Overall Satisfaction with Twilio
We are an eGiftCard company that uses SMS as an integral part of user validation and eGiftCard usage flows. Between 2016-2019 (our earliest years) we had employed another programmatic SMS vendor simply due to the cost - we needed to validate our business hypothesis and the cost had to be minimal. Toward mid-2019, when the number of SMSes was at the scale of a few 10,000s, we started getting a lot more complaints about the effectiveness of SMS delivery. And that is when we checked options in the market and went ahead with Twilio - the major reasons we considered were (a.) feedback available on service from fellow startups, and a comparative analysis with other service providers on the dimension of "SMS delivery effectiveness" (b.) ease of integration for our tech team - documentation helped well (c.) set limits for auto top-ups. Since then our SMS usage has grown by a significant factor - 100,000s/quarter and Twilio has been a great fit for us; we don't think about our SMS layer anymore, so I think that's a job well done by Twilio.
- SMS delivery effectiveness - rarely are non-delivery issues affecting us.
- Auto top-up of account credits with self-definable limits.
- Provides excellent documentation that leads to the development team breezing through integration.
- The 2-factor authentication is the default for Twilio login. For several use cases, we want multiple members of the team to access the dashboard and the email/OTP authentication layer becomes a bottleneck. If multi-user admin privileges can be built-in, that works great.
- As the scale of usage goes, pricing becomes a concern, and Twilio doesn't have a tiering built into the dashboard that we can leverage on.
- Compared to a prior SMS vendor, we measured a 10X decrease in customer service cases by adopting Twilio.
- Pricing wise, we are paying approximately 30% more than our previous vendor.
Do you think Twilio delivers good value for the price?
Are you happy with Twilio's feature set?
Did Twilio live up to sales and marketing promises?
Did implementation of Twilio go as expected?
Would you buy Twilio again?