What users are saying about
5 Ratings
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99 Ratings
5 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9 out of 100

Twilio

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99 Ratings
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Score 8.8 out of 100

Likelihood to Recommend

Helpshift

If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.
Anonymous | TrustRadius Reviewer

Twilio

Twilio's SMS is very well suited to interact with customers via text messaging. While we have seen younger generation being happier with texting, we are also seeing texting picking up across all demographics. Twilio will generate/increase trust in situations when customers require rapid response or want to be informed of their account/status changes. Twilio's SMS is not the best for sending links to files, getting electronic signatures via links or sending large images etc. Expect IT to be involved and ensure that IT is given adequate information about your current AND future plans to gain the most out of Twilio SMS.
Chirag Shukla | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Helpshift
9.6
Twilio
Organize and prioritize service tickets
Helpshift
9.2
Twilio
Expert directory
Helpshift
8.4
Twilio
Subscription-based notifications
Helpshift
10.0
Twilio
ITSM collaboration and documentation
Helpshift
10.0
Twilio
Ticket creation and submission
Helpshift
10.0
Twilio
Ticket response
Helpshift
10.0
Twilio

Self Help Community

Helpshift
8.7
Twilio
External knowledge base
Helpshift
8.4
Twilio
Internal knowledge base
Helpshift
9.0
Twilio

Multi-Channel Help

Helpshift
9.7
Twilio
Customer portal
Helpshift
10.0
Twilio
Email support
Helpshift
9.2
Twilio
Help Desk CRM integration
Helpshift
10.0
Twilio

Pros

Helpshift

  • Their customer support is very responsive. If they have any problems, they fix them quickly.
  • They are constantly trying to improve and expand their offering, which is beneficial to our growing company.
  • It is very user-friendly and easy to manage. The analytics are pretty good as well.
Angel Brockbank | 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

Helpshift

  • While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications.
  • There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service.
  • The website dashboard that is used to respond to customers has trouble sometimes and is very slow.
Anonymous | 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

Helpshift

Helpshift 9.0
Based on 1 answer
Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.
Angel Brockbank | TrustRadius Reviewer

Twilio

Twilio 9.5
Based on 9 answers
Twilios large peer community on the internet , easy to access Twitter tutorials provided by Twilio itself and available API references makes using Twilio an easy experience. Sincerely, I do not think anyone can get lost in the course of using Twilio, at least from my own personal experience and that of junior engineers and developers on my team.
Jocelyn Bousquet | TrustRadius Reviewer

Support Rating

Helpshift

Helpshift 9.1
Based on 3 answers
The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
Anonymous | TrustRadius Reviewer

Twilio

Twilio 8.2
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

Helpshift

One of the previous systems we used was Zendesk and it really only housed emails like Microsoft Outlook would: not very organized, very clunky to use, with long loading times. The meta data that is recorded by Helpshift was another deciding factor for the stakeholders as that data is very useful when trying to fully diagnose a customer's problem.
Anonymous | TrustRadius Reviewer

Twilio

To be honest, I don't know of any Twilio SMS competitors that have the robust transactional SMS that Twilio SMS has. I know of a few marketing SMS platforms such as Textedly but that's more of an email blast (or SMS blast) to your list then something targeted based on user action inside our application that Twilio SMS can provide. On top of that, in Twilio SMS I can push them through my own segmentation and sequences programmatically to even make the marketing SMS's more targetted compared to some of the pure blast competitors.
Evan Laird | TrustRadius Reviewer

Return on Investment

Helpshift

  • It's great to get a rough count of how players may feel about a specific event or release.
Anonymous | TrustRadius Reviewer

Twilio

  • Twilio WebRTC allowed us to move a bulk of our communication to the cloud, giving us a lot of visibility on how we were communicating with our customers.
  • It also gave us analytics on how much time users spent on communicating with each other over calls and helped us build features around it.
  • Twilio became the center of all communication on our platform. From chat messages to phone calls, it powered everything.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Helpshift

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Helpshift Editions & Modules

Edition
Starter$225.001
  1. Per Month
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.

Rating Summary

Likelihood to Recommend

Helpshift
9.0
Twilio
8.9

Usability

Helpshift
9.0
Twilio
9.5

Support Rating

Helpshift
9.1
Twilio
8.2

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