Beware TWILIO!
October 19, 2023
Beware TWILIO!
Score 1 out of 10
Vetted Review
Verified User
Modules Used
- Programmable SMS
Overall Satisfaction with Twilio
We have been using Twilio's texting feature for our clients for over 1 year. Due to new regulations, we had to provide additional information about our use. As a result, the feature on our software was "halted." We completed the documentation and have reached out to Twilio dozens of times over the past month, and cannot get the feature back up and running with any success.
In my experience, Twilio keeps putting our "campaign" off for days at a time. In my experience, we contacted with no response multiple times and at this point, we will likely leave Twilio for another provider unless something changes this weekend.
I would not recommend Twillio at all for setting up for a client. In my opinion, it has been a "MONTH" long nightmare to get this feature back up and running.
In my experience, Twilio keeps putting our "campaign" off for days at a time. In my experience, we contacted with no response multiple times and at this point, we will likely leave Twilio for another provider unless something changes this weekend.
I would not recommend Twillio at all for setting up for a client. In my opinion, it has been a "MONTH" long nightmare to get this feature back up and running.
Pros
- Allows to send one way messages
- Can be attached to third party software
Cons
- In my opinion, online support is extremely subpar for clients.
- In my experience, no way to talk with anyone without a $1,500 investment monthly in their service.
- In my experience, be prepared to wait at least 2-4 days to receive even one response from their support.
- Can't support our clients with their solution
- Lost over $3,000 in development time trying to manage their support system.
- Training for new features was halted, in my opinion, because of their lack of support.
We had planned to use Twilio SMS messaging in at least 30-50 solutions. In my experience, it was working a month ago and now we can't even get a call back from their organization -- everything is through an online ticketing program that I feel is ineffective, lack luster, and doesn't provide timely follow-up.
At this point, not at all.
Do you think Twilio delivers good value for the price?
No
Are you happy with Twilio's feature set?
No
Did Twilio live up to sales and marketing promises?
No
Did implementation of Twilio go as expected?
No
Would you buy Twilio again?
No
Using Twilio
20 - Our clients use Twilio to text witnesses and police officers for trials from our software.
3 - Full Stack Developer
- Texting witnesses for trials
- Texting clients for updates
- Allowing our clients to text others in their contact list within our software
Evaluating Twilio and Competitors
- Scalability
- Integration with Other Systems
- Ease of Use
Integration with other systems
Make sure we know that we have a "person" who is helping us manage our integration.
Twilio Implementation
- Implemented in-house
Change management was a minor issue with the implementation
Twilio Support
| Pros | Cons |
|---|---|
None | Slow Resolution Poor followup Less knowledgeable Problems left unsolved Not kept informed Escalation required Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care Slow Initial Response |
We didn't because right now, we have about 10 small clients using it for short text messages. NONE of them can use it currently from within our software.
Yes - No... That's why I'm writing here. This is just awful for our clients.
Over a year ago... We were able to establish this addition with minimal difficulty.
Using Twilio
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Ease of use in integration
- Lack of support when regulations started
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