My experience with Twilio as a customer care representative.
December 02, 2025

My experience with Twilio as a customer care representative.

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

Modules Used

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

Overall Satisfaction with Twilio

Twilio is a very essential tool in our organization for streamlining customer engagement and communication. The software has amazing video, voice and messaging tools that ensure seamless communication. It is easy to deploy and implement and has very customizable templates. The product also provides us with real-time analytics and 24/7 customer support services.

Pros

  • Value for money. The software has an affordable and flexible pricing.
  • Easy software configuration and integration with other systems.
  • Effectiveness of the software in driving proper customer engagement and availability of real-time customer support services.

Cons

  • Inconsistency of the software email services.
  • Frequent software logout when left idle.
  • The introduction of Twilio in our organization has provided us with fast and more secure customer communication and engagement channels.
  • Twilio has enabled us to deliver effortless experiences to all our customers across every touchpoint.
  • The product has made it possible for us to track our business performance and campaigns. This has been achieved by optimizing strategies and ensuring quality analytics and reporting.
We use almost 5 channels with Twilio software. These channels include: Multimedia messaging service, WhatsApp, Voice calls, Facebook Messenger, and Google Business Messages. We are also planning to introduce Facebook Messenger and Rich Communication Services.
The flexibility of Twilio has really helped us. The product has enabled us to ensure unlimited and real-time communication with our customers through email, video chats, and voice calls. Twilio is an unlimited customer engagement software that has very reliable call automation systems and premium customer chat features.
Software ease of use. Availability of real-time vendor support services. Affordable pricing makes the product suitable for all sizes of businesses and organizations. The software allows programmable video calling. Real-time messaging capabilities and availability of customizable templates.

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

Twilio software has affordable and transparent pricing compared to many of its competitors. The software is fully customizable and scalable. It has unique API integrations and real-time customer support services. Availability of robust analytics and reporting systems in the software.

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