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Good Service Weak Team
February 16, 2024

Good Service Weak Team

Andrew Higginbotham | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Modules Used

  • SendGrid Email API
  • SendGrid Marketing Campaigns

Overall Satisfaction with Twilio SendGrid

We use Twillio for 2FA and also customer service touch point messages. Our site handles thousands of 2FA requests per day and a large number of sms Customer Success messages. We have used Twillio for over 3 years.
  • The API is well documentated and easy to get up and running
  • The service is reliable
  • The service is fast and effective
  • Customer Care is poor in my experience. They begin most customer issues by turning your service off. It takes a long time to get connected to the right person to fix your problem
  • I feel the worst team at Twillio is the 'Compliance' department. They are the epitomy of Success Prevention.
  • I believe Billing is ridicoulous - Be ready to see your business accounts spammed with hundreds of small one off payments making your normal business accounts unreadable.
Great Technology Weak TeamWhen we started using Twilio 4 years ago, it was the clear leader in terms of API capability and integration into our web facing aps. Sadly every touch point that requires interaction with a person to resolve is a sad 'success prevention' in my experience. To give you some example of how you will be treated if you decide to use their service, be ready to learn about simple problems by seeing your account throttled to uselessness as their first measure followed by an email telling you they have done it and then expect 2-5 days of trying to find a person who can actually get things back up and running. If you don't expect to need to interact with the Twilio team, then I would say this is the product for you! But if you think customer service might be needed occasionally I would run away from them as fast as possible.