What users are saying about
9 Ratings
Top Rated
150 Ratings
9 Ratings
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Score 7.8 out of 100
Top Rated
150 Ratings
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Score 8.5 out of 100

Feature Set Ratings

    Incident and problem management

    6.4

    Helpshift

    64%

    Twilio

    Feature Set Not Supported
    N/A
    Helpshift ranks higher in 6/6 features

    Organize and prioritize service tickets

    5.5
    55%
    4 Ratings
    N/A
    0 Ratings

    Expert directory

    3.7
    37%
    4 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    6.4
    64%
    3 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    4.6
    46%
    3 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    9.1
    91%
    3 Ratings
    N/A
    0 Ratings

    Ticket response

    9.1
    91%
    4 Ratings
    N/A
    0 Ratings

    Self Help Community

    5.0

    Helpshift

    50%

    Twilio

    Feature Set Not Supported
    N/A
    Helpshift ranks higher in 2/2 features

    External knowledge base

    1.0
    10%
    4 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    9.1
    91%
    3 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    4.6

    Helpshift

    46%

    Twilio

    Feature Set Not Supported
    N/A
    Helpshift ranks higher in 5/5 features

    Customer portal

    5.5
    55%
    3 Ratings
    N/A
    0 Ratings

    IVR

    2.7
    27%
    1 Rating
    N/A
    0 Ratings

    Social integration

    7.3
    73%
    1 Rating
    N/A
    0 Ratings

    Email support

    2.8
    28%
    4 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    4.6
    46%
    2 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Helpshift is rated higher in 1 area: Likelihood to Recommend
    • Twilio is rated higher in 1 area: Support Rating
    • Helpshift and Twilio are tied in 1 area: Usability

    Likelihood to Recommend

    9.1

    Helpshift

    91%
    4 Ratings
    8.7

    Twilio

    87%
    51 Ratings

    Usability

    9.0

    Helpshift

    90%
    1 Rating
    9.0

    Twilio

    90%
    10 Ratings

    Support Rating

    9.1

    Helpshift

    91%
    4 Ratings
    9.5

    Twilio

    95%
    18 Ratings

    Contract Terms and Pricing Model

    Helpshift

    N/A
    0 Ratings
    10.0

    Twilio

    100%
    1 Rating

    Professional Services

    Helpshift

    N/A
    0 Ratings
    10.0

    Twilio

    100%
    1 Rating

    Likelihood to Recommend

    Helpshift Inc.

    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.
    Read full review

    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.
    Read full review

    Pros

    Helpshift Inc.

    • 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.
    Read full review

    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.
    Read full review

    Cons

    Helpshift Inc.

    • 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.
    Read full review

    Twilio

    • Setting up response sequences should be more intuitive like an email sequence software or a chatbot service where you can send users through flows based on actions.
    • Less code setup or having a graphical user interface to set it up would be nice then to be able to just export the code of what we need and send it over to developers.
    • Easier multi-media sending for images, videos, or files needed.
    Read full review

    Pricing Details

    Helpshift

    Starting Price

    $150 per month issue

    Editions & Modules

    Helpshift editions and modules pricing
    EditionModules
    Starter$150.001
    EnterprisePlease contact Helpshift2
    GrowthPlease contact Helpshift3

    Footnotes

    1. per month Issue
    2. per month Issue
    3. per month Issue

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Flexible Consumption-Based Pricing for Your Changing Needs. Only pay for the number of issues created each month. An issue is a customer problem or inquiry that is directed to an agent or a bot. Customers with greater usage receive a reduced per issue price. All packages come with 1,000 issues per month to get you started.

    Twilio

    Starting Price

    $0.0,015 per min per participant

    Editions & Modules

    Twilio editions and modules pricing
    EditionModules
    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

    Footnotes

    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

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    Additional 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.

    Usability

    Helpshift Inc.

    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.
    Read full review

    Twilio

    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.
    Read full review

    Support Rating

    Helpshift Inc.

    The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
    Read full review

    Twilio

    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.
    Read full review

    Alternatives Considered

    Helpshift Inc.

    Zendesk is used for customer communication via email and Helpshift is used for chat, they are for the same purpose but with different response times.
    Read full review

    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.
    Read full review

    Contract Terms and Pricing Model

    Helpshift Inc.

    No answers on this topic

    Twilio

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

    Return on Investment

    Helpshift Inc.

    • The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift.
    • The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools.
    Read full review

    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.
    Read full review

    Screenshots

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