What users are saying about
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Top Rated
303 Ratings
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126 Ratings

Salesforce Service Cloud

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Top Rated
303 Ratings
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Score 8 out of 100

Twilio

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126 Ratings
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Score 8.8 out of 100

Likelihood to Recommend

Salesforce Service Cloud

Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
Gordon Dalgleish | 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

Feature Rating Comparison

Incident and problem management

Salesforce Service Cloud
7.3
Twilio
Organize and prioritize service tickets
Salesforce Service Cloud
7.8
Twilio
Expert directory
Salesforce Service Cloud
6.8
Twilio
Subscription-based notifications
Salesforce Service Cloud
7.1
Twilio
ITSM collaboration and documentation
Salesforce Service Cloud
6.9
Twilio
Ticket creation and submission
Salesforce Service Cloud
7.6
Twilio
Ticket response
Salesforce Service Cloud
7.5
Twilio

Self Help Community

Salesforce Service Cloud
6.7
Twilio
External knowledge base
Salesforce Service Cloud
6.6
Twilio
Internal knowledge base
Salesforce Service Cloud
6.9
Twilio

Multi-Channel Help

Salesforce Service Cloud
7.2
Twilio
Customer portal
Salesforce Service Cloud
6.7
Twilio
IVR
Salesforce Service Cloud
6.7
Twilio
Social integration
Salesforce Service Cloud
7.4
Twilio
Email support
Salesforce Service Cloud
7.6
Twilio
Help Desk CRM integration
Salesforce Service Cloud
7.7
Twilio

Pros

Salesforce Service Cloud

  • Flexibility of data tracked, displayed, reported on, and customized.
  • Single source of truth for support, implementations, sales and management.
  • Ability to integrate through built-in app exchange and easy API.
  • Reporting and emailed reports with direct links to drill down into data.
  • Do virtually whatever you "need" to do.
Jonathan Tanis | 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

Salesforce Service Cloud

  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
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

Likelihood to Renew

Salesforce Service Cloud

Salesforce Service Cloud 9.6
Based on 4 answers
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Anonymous | TrustRadius Reviewer

Twilio

No score
No answers yet
No answers on this topic

Usability

Salesforce Service Cloud

Salesforce Service Cloud 8.4
Based on 11 answers
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Anonymous | TrustRadius Reviewer

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

Reliability and Availability

Salesforce Service Cloud

Salesforce Service Cloud 8.7
Based on 7 answers
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Anonymous | TrustRadius Reviewer

Twilio

No score
No answers yet
No answers on this topic

Performance

Salesforce Service Cloud

Salesforce Service Cloud 8.6
Based on 7 answers
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Hans Hong | TrustRadius Reviewer

Twilio

No score
No answers yet
No answers on this topic

Support Rating

Salesforce Service Cloud

Salesforce Service Cloud 7.1
Based on 29 answers
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Anonymous | TrustRadius Reviewer

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

Salesforce Service Cloud

I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
Anonymous | 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

Salesforce Service Cloud

  • While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
  • Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
  • We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
Anonymous | 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

Salesforce Service Cloud

General

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

Salesforce Service Cloud Editions & Modules

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

Salesforce Service Cloud
7.4
Twilio
8.7

Likelihood to Renew

Salesforce Service Cloud
9.6
Twilio

Usability

Salesforce Service Cloud
8.4
Twilio
9.5

Reliability and Availability

Salesforce Service Cloud
8.7
Twilio

Performance

Salesforce Service Cloud
8.6
Twilio

Support Rating

Salesforce Service Cloud
7.1
Twilio
8.6

Online Training

Salesforce Service Cloud
9.0
Twilio

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