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Best in class communication services
Updated October 26, 2023

Best in class communication services

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • Flex
  • Programmable Voice
  • Programmable SMS
  • Programmable Wireless

Overall Satisfaction with Twilio

[Twilio is] used to manage communication with our clients in the ways that our clients work outside of emails. It allows us to communicate with our clients by voice calls and text messages. We used to use programmable wireless to provide on demand connectivity as we travel with our equipment but have shifted to other vendors as they spun off that business.
  • Documentation
  • Developer Guides
  • Support
  • Account Transfers
  • Finding Owned Resources
  • Ability to chat with customers via multiple channels (voice, chat, SMS)
We primarily integrate only the voice and SMS channels with Twilio and it's been very reliable.
Twilio allows us to easily communicate with our clients and partners though multiple channels. As clients and partners are shifting to more "messaging" based communication as opposed to emails, it's been easy to adapt to customer demands with Twilio
We have never experienced outages or performance degradations with Twilio.
We required more customizations and Twilio Flex offered exactly that.

Do you think Twilio delivers good value for the price?

Yes

Are you happy with Twilio's feature set?

Yes

Did Twilio live up to sales and marketing promises?

Yes

Did implementation of Twilio go as expected?

Yes

Would you buy Twilio again?

Yes

Twilio provides a set of highly robust building blocks for communication and connectivity. It works extremely well with our business which fluctuates in demand and we can scale up and scale down very easily at any time.

Using Twilio

1 - Operations
We have not had need to provide any technical support.
  • Client communication
  • Office guest notifications
  • Twilio Flex was easy to use to create a supplementary CRM system
  • Expand on Twilio Flex and migrate off OpenPhone implementation
Twilio delivers exceptional value, performance, and reliability in its service. It's also been very cost effective.

Evaluating Twilio and Competitors

  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
  • Ease of Use
The cost to run Twilio services is incredibly low.

Twilio Implementation

The developer APIs and SDKs are super easy to follow.
  • Implemented in-house
Change management was minimal

Twilio Support

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.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No, we don't experience issues with Twilio nor have a complex implementation.
Yes - Their support is very helpful and to the point.

Using 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.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Search
  • Logs
  • Admin UI
  • Customizing admin UI navigation