Salesforce Experience Cloud vs. Twilio

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Salesforce Experience Cloud
Score 8.4 out of 10
N/A
Salesforce Marketing Cloud Engagement (formerly Salesforce Experience Cloud or Salesforce Community Cloud) is an online forum powered by Salesforce that enables businesses to connect with their employees, customers, partner organizations, and prospects. Designed to help facilitate communication and information sharing, customers can ask questions and request help, administrators can integrate data from third-party apps, and employees can collaborate across projects and…N/A
Twilio
Score 7.3 out of 10
N/A
Twilio offers a CPaaS and CCaaS solution, with the combination of its programmable Voice, Video, and Messaging APIs, as well as the Twilio Flex cloud contact center. Additional capabilities include Twilio's Elastic SIP Trunking, as well as API for WhatsApp.
$0
per min per participant
Pricing
Salesforce Experience CloudTwilio
Editions & Modules
No answers on this topic
Programmable Video
$0.0015
per min per participant
WhatsApp Business API
$0.0042
Per WhatsApp Template message sent
WhatsApp Business API
$0.005
Per WhatsApp session message
Elastic SIP Trunking
$0.007
Per min for termination
Programmable Messaging
$0.0075
per message sent or received
Programmable Voice
$0.0085
per minute to receive a call
Programmable Voice
$0.013
per min to make a call
Elastic SIP Trunking
$0.045
Per min for origination
Twilio Conversations
$0.05
per active user per month
Twilio Authy
$0.09
per authentication
Programmable Wireless
$0.1
per MB
Twilio Flex (Contact Center)
$1
per active user hour (5000 hours free)
Programmable Wireless
$2.00
per SIM card
Twilio SendGrid Email API
$14.95
per month up to 100k emails. (Up to 40k emails free for 30 days)
Twilio SendGrid Marketing Campaigns
$15
per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
Twilio Flex (Contact Center)
$150
per named user per month (5000 hours free)
Offerings
Pricing Offerings
Salesforce Experience CloudTwilio
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details1. 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.
More Pricing Information
Community Pulse
Salesforce Experience CloudTwilio
Top Pros
Top Cons
Features
Salesforce Experience CloudTwilio
Security
Comparison of Security features of Product A and Product B
Salesforce Experience Cloud
10.0
1 Ratings
22% above category average
Twilio
-
Ratings
Role-based user permissions10.01 Ratings00 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Salesforce Experience Cloud
10.0
1 Ratings
21% above category average
Twilio
-
Ratings
API10.01 Ratings00 Ratings
Internationalization / multi-language10.01 Ratings00 Ratings
Web Content Creation
Comparison of Web Content Creation features of Product A and Product B
Salesforce Experience Cloud
9.3
1 Ratings
21% above category average
Twilio
-
Ratings
WYSIWYG editor8.01 Ratings00 Ratings
Code quality / cleanliness10.01 Ratings00 Ratings
Admin section10.01 Ratings00 Ratings
Page templates10.01 Ratings00 Ratings
Library of website themes8.01 Ratings00 Ratings
Mobile optimization / responsive design10.01 Ratings00 Ratings
Publishing workflow10.01 Ratings00 Ratings
Form generator8.01 Ratings00 Ratings
Web Content Management
Comparison of Web Content Management features of Product A and Product B
Salesforce Experience Cloud
8.6
1 Ratings
20% above category average
Twilio
-
Ratings
Content taxonomy9.01 Ratings00 Ratings
SEO support8.01 Ratings00 Ratings
Bulk management8.01 Ratings00 Ratings
Availability / breadth of extensions8.01 Ratings00 Ratings
Community / comment management10.01 Ratings00 Ratings
Results and Analysis
Comparison of Results and Analysis features of Product A and Product B
Salesforce Experience Cloud
8.0
1 Ratings
10% below category average
Twilio
-
Ratings
Conversion tracking8.01 Ratings00 Ratings
Test reporting8.01 Ratings00 Ratings
Funnel Analysis8.01 Ratings00 Ratings
User Segmentation8.01 Ratings00 Ratings
Digital Experience Platform
Comparison of Digital Experience Platform features of Product A and Product B
Salesforce Experience Cloud
10.0
1 Ratings
8% above category average
Twilio
-
Ratings
Campaign management10.01 Ratings00 Ratings
Cloud enablement10.01 Ratings00 Ratings
Content aggregation10.01 Ratings00 Ratings
Content classification10.01 Ratings00 Ratings
Multi-channel content personalization10.01 Ratings00 Ratings
Customer data analytics10.01 Ratings00 Ratings
DXP Third-Party Integrations10.01 Ratings00 Ratings
Multi-website management10.01 Ratings00 Ratings
Digital asset management10.01 Ratings00 Ratings
Editorial workflows and task management10.01 Ratings00 Ratings
Best Alternatives
Salesforce Experience CloudTwilio
Small Businesses
Kentico Xperience
Kentico Xperience
Score 6.5 out of 10
Simplify360
Simplify360
Score 7.8 out of 10
Medium-sized Companies
Tridion
Tridion
Score 9.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Tridion
Tridion
Score 9.0 out of 10
Conversica
Conversica
Score 9.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Salesforce Experience CloudTwilio
Likelihood to Recommend
10.0
(52 ratings)
6.5
(72 ratings)
Likelihood to Renew
-
(0 ratings)
8.0
(5 ratings)
Usability
9.4
(4 ratings)
9.5
(10 ratings)
Performance
9.1
(5 ratings)
7.1
(17 ratings)
Support Rating
7.7
(17 ratings)
5.6
(16 ratings)
Implementation Rating
-
(0 ratings)
9.5
(2 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
10.0
(1 ratings)
Ease of integration
9.4
(4 ratings)
-
(0 ratings)
Professional Services
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Salesforce Experience CloudTwilio
Likelihood to Recommend
Salesforce
Salesforce Experience Cloud is well-suited for organizations that have clients who periodically or routinely need to access historical data or documents. The product also offers an exceptionally effective tool to engage with customers around support/service issues and the entire Case management functionality built into the Salesforce platform. The product might be less well-suited in environments where there is exceptionally high staff turnover within customer accounts, or where there is a substantial lack of very basic computer skills.
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Twilio
I think Twilio has a very powerful set of tools that can be beneficial for almost any business, but it is on the more expensive side (and for good reason) so I wouldn’t recommend it to very small businesses or anyone wanting a cheaper solution. But for medium to large orgs, there are a plethora of ways to gain value from these products. I’ve only used Twilio with my current client, but I will be recommending Twilio Segment to future clients for capturing and processing customer data and building marketable audiences. One use case is using Twilio Segment as a way to manage marketing opt-ins and compliance, I have used Functions to capture opt-out data from events and send that info to One Trust and other systems, for example. Another use case is mass texts such as surveys; or customer support using Twilio Flex (especially with the new AI context features coming out). It would not be appropriate for a business who does not have a large spend for marketing, or maybe a B2B who doesn’t address the individual customers directly.
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Pros
Salesforce
  • Complete integration with the Salesforce ecosystem. Data displayed in your Community portal reflects records from a Sales Cloud organization
  • Highly customizable. A Community Cloud portal can be totally customized both visually and with different funcionalities with little to no coding skills required
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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.
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Cons
Salesforce
  • The documentation for implementing Experience Cloud can be a bit confusing as their rebranding hasn't made it's way into all articles, resulting in different terminology being used to refer to the same thing
  • Some things are not as intuitive regarding their customizability, so there's a bit of a learning curve (i.e. Lightning apps can't be used to customize layouts in Experience Cloud)
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Twilio
  • In my opinion, online support is extremely subpar for clients.
  • In my experience, no way to talk with anyone without a $1,500 investment monthly in their service.
  • In my experience, be prepared to wait at least 2-4 days to receive even one response from their support.
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Likelihood to Renew
Salesforce
No answers on this topic
Twilio
We have standardized our processes surrounding Twilio. The entire process just works! There is no significant gap that we need to fill. Instead of thinking about Twilio's replacement, we'd rather focus on our customers with Twilio. It meets all our uses-cases currently. We haven't even explored the entire suite of applications to determine what other use cases we may potentially use.
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Usability
Salesforce
Usability is pretty streamlined, especially if you're familiar with other Salesforce products, but even if not, take it from me, as I just entered the technological space about two years ago, that this product is pretty simple to learn. You don't have to jump in with your head underwater. Small wins and learnings along the way are what foster long-term understandings and enable your evolution alongside the product. I definitely recommend Salesforce Trailhead along with it
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Twilio
Overall the product API is extremely well documented so it is very easy to build a product with their technology. The website is a little bit cumbersome to use as they have greatly expanded the number of products that they have over the years, but the dashboard UI has not been improved much since.
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Performance
Salesforce
It's delivered on our original requirements and we've found ways to grow its usage. We continue to build on our original success and we can report our data out to leadership to show a true return on investment which is great for growing support and expanding uses for the system.
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Twilio
The problem tends to be us, the user, rather than Twilio. We don't reach out to support fast enough (spend time struggling), but when we have, they've solved our issue immediately. We are rural, so there are signal issues to accommodate, however, we find that a few staff on a few cellular networks can triangulate where we all have signal to put up a sign.
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Support Rating
Salesforce
We have weekly calls with our Salesforce reps. They bring new ideas to the table and help with taxonomy builds. They have also answered many questions and connected us to the right people for us to grow our knowledge and utilization of the platform. They are a good partner overall in comparison.
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Twilio
I've never had to contact Authy's support. Of course, that's because Authy is so simple and easy to use that there hasn't been any need to. Authy correctly implements the time-based one-time password (TOTP) protocol, and becomes it conforms to the standard, it easily replaces Google Authenticator for your needs.
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Implementation Rating
Salesforce
No answers on this topic
Twilio
The developer APIs and SDKs are super easy to follow.
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Alternatives Considered
Salesforce
I have used Datatel/Colleague/Recruiter before. There were issues because only one person at the institution was able to have the student's record open at a time. This was problematic when collaboration between departments was necessary especially in the case of admissions, financial aid, and registration. We also had to do our work and then log out before asking a questions of another department. Sometimes simultaneous use was necessary. However, this was years ago and they may have since updated the program.
Read full review
Twilio
Twilio was referred to me by a business colleague, and I can't be more thankful! Twilio has helped my Facebook page by leaps and bounds, and I haven't even considered trying another chat option for my page. It is easy to set up, and customer service is quick to answer any and all questions you may have. I highly recommend it!
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Contract Terms and Pricing Model
Salesforce
No answers on this topic
Twilio
Being in South Africa, direct local currency support would be nice
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Return on Investment
Salesforce
  • Improved online admission application completion rates from mid-60%s to mid-80%s.
  • Positive user experience from start-to-finish to leverage one data system for all prospective student data
  • Fewer data integrations transforming and loading sensitive student data by leveraging Salesforce Community Cloud to access already existing data
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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.
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ScreenShots

Twilio Screenshots

Screenshot of To access any of the products in Console, head over to the “Explore Products” section and start building.Screenshot of Whether you prefer to build with a drag-and-drop visual editor or with code, Twilio SendGrid Marketing Campaigns helps you engage your customers through email.Screenshot of Flex is a programmable Contact Center that puts you in control.