Salesforce Customer Identity vs. Twilio

Salesforce Identity is well suited and I'm on the street visiting and I have to access a customer's account and I need to access multiple systems at the same time to get a lot of information. When I have to compare information on 2 or more different systems and I need it all connected at the same time.

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In terms of service quality, I will conveniently recommend Twilio to colleagues without an hesitation. The only reason why I may not recommend Twilio will be because there are cheaper alternatives out there. For me and my marketing department, our relationship with Twilio's services is primarily around quick, reliable delivery of marketing content to prospects , leads and customers. I dare to say that over the last six years ,I have seen Twilio do this exceptionally well without problems.

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• SFI, allows you to connect and manage all your applications in one easy to use interface.
• It has the ability to use many different authentication standards to fit all the different needs of the applications.
• If the standard isn't supported it has the flexibility to create your own custom solution.

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• 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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• Can't think of any other than pricing.

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• 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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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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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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I have always found Twilio to be reliable platform. I'm not a huge fan of the new home layout but I'm sure they changed it for a reason, and I can still find my way around. It's a very dependable platform.

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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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The developer APIs and SDKs are super easy to follow.

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One system completes the other. I use Salesforce Identity to enter Salesforce CMS. All my company's client portfolios are in SF CMS. I use the Salesforce Identity and the Salesforce CMS every day, all the time.

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Twilio is the idea solution for our needs, which involves sending targeted SMS messages to prospects who have opted into our ads. We do this to communicate offers/services and also to remind prospects in the lead-up to sales appointments (plus post-meeting communications). We have just started using WhatsApp, and this could be a very useful tool for community building and may compete with Twilio over time.

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

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• The biggest return is on the auditing and ease of use for the users.

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• 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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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info