Twilio is providing us with newer customer engagement capabilities.
March 05, 2022

Twilio is providing us with newer customer engagement capabilities.

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

Modules Used

  • Programmable Voice
  • Programmable SMS
  • Programmable Chat
  • Twilio API for WhatsApp

Overall Satisfaction with Twilio

Twilio is used within my company for multiple use-cases and by different departments. However, within my department, we use Twilio for engagement with our customers through automated SMS, voice calls, and even text message engagement on mainstream social media applications like Telegram and WhatsApp. With Twilio, we are basically transforming how and where we engage with our customers.
  • Integration with third party productivity applications.
  • Fast message delivery.
  • Real-time messaging engagement with customers.
  • While Twilio does a great job as far as engaging with customers through SMS content. It is lacking in terms of the quality of analytical data it provides about how our customers are engaging with our content.
  • Faster engagement with customers.
  • Improved customer engagement with our marketing content.
  • Improved efficiency with cross channel marketing.
Twilio provides some of the best support services of any software vendor. Not only is response very quick, but the agents have on a few occasions gone out of their way to help us navigate critical hurdles. The Twilio user community is active and helpful as well, making them a reliable medium to find solutions to most issues encountered with Twilio.

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?

I wasn't involved with the selection/purchase process

Did implementation of Twilio go as expected?

I wasn't involved with the implementation phase

Would you buy Twilio again?


Twilio does quite well in the area of usability, at least from the perspective of a semi-technical user like myself. However, we still rely on our colleagues in the product development department for advanced tasks such as integrating Twilio into the software applications we use and our in-house workflow processes.
Twilio is very effective when it comes to text and voice-based engagement with customers, and in my department, this is the major purpose it serves for us. On the flip side, Twilio is weak in the area of providing analytical data, which can be used to measure the level of engagement we are generating through marketing messaging.