Highly efficient tool, good support service
Updated November 25, 2021

Highly efficient tool, good support service

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Modules Used

  • Programmable Voice
  • Programmable Video
  • Programmable SMS
  • Programmable Chat

Overall Satisfaction with Twilio

We implemented Twilio within a small service-based company that needed to point people in the right direction when they got in touch with the company. Whatever channel those people get in touch with us, such as Whatsapp or email, we can quickly streamline the conversation and then keep an accurate record of all interactions in the future.
  • Plenty of options of channels to offer as part of the tool
  • Integrations
  • Automating actions, such as emails and SMS confirmations of orders or support tickets
  • Experienced some technical issues in the past
  • Not the easiest to set up (initially) - this was the first time I used the tool
  • IT executives would find it easier to set up rather than marketers - it would be good if the tool was aimed more at marketing. This said product support is good
  • SMS messaging and emails
  • Customer support and service is amongst the best I've experienced
  • Calls via the internet, and the reports and documentation of such calls amongst the other channels
  • Good pricing options based on features required
  • Being able to contact (and reply to queries) on the channels those customers prefer
I would say that Salesforce is possibly a more comprehensive product that I have used in the past (and still do occasionally for a client) but Salesforce wouldn't be suitable for the service-based SME which Twilio was used for in this instance.

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Programmable SMS messaging was particularly a very good (and enjoyable) process to create - the tool in this respect was really nice to use. With SMS messages, in particular, the logs or deliveries, etc., and very interesting and presented in an easy-to-use way. Whilst technically the tool is a little complex, the UI is well designed and inviting to use.