Item: Twilio
Rating: 8
Author: Verified User

Overall Satisfaction with Twilio

Use Cases and Deployment Scope

We use Twilio as our main provider / server in our communication channels, being: Voice, WhatsApp and Webchat. We also use Twilio Flex integrated with our CRM, Salesforce, as a way to link, our clients with our support team. And last, but not least, we use the Twilio Studio to create our chatbot flows.

Pros and Cons

Pros

Communication as a Service
Managing numbers for whatsapp and voice
Intuitive flow creation

Cons

NLP and NLU integrated with their Studio Console
Meta integration and whatsapp templates management
Complex flow start looking crazy complex in studio
No publishing schedule for studio flows

Return on Investment

It helped increase our customer satisfaction by 30 points.
It increased our service stability.
It helped us grow without too much trouble when hiring more people on support.

Channels

I use 3 channels. I would need more, I would like to have social media also connected to it.

Scalability

I think it helped us improve our service stability, and also customer satisfaction.
It really is a scalable solution, but, this comes at a price of really deep customization. That is good, because we can build a lot of functionalities with it, but it is usually very hard work in order to do so.

Performance

Twilio is really stable, we've 3 maybe 4 times downtime. We used to work with a very worse platform, in which we would need to go into War Rooms every week, at least. In that sense, Twilio is really stable and reliable.

Alternatives Considered

IBM Watson Natural Language Understanding, Avaya Call Center Elite and Prelude Enterprise from NTT Data

I think Twilio is as stable as Avaya in the sense that it comunicates well, but the market is really more into Avaya, so we had to go into a lot of effort to convince everyone in the company that Twilio was good and would work. I think it doesn't hold up againt Watson, because it doesn't have the same NLP and NLU solution, so, that is a big problem for us, we still need to use Watson. And against NTT, is so much better.

Key Insights

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?

Did implementation of Twilio go as expected?

Would you buy Twilio again?

Yes

Other Software Used

Salesforce Service Cloud, Sprout Social

Likelihood to Recommend

I think Twilio is really good for being the main orchestrator of chatbot channels, but I think it really misses a few functionalities that are great in other platforms. An essential one for me is NLP and NLU inside studio. You have to create a really complex integration or fallback flow to have a similar behavior (compared to if you were using Watson).
Also, I think it is really hard to manage whatsapp templates if you are using it (compared to if you were using Meta directly).

Comments

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Twilio a very stable platform for your communication needs

Modules Used