Twilio

Pros

good platform for mass SMS blasts to reach a wide audience

Cons

not a ton of support and working with carriers can be tricky

Pros

1- Set of APIs
• Messaging
• Voice
• Video
• Email
2- Twilio offers high availability with minimal downtime. That's why it has a reputation for reliability.

Cons

Twilio provides Limited support on free-tier users.

Pros

It integrates with our system and they are responsive on the Support team.

Cons

The costs are very high and our customers complain. Their information online is also often misleading.

Pros

Very easy to intergrate and a good phone system overall

Cons

Verification process takes way too long with too little guidance

Pros

What I liked most about Twilio was how effortlessly it integrated with our systems. The setup was straightforward, and the documentation made it even easier. The value for money is excellent, especially with the robust features for automating SMS and emails in India. It truly streamlined our communication processes.

Cons

While Twilio is generally user-friendly, I found that some advanced features have a bit of a learning curve. It took some time to fully grasp all the functionalities. Additionally, I noticed that customer support could be quicker in responding to inquiries.

Pros

I like that Twillio integrates with my CRM

Cons

I don't like that Twillio plays music when calling out from my CRM instead of hearing the phone ringing.

Pros

Once set up, it's very easy to use the tool to send texts. It ends up being a set it and forget it tool for us and just handles the texts for us through the API.

Cons

Setup is super complicated with seemingly multiple areas to setup the same things, but they're different features. It took us weeks to actually setup properly to start sending texts out.

Pros

I found the platform to be very simple but intuitive and at the same time fast and concise as an analyzer of the system data needed to apply for certain jobs that needed specific system requirements.

Cons

What I found less favorable about the platform was that, at least the first time I used it, when it was not so updated and I saw an error, it did not indicate what the specific error was, but it provided a code and then I had to consult the IT team to find out what needed to be fixed. Later that was corrected but maybe later on there will be some inconveniences like that.

Pros

The cost was very low compared to other options I saw and handled bulk API requests very well

Cons

Our account kept getting disabled due to suspicious logins which was just me under a VPN and had quite a few days of downtime because support wouldn't believe it was me.

Pros

It allowed me to sync multiple communication channels.

Cons

Twilio was fairly complex from a technical standpoint.

Pros

Twilio offers all the resources needed to build a complete communication and customer support platform with multiple support channels like video and audio calls and instant messaging. It allows us to collect our customer data and analyze them so as to achieve a better understanding of our customers at a more personal level.

Cons

Twilio is not an easy to use product and training is always a necessity especially for beginners.

Pros

Everything, but especially support and connectivity options.

Cons

There is nothing that I didn't like, product is close to perfect!

Pros

For proper SMS marketing, Twilio has been so reliable.
Twilio has been so accurate to use.

Cons

I have zero cons for Twilio.
Twilio is reliable.

Pros

Twilio is simply the most compatible SMS platform out there and basically a ''must-have'' for a lot of businesses.

Cons

It is not as user friendly as other platforms and it requires somewhat technical knowledged to set it up and deploy.

Pros

It's easy to set up with an API and you load money in the account and off you go! And it makes sure you are being compliant with regulations

Cons

It can be complicated to get setup and their website at the time wasn't intuitive to use.

Alternatives Considered

Pros

It's a solution to purchase and use numbers, and it's critical for our marketing ops

Cons

Not super easy or intuitive to set up the first time

Pros

Nothing, they will through your business under the bus.

Cons

Highly unprofessional and don’t care about your business.

Pros

Number creation and management is nice and easy. Logging is good, and APIs are top tier.

Cons

Channel breadth is a real issue. Texting and WhatsApp are all that's there. The WA integration was pretty frustrating. Simple tasks, like getting updates on number quality or template quality scores had to be done via support ticket.

Pros

Nothing, the customer service is terrible. it is impossible to use the service and they are the worst

Cons

Their customer service is the absolute worst. You will never get a rep live. You will be charged for messages weather they go through or not. I was charged $250 for messages never sent. I cannot stress enough what a terrible company and product they have.

Pros

Versatile and there is a solution for everything

Cons

Customer support always provides generic and automatic answers to any questions. All the solutions provided are not properly maintained.

Pros

Ability to link this to our ATS, enabling us to set up automated messages via Twilio

Cons

When trying to set Twilio up and getting a better understanding of its features I submitted several support requests that were unanswered or support staff didn't get in touch at the agreed time for a call. In the end we worked this out by linking un with the partner agency that supply our ATS as they already had an understanding of Twilio

Pros

Twilio messaging reliability is amazing performance.Intergrating with other software also easy.there customer support is is very fast.

Cons

I am totally comfortable and done with twillo.I don' have any kind a issue.

Pros

Trusted & Reliable
Easy to Use
Analytics Galore

Cons

The pricing model can be confusing to most at first.

Pros

The cost of watsup API is very affordable

Cons

The customer service support is really very slow to respond

Pros

I use Twilio as part of my customer relationship management in JackRabbit. I like that I am able to quickly text individuals or groups of users when last-minute issues arise that I need to inform them of or reminders about our services that I need to send.

Cons

The initial setup of a phone number for use with Twilio was a little confusing as it wasn't clear that I could only select the phone number through Twilio. I also am annoyed by how many messages sometimes get rejected but I'm not sure that's really Twilio's fault.

Pros

Twilio is fantastic for SMS (and calls, but our primary purpose for Twilio was SMS). You are able to mass text, schedule, and use personalization options, including dynamic variables. It's very convenient and probably the best SMS integration option available. We use it with our current marketing software system. It's incredibly easy to set up, get started, and maintain.

Cons

It is a little on the pricey side but very comparable to most SMS/VOIP systems available. You do have to pay per SMS and there are character limits so if you're sending one long message - you're paying for 4. But ultimately it is worth it.

Pros

We used Twillio as our primary phone tool to manage and distribute contacts between a large group of sales managers.

Each sales managers operates in their own market and language, due to this setup many other tools were skipped and Twilio actually solved this issue for us.

Cons

It is really techy and not everyone from every team can be involved in setting it up.
Sometimes reliability issues arise, the pricing felt jumpy too.

Pros

Cheaper but you will loose many leads due to spam rejection so its not suitable for lead calling.

Cons

Not meant for Canada as 70% of outbound calls show as Spam to the receiver and causes loss of leads.

Pros

I like the company proposition, how there are tutorials and thorough documentation for everything that you will rarely talk to support about an error for example.

Cons

They have some limitations when it comes to the WhatsApp API. A lot of bureaucracy and long wait times are not suitable for businesses looking for a solution.

Alternatives Considered

Pros

I like the pay-as-you-go subscription model the most. The API integration is also smooth and easy. The knowledge base has all the steps/guide we need to implement and roll out.

Cons

Nothing that I can think of or have experienced.

Pros

I like that it connects to our CRM and sends automated messages

Cons

I do not like how hard it was to get our A2P registration set up and the back and forth with the support team, I don't like the cost on top of everything else we pay for and the website itself is not user-friendly

Pros

- less intimidating interface
- seamless integration between internal voice platforms and other VoIP sub tools
- top-up mechanism to effectively manage cost

Cons

- it would require deep technical knowledge to deploy

Pros

Telephone number, WhatsApp Sender, and SMS with a good API integration.

Cons

The support service is terrible. There is no chat support for all customers (you have to pay for this support type in addition to the contracted service).

The ticket response time lasts an average of 24 hours. If it's an important issue your company will suffer the consequences.

I opened a simple ticket asking to turn off 2FA on my account to migrate the WhatsApp Business Account (WABA). It has been almost a week of messages exchanged and passed from one team to another without any solution to the case.

Pros

Twilio is very simple to use and easy to navigate. It's easy to find call and message records without too much trouble.

Cons

I wish there was a way to preview the content of the messages without having to click into it. You also cannot open the messages in a new tab, so it makes for having to troubleshoot and review messages a bit tedious to go back and scroll again.

Pros

Twilio definitely puts some pieces together that are necessary to have connected. Once it's all set up it works great.

Cons

It is kind of a pain in the neck to set up. There's both a learning curve, and the fact that the UI is far from intuitive to contend with.

Pros

API Functionality is seemingly limitless. Basically, if you can imagine it you can build it with Twilio.

Cons

There is nothing that I could find an issue with.

Pros

I am Ajay Full Stack Developer. Basically I'm using Twilio for SMS. Two things motivate me to use Twilio one is, compare to other SMS Platform it's very easy to get the payed API Key and and minimum of code. Second thing is, They provide very good costumer care support.

Cons

Features wise no drawbacks in Twilio but compare to other platform littlie bit more cost.

Pros

This marketing and communications software has been easy to use and reliable.
Twilio is so accurate.

Cons

Twilio is flawless.
It makes SMS marketing efficient.

Pros

We were migrating our email marketing from MailChimp to Twillo's SendGrid. Relative to MailChimp we found SendGrid's email design tool to be more flexible and easier to use

Cons

Customer support: Two issues1 -Customer support is difficult to access. The support phone number listed on Google is disconnected, there is no chat, "Contact support" on the website requires the user to fill in a text box labeled "Tell us your issue." We've tried this multiple times only to get an error message: "There was an error retrieving results for your query. Please try again." We've managed to get multiple messages to SendGrid Support by responding to previous support ticket emails. I see some one at SendGrid has deleted all but one of these. Obviously someone knows we have an urgent issue but no response and it has been over 18 hours since our first request for support. 2. When we informed Customer support that we were migrating our marketing champagne from Mail Chimp to SendGrid they failed to inform us about the possibility of the automated account suspension we have encountered, and how to avoid it .

Alternatives Considered

Reasons for Choosing Twilio

Switched From

Reasons for Switching to Twilio

Pros

The software is easy to use and deploy, fair pricing

Cons

Level of customer service - our issue with the US carrier is being handled for more than 2 weeks with no success. And Twilio is based in the US.Use of AI in Customer support - no result, tons of disappointment.Kicking the ticket from one department to another knowing the importance of the matter for us and our customers.

Pros

Twilio has been a brilliant an easy to use SMS marketing system.
I like the efficient features of Twilio.

Cons

Twilio is easy to use and flawless.
It works so well for us.

Pros

I'm delighted to use Twilio because it increases customers engagement and interaction in real-time.It is simple to send and receive text or SMS messages with Twilio.It is simple and fast to make and receive phone voice calls with Twilio.

Cons

When having unstable internet connectivity,I find it difficult to make or receive phone calls with Twilio.

Pros

I like the ease of deployment of Twilio.
Twilio has been a great tool for SMS marketing and communications.

Cons

Twilio has reliable and simple to manage features.
Twilio does not have flaws.

Pros

It was one of few options available for the purpose in Hungary.

Cons

We received some programmable wireless SIMs and Super SIMs for IoT devices from our IoT partner that were already set up in Twilio. When we received these saying they were Twilio products, these products have been migrated to Kore (a different company who acquired Twilio's IoT products) but most of the functions can still be handled through Twilio. Not all of them, and this isn't clear until you run into an issue you can't solve and try to contact support - that is when we were redirected to Kore. However, not all of the products are fully migrated, eg. the programmable wireless products are still only available in Twilio. So the user is stuck using at least 6-8 different sites just two handle these two products. Not well designed from a user perspective, not easy to use at all. It can get super technical very quickly. AI support can be tricky to get through if you're trying to create a ticket and get human attention.

Pros

I like that there are so many tools available to developers

Cons

Their interface, UI, UX, and implementation of the new A2P Campaign Registration

Pros

Great value for money and able to reach users all over the world with OTP messages. Easy to customise the message content and deploy instantly.

Cons

Was a little confusing on how to add multiple numbers for different territories.

Pros

There are so many things to love about Twilio from my experience and perspective. I like the quality of its documentations and how intuitive they are.
I find their customer service team very responsive to queries and inquiries and I love how Twilio has SDK's in my favorite programming language.

Cons

Twilio boasts 99.9% uptime and it supports all major programming languages. Personally for me , Twilio is head and hand above every other sms/voice cloud communication platform.

Pros

Twilio has every option under the sun, there's nothing call center related that they can't do for you. You could set up automated systems to perform mundane tasks for you, record and inscribe all your calls and even have a call center set up to help troubleshoot issues and direct calls. You can get add-ons from GitHub, integrate into your website especially Shopify and answer calls with a number that you can bring with you or they provide straight to your cell phone. We're talking local numbers and 800 numbers even though you may have to pay extra.

Cons

Very steep learning curve. There are so many options and so many ways to use this service including third party apps that you could get confused quite easily. Also their 2FA process is tedious which if you're not careful could result in you losing your number.

Alternatives Considered

Reasons for Choosing Twilio

Switched From

Reasons for Switching to Twilio

Pros

This sms marketing and cloud communication software is affordable and reliable to use.
Twilio has great capabilities.

Cons

No dislikes for Twilio.
Twilio works so well for us.

Pros

It works really well, they are good at making sure users are compliant with relevant regulations.

Cons

Customer service is slow, their system is not the friendliest.