in the organization, Freshchat easily gets integrated with them and gives me all in one platform to manage all of my activities on one platform which is great help for me. It is designed on such a great module that it can easily integrate with any other software.
Bella Castilla | TrustRadius Reviewer

Twilio

I receive regular unsolicited communications from Twilio competitors but I do not have the time to review them, given there is no reason for me to switch. Twilio works great and its pricing is acceptable for our situation. Investigating point solutions for text only or voice only would complicate our infrastructure and vendor management and would require some expensive system changes.
Anonymous | TrustRadius Reviewer

Return on Investment

Freshdesk Messaging (Formerly Freshchat)

  • Freshchat incorporates with other informing and helps work area stages, including conspicuous suppliers like Zendesk, Slack, and Facebook Messenger.
  • Straightforward information investigation - Freshchat furnishes us with information measurements and examination in a streamlined and straightforward style, helpful for everybody to process, including individuals without an information investigation foundation.
  • It is a cost effective platform.
Maria Coelho | TrustRadius Reviewer

Twilio

  • Adding in phone numbers onto our onboarding sequence has increased our user activity by about 30%. We believe due to the users being more invested in the application now.
  • On top of that, our first SMS has increased our week 1 retention by about 15%. Pushing users to go on the app more than 2-3 times has been a struggle and SMS seems to be a solid driver in retention.
Evan Laird | TrustRadius Reviewer

Screenshots

Pricing Details

Freshdesk Messaging (Formerly Freshchat)

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$15

Freshdesk Messaging (Formerly Freshchat) Editions & Modules

Edition
Growth$151
Pro$391
Enterprise$69.001
  1. Per Agent per month , billed annually
Additional Pricing Details

Twilio

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Twilio Editions & Modules

Edition
Programmable Messaging$0.00751
Programmable Voice$0.00852
Twilio SendGrid Marketing Campaigns$153
Programmable Video$0.00154
Twilio SendGrid Email API$14.955
Twilio Flex (Contact Center)$16
Twilio Flex (Contact Center)$1507
Programmable Voice$0.0138
Twilio Conversations$0.059
Twilio Authy$0.0910
Programmable Wireless$2.0011
Programmable Wireless$0.112
WhatsApp Business API$0.004213
WhatsApp Business API$0.00514
Elastic SIP Trunking$0.04515
Elastic SIP Trunking$0.00716
  1. per message sent or received
  2. per minute to receive a call
  3. per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
  4. per min per participant
  5. per month up to 100k emails. (Up to 40k emails free for 30 days)
  6. per active user hour (5000 hours free)
  7. per named user per month (5000 hours free)
  8. per min to make a call
  9. per active user per month
  10. per authentication
  11. per SIM card
  12. per MB
  13. Per WhatsApp Template message sent
  14. Per WhatsApp session message
  15. Per min for origination
  16. Per min for termination
Additional Pricing Details
1. Pay-as-you-go pricing: Simple usage-based pricing means you don’t get locked into big contracts. 2. Volume discounts: Discounts trigger as your usage grows, so you always get a fair price. 3. Start building today with free trial credit and full API access.

Add comparison