Item: Twilio
Rating: 8
Author: Verified User

Overall Satisfaction with Twilio

Use Cases and Deployment Scope

We use it to build a platform for customer outreach in both pre and post sales lifecycle. It's a programmatic solution vs off the shelf alternatives and provide for more customization but requires a lot of engineering effort to get launched

Pros and Cons

Pros

Customization
Scalable
Support

Cons

Cost
Complexity
Documentation

Return on Investment

Cost - negative
Capable - it's very easily extensible

Channels

Only voice and text, it has all the new channels we may want to expand into such as in app, email, and business chats

Scalability

It 100% does meet the mandate of being flexible and scalable - but very expensive at that. It comes at the expense of literal vendor costs but also with team and maintenance. It's far from out of the box which means you will need to maintain an internal team for upkeep

Performance

It's very good at horizontally scaling, either by actual raw infrastructure such as the number of phones required or by business logic such as the number of internal customers you need to service ie representatives or end customers

Alternatives Considered

Braze and Bandwidth

It's more customizable and scalable. It's more of an enterprise solution with a complete platform that provides good SLAs compared to other vendors, which often will need to be supplemented to meet the full product suite

Key Insights

Do you think Twilio delivers good value for the price?

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?

I wasn't involved with the implementation phase

Would you buy Twilio again?

Yes

Likelihood to Recommend

We find Twilio good for large and scaled out customer facing teams. It really isn't meant for small teams that can be handled by a lot of off the shelf solutions. I think of Twilio more as infrastructure than a product. You end up needing to build out your own end product but really that end product you want is up to you to build

Comments

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Expensive - but enterprise ready