Long time Twilio user
September 05, 2025

Long time Twilio user

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

Modules Used

  • Programmable SMS

Overall Satisfaction with Twilio

Twilio is very developer-focused. They are reliable but don't offer a lot of support. They will work for you if you are a sophisticated delivery developer in the US. If you need handholding, there are better options in the marketplace as messaging gets more and more complicated with regulations and costs.

Pros

  • Reliable
  • Documentation
  • Forthright

Cons

  • Support
  • Answering the phone with out fees
  • Pricing
  • Vetting fees
  • Camnpaign fees
  • Carrier fees
Twilio has been our number 1 CPaas provider in the US Market. They have a great API and lots of tools for developers. Their partnering portal needs some work, and they need to expand beyond just the developer. We have been using other CPaaS providers, but Twilio captures the lion's share of our SMS traffic
They have built in redundancy with reliable delivery to the three major US carriers. We don't use them in Australia, Europe or the UK. We also look for local support, it is really hit or miss depening on the markets. But, If you send to the US, Twilio has you covered.
This is really geography-dependent. Bandwidth is good in the US, but they had a reliability issue a few years ago. They have similar pricing and are more open to partnering. Sinch is more telco-focused and has great reliability, not big in the US market. Infobip is EU based and not strong in the US, focused on short codes

Do you think Twilio delivers good value for the price?

Yes

Are you happy with Twilio's feature set?

Yes

Did Twilio live up to sales and marketing promises?

Yes

Did implementation of Twilio go as expected?

Yes

Would you buy Twilio again?

Yes

The CPaaS space is very crowded. They were the first in and best dressed in the US market before the carriers implemented the campaign registry. Now you need to worry about delivery, costs, and compliance. They are built for developers, not for companies without sophisticated resources. The real question is, how much do you want to invest to support this?

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