Solid SaaS that makes you forget about it once implemented, to focus on other business aspects
November 24, 2021

Solid SaaS that makes you forget about it once implemented, to focus on other business aspects

Srawan Kumar Kamatala | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • Programmable SMS

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.
  • Delivery effectiveness.
  • Auto top-up of credits to account.
  • 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.

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Have shared some information in my earlier responses.