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Keep your customers informed via text using Twilio
Updated July 18, 2023

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.

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'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.

Using Twilio

5 - Three different business units utilize Twilio - one unit is focused on Business Operations, another is IT, and the most important is case management business unit that assesses loss claims and provides advocacy. This latter group uses Twilio to keep claimants - that is the person who suffered a financial loss - informed about their case through automatic notification. They, however, do not do this work manually. They utilize IT department, that utilizes Twilio's automation tools such as APIs to deliver message to the claimant. The business operations team is made aware of communication so that they can reasonably respond to a claimant who has questions about the communication they received.
2 - Twilio does not require much support. Once IT wrote the code for communications, there wasn't much of a need for anyone to touch that integration. The business unit(s) support Twilio by making payments and IT does routine checks on messages going through Twilio. We already had software development/programming skills. Twilio's APIs made it easy for us to use our existing programming skills to integrate with Twilio and focus on communicating with customers.
  • Initial contact with a customer
  • Keeping customer informed
  • Getting feedback from customers
  • Two-way communication with customers
We have standardized our processes surrounding Twilio. The entire process just works! There is no significant gap that we need to fill. Instead of thinking about Twilio's replacement, we'd rather focus on our customers with Twilio. It meets all our uses-cases currently. We haven't even explored the entire suite of applications to determine what other use cases we may potentially use.

Twilio Support

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.

Using 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.