Keep your customers informed via text using Twilio
June 11, 2021

Keep your customers informed via text using Twilio

Chirag Shukla | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Modules Used

  • Programmable SMS

Overall Satisfaction with Twilio

We use Twilio to send text messages to customers and partners about their bill, progress on their injury cases, etc. We use that across the company but Twilio's use is heavier in some departments than others. In this day and age, customers want to be kept informed of status of their case/complaint. Customers want to know when a bill is generated, when a bill is paid and more. Twilio's SMS API allows us to keep customers informed and that increases their trust in us.
  • Easy.
  • Reliable.
  • Mature.
  • Requires advanced skills.
  • IT needs to be involved.
  • Customer satisfaction improved.
  • Calls from customers to our service center reduced.
The best part is that we don't need to call Twilio. Barely ever does anything go wrong. When do have to call regarding questions about billing or account settings, they are always happy to help. We don't feel like we are burdening them. Support typically has answers for us in the first call and we seldom have to wait for escalations.

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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.
Twilio's SMS is very well suited to interact with customers via text messaging. While we have seen younger generation being happier with texting, we are also seeing texting picking up across all demographics. Twilio will generate/increase trust in situations when customers require rapid response or want to be informed of their account/status changes. Twilio's SMS is not the best for sending links to files, getting electronic signatures via links or sending large images etc. Expect IT to be involved and ensure that IT is given adequate information about your current AND future plans to gain the most out of Twilio SMS.