Increase your ROI with Whatsapp Business through Twilio
March 08, 2021

Increase your ROI with Whatsapp Business through Twilio

Ramón Carmona Medina | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Programmable SMS
  • Twilio API for WhatsApp

Overall Satisfaction with Twilio

A year ago we were using Twilio SMS as verification code register/login for out app. Now days we have evolved and since we implement a WhatsApp register/login we had to do all the process with facebook and Twilio in order to have a verified WhatsApp Business Number from Twilio. We implemented our login sending whatsapp code messages and later we implemented a CRM through Twilio whatsapp for our customers (equivalent to others like intercom, zendesk, etc. but with whatsapp). Additional we still use Twilio SMS in order to verify potential leads instead of using captchas.
  • The ecosystem is just good and is online 99% of the time
  • They provide you with needed tools in order to implement solutions that you have in mind.
  • As for Whatsapp Numbers they give you personal follow-up from the beginning until the implementation from the side of Twilio of course.
  • Well when we talk about Twilio we already know is gonna be hard to implement since are most of the time API request. I know that Twilio has partners with several business that make 3rd party integrations so an easy way to find in Twilio those integrators might be useful for those who want to use Twilio but they have the tech barrier against them.
  • Twilio WhatsApp Business didn't have verified numbers for Mexico, so our business is using a US whatsapp verified number business. It could be nice to have a local Mexican number in order to be closer to our customers. For international business this might not be necessary.
  • Cost even for WhatsApp Business is slightly almost the same as sending SMS we were expecting to savings by using Whatsapp instead of SMS so a better differentiation in price will be a good improvement.
  • Is cheaper to use WhatsApp Business through Twilio so yes we are saving.
  • Having implemented a register/login and CRM through Whatsapp increase the acquisition of customers and makes easier the UX when using our product and is reflected in decreasing our CAC.
  • As said before it could have a bigger impact if we have access to local numbers for whatsapp in Mexico since it might help us to increase or ROI.
Those solutions are just not the same, Mailgun is a programmable SMS API with really low cost and is so far compared with Twilio SendGrid but since we are using more Twilio SMS or Whatsapp, [it's not used for] the same purpose. As OneSignal is an all in one solution for being in communication with customers it offers email mkt, push notifications and SMS. [It is] not clear for us yet if SMS is similar to Twilio because it seems to be solution between bulk sms mkt platform and a programmable SMS. [On] the other hand we have Zendesk Sunshine or smoochio we saw this solution when implementing WhatsApp Business but even if they said they had Mexican numbers we decided to go with Twilio since we asked several times to see how the end user interface looked and we continuously got evasive answers so for Twilio we find a 3rd party integration that clearly told us what they had and what didn't had but they were working one so the 3rd party solution with Twilio was important in this decision.

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Right now we already find out how to implement WhatsApp Business through Twilio like a self development application or through 3rd party solutions. This way we are pretty comfortable in recommending Twilio Whatsapp to other colleagues and actually we have done it. Also if colleagues [don't] have the same technical skills to make the implementation we can recommend 3rd party integrations that automatically give all the main features a business would like to have from whatsapp as CRM, multi seat and whatsapp broadcast.

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