Review + Critique of Twilio SMS
April 04, 2019

Review + Critique of Twilio SMS

Andrew Doar | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Modules Used

  • Programmable SMS

Overall Satisfaction with Twilio

We integrated Twilio into Salesforce as our live messaging (text/SMS) platform. Each of our sales representatives sends approximately 2,500 text messages per month. More than half of these messages are automated.

For now, Twilio is only used in our Sales organization to communicate with prospective tenants.

Twilio allows us to increase engagement with our leads.
  • Simple Salesforce integration. Twilio provided much-needed relief from Salesforce's built-in messaging platform (LiveMessage).
  • Intuitive and user-friendly. No training necessary for new users.
  • Responsive support. Twilio has technicians who are well-trained in identifying obstacles in a Salesforce integration.
  • Reading, Marking, and Archiving messages require far too many clicks.
  • Both Twilio and Salesforce are to blame for this: Configuring how messages are routed should be much simpler. Admin users still receive all text messages in their inbox. This requires time-consuming sifting and sorting.
  • Twilio does not have message previewing. I wish I could hover over an unread message and read its contents without having to open and read the message.
  • Massive time-savings: no more setup headache for Admins.
  • More engagement with leads: more responses --> more engagement --> more business.
  • More expensive than Salesforce LiveMessage.
Twilio SMS works better than Salesforce LiveMessage.

I had some experience with SendHub. SendHub did not integrate with Salesforce (which was problematic).
Twilio is well-suited for Salesforce integrations, automated messaging, and rapid communication with leads. If you are frustrated with Salesforce's built-in messaging platform (LiveMessage), I would recommend implementing Twilio.

If text messaging is not a critical part of your operations, Twilio is not necessary. If you send fewer than 500 messages per month, you should probably stick with your messaging service through a mobile provider.