Experience with Twilio
May 20, 2021
Experience with Twilio
Score 9 out of 10
Vetted Review
Verified User
Modules Used
- Flex
- Programmable Voice
- Programmable Chat
- Twilio API for WhatsApp
Overall Satisfaction with Twilio
We use Twilio to send a message via WhatsApp to the client with the agent assigned to their case. Twilio Flex is used as a call center to be able to contact customers who have questions or need help with a process. It also uses both calls and messages (WhatsApp, Facebook messenger, and webChat provided by Twilio). Likewise, the way to make calls from Flex to clients attended by agents was implemented.
- Easy implementation with channels (WhatsApp and webchat) that are already predefined.
- Using Twilio studio you can define paths with whatever you want to happen.
- It has a good support to be able to consult about problems.
- Shortage of numbers to be able to operate, it has happened to us that in a country where we want to operate there are no numbers currently available. And if there are, the actions that can be used are limited. This is in South America (our case).
- The documentation too basic for some cases that you want to do. If one does not know the language in this case React counts a little to understand how to continue working. (Twilio Flex)
- There are some features that are still very green or in beta. For example, being able to obtain the name of the person speaking through the Facebook messenger channel. For Instagram there is nothing official to use, it has to be configured by hand. As if you have more than one number to call, you have to customize something to work.
- Data centralization.
- Customer list management.
Do you think Twilio delivers good value for the price?
Not sure
Are you happy with Twilio's feature set?
Yes
Did Twilio live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Twilio go as expected?
Yes
Would you buy Twilio again?
Yes