What users are saying about
Top Rated
331 Ratings
Top Rated
149 Ratings
Top Rated
331 Ratings
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Score 8.6 out of 100
Top Rated
149 Ratings
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Score 8.5 out of 100

Feature Set Ratings

    Incident and problem management

    7.7

    Salesforce Service Cloud

    77%

    Twilio

    Feature Set Not Supported
    N/A
    Salesforce Service Cloud ranks higher in 6/6 features

    Organize and prioritize service tickets

    8.4
    84%
    55 Ratings
    N/A
    0 Ratings

    Expert directory

    7.1
    71%
    40 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.1
    71%
    47 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    7.3
    73%
    42 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    8.1
    81%
    56 Ratings
    N/A
    0 Ratings

    Ticket response

    8.1
    81%
    55 Ratings
    N/A
    0 Ratings

    Self Help Community

    7.2

    Salesforce Service Cloud

    72%

    Twilio

    Feature Set Not Supported
    N/A
    Salesforce Service Cloud ranks higher in 2/2 features

    External knowledge base

    6.9
    69%
    46 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    7.5
    75%
    51 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    8.0

    Salesforce Service Cloud

    80%

    Twilio

    Feature Set Not Supported
    N/A
    Salesforce Service Cloud ranks higher in 5/5 features

    Customer portal

    7.7
    77%
    39 Ratings
    N/A
    0 Ratings

    IVR

    7.6
    76%
    25 Ratings
    N/A
    0 Ratings

    Social integration

    8.1
    81%
    34 Ratings
    N/A
    0 Ratings

    Email support

    8.2
    82%
    56 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    8.2
    82%
    49 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Twilio is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    8.3

    Salesforce Service Cloud

    83%
    62 Ratings
    8.7

    Twilio

    87%
    51 Ratings

    Likelihood to Renew

    9.6

    Salesforce Service Cloud

    96%
    4 Ratings

    Twilio

    N/A
    0 Ratings

    Usability

    8.4

    Salesforce Service Cloud

    84%
    11 Ratings
    9.0

    Twilio

    90%
    10 Ratings

    Availability

    8.7

    Salesforce Service Cloud

    87%
    7 Ratings

    Twilio

    N/A
    0 Ratings

    Performance

    8.6

    Salesforce Service Cloud

    86%
    7 Ratings

    Twilio

    N/A
    0 Ratings

    Support Rating

    7.5

    Salesforce Service Cloud

    75%
    29 Ratings
    9.5

    Twilio

    95%
    18 Ratings

    Online Training

    9.0

    Salesforce Service Cloud

    90%
    1 Rating

    Twilio

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    Salesforce Service Cloud

    N/A
    0 Ratings
    10.0

    Twilio

    100%
    1 Rating

    Professional Services

    Salesforce Service Cloud

    N/A
    0 Ratings
    10.0

    Twilio

    100%
    1 Rating

    Likelihood to Recommend

    Salesforce

    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.
    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

    Salesforce

    • 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.
    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

    Salesforce

    • 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.
    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

    Salesforce Service Cloud

    Starting Price

    $65 per month

    Editions & Modules

    Salesforce Service Cloud editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      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.

      Likelihood to Renew

      Salesforce

      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.
      Read full review

      Twilio

      No answers on this topic

      Usability

      Salesforce

      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.
      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

      Reliability and Availability

      Salesforce

      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.
      Read full review

      Twilio

      No answers on this topic

      Performance

      Salesforce

      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.
      Read full review

      Twilio

      No answers on this topic

      Support Rating

      Salesforce

      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.
      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

      Salesforce

      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.
      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

      Salesforce

      No answers on this topic

      Twilio

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

      Return on Investment

      Salesforce

      • 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
      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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