Twilio

4.4 (474)
Write a Review!
Build, Scale, and Operate Customized Communication Solutions

Overall rating

4.4 /5
(474)
Value for Money
4.2/5
Features
4.5/5
Ease of Use
4.2/5
Customer Support
4.1/5

90%
recommended this app
Sort by

474 Reviews

Nikita
Nikita
Overall rating
  • Industry: Machinery
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Great and Reliable Call Center Tool

Reviewed on 24/06/2024

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.

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Monthly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 10.0 /10

Worth Purchasing

Reviewed on 15/04/2024

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.

Meghann
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Feels like we have to use them but the pricing is quite high

Reviewed on 10/11/2024

Overall it feels like we're stuck using them because they integrate and have international numbers....

Overall it feels like we're stuck using them because they integrate and have international numbers. They are responsive but often not flexible.

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.

Arjan
Overall rating
  • Industry: Retail
  • Company size: 2–10 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Makes SMS and email automation easy and affordable!

Reviewed on 25/11/2024

Overall, my experience with Twilio has been fantastic. The platform exceeded my expectations by...

Overall, my experience with Twilio has been fantastic. The platform exceeded my expectations by making SMS and email automation in India simple and cost-effective. I highly recommend it to anyone looking for reliable communication solutions.

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.

John Epok
John Epok
Overall rating
  • Industry: Telecommunications
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Customer Experience Done Best Through Twilio Voice Automations

Reviewed on 24/05/2024

Overall a pleasant experience with Twilio as i has done wonders for us on number hosting and...

Overall a pleasant experience with Twilio as i has done wonders for us on number hosting and seamless integration of our voicemail platform being used across SEA and Australia.

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

Derek
Overall rating
  • Industry: Recreational Facilities & Services
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Set It and Forget It

Reviewed on 21/11/2024

We use Twilio to send automated texts for bookings through an API. Twilio makes sending these texts...

We use Twilio to send automated texts for bookings through an API. Twilio makes sending these texts super simple. I don't have to really worry about anything with it.

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.

Matyas
Overall rating
  • Industry: Leisure, Travel & Tourism
  • Company size: 11–50 Employees
  • Used Weekly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Can be confusing.

Reviewed on 04/11/2024

Support is very clunky, product migration is incomplete to Kore.

Support is very clunky, product migration is incomplete to Kore.

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.

Charlie
Overall rating
  • Industry: Financial Services
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Really great SMS service

Reviewed on 05/11/2024

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.

Cameron
Overall rating
  • Industry: Financial Services
  • Company size: 201–500 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great Communcation Channel

Reviewed on 07/10/2024

Pros

Works great for customer communication and notifications.

Cons

Can be expensive at times but can be worth it if you use 100% of the product to its full capacity.

Facundo
Overall rating
  • Industry: Telecommunications
  • Company size: 501–1,000 Employees
  • Used Monthly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Twilio as a great system analyzer

Reviewed on 30/11/2024

In general terms, I found the platform perfect mainly because of its simplicity and because it did...

In general terms, I found the platform perfect mainly because of its simplicity and because it did not generate any inconvenience in its use. It also allowed the onboarding team to speed up the verification of requirements in order to continue with the processes without further delays.

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.

Tanya
Tanya
Overall rating
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 1.0 /10

Poor customer service in Twilio

Reviewed on 06/10/2023

Being one of the major players in the market, Twilio has abused its position greatly! We and our...

Being one of the major players in the market, Twilio has abused its position greatly! We and our customers consequentially, have experienced major service suspension in our US region. TBy not taking serious operational issues for their customer as a matter of priority they have caused us not only loss of revenue but impacted our reputation vastly. The interruption to services in the US area has been left unresolved for over 2 weeks, being transferred from department to department and mostly handled by AI very unsuccessfully and time consuming.Since it has been a reoccurring issue, and has been solved previously, it shows us that their client data and history management is very poor. Being a global service provider based in the US, they do not take into account the time zone differences and the customer support response time is appalling. The response time window doesn’t consider the time difference when the automation kicks in.

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.

Verified Reviewer
Overall rating
  • Industry: Financial Services
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Reliable and scalable.

Reviewed on 30/01/2024

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.

Claudia
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Twilio Has Been So Reliable for SMS Marketing

Reviewed on 21/04/2024

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.

Rubani
Overall rating
  • Industry: Research
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Twilio's Capabilities are Excellent: It Is Brilliant

Reviewed on 30/04/2024

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.

Clancy
Overall rating
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

Do not use this company

Reviewed on 08/07/2024

Pros

Their service does work and its fast and comprehensive

Cons

Twilio abruptly turned off the service without any warning leaving people unable to sign up to the app. The timing was terrible as a number of affiliates had started promoting. Whats even more insulting is that our pleas for support just went ignored and 4 days later we havent had a response. This company does not deserve your business. They allowed our start up to get scammed via toll fraud then when we disputed the payment they abruptly paused our account a month later without warning purly as an act of revenge. Absolutely unconscionable unethical unprofessional conduct.

Jonathan
Overall rating
  • Industry: Education Management
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 7.0 /10

Critical tool for marketing ops, but not easy to set up

Reviewed on 31/08/2024

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

Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 2–10 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 10.0 /10

The OG of SMS Messaging for Business

Reviewed on 29/03/2024

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

ClickSend
Steven
Overall rating
  • Industry: Insurance
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

A Solid Server

Reviewed on 26/10/2023

Overall it's a decent program. I wish it was a bit more stable, but the fact it allows hundreds of...

Overall it's a decent program. I wish it was a bit more stable, but the fact it allows hundreds of CCRs/CCAs/sales reps to be on calls simultaneously is a huge plus.

Pros

It is able to handle a call center that has hundreds of employees taking calls at the same time.

Cons

It crashes a fair amount and we do have issues with it at times.

Susanna
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 2–10 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

Worst Company Ever

Reviewed on 10/11/2023

horrible and frustrating. Do not use this service, they are the worst. Save yourself the money and...

horrible and frustrating. Do not use this service, they are the worst. Save yourself the money and time.

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.

Denay
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 51–200 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Best Texting Feature on the Market

Reviewed on 28/03/2024

Pros

Ease of use, suggested helpful 3rd party vendor for implementation, reporting capabilities, and Low Cost Pricing.

Cons

None, there is nothing I have found in the past 9 months working with them that I have had any problems with.

Alternatives Considered

Text-Em-All
Emely
Overall rating
  • Industry: Real Estate
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Twilio Review

Reviewed on 26/08/2024

I really enjoyed working with Twilio; I only mentioned the price, just looking for something...

I really enjoyed working with Twilio; I only mentioned the price, just looking for something remotely "negative", but I thing that the price is very adaptable to the size and profits of the company

Pros

I loved twilio when I used it. It is really easy to integrate.

Cons

If I have to choose something I'd say the price.

Verified Reviewer
Overall rating
  • Industry: Hospitality
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 4.0 /10

Used to be great to work with but not so much anymore

Reviewed on 01/08/2023

Things have gotten very very complicated and eevn essential services are deprectaed and poorly...

Things have gotten very very complicated and eevn essential services are deprectaed and poorly maintained

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.

Disha
Overall rating
  • Industry: Computer Software
  • Company size: 501–1,000 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Twilio Review

Reviewed on 31/05/2023

Good platform overall

Good platform overall

Pros

Some of the advantages of using Twilio were:1. The first 2000 contacts are free of cost. This makes it pocket-friendly and also helps to try out a smaller-scale pilot run. 2. It helps companies connect and make meaningful relationships with users internationally. 3. Setting up the platform is extremely easy. The transition of a user to set up the platform and start using is relatively quick and smooth. It was quite easy to integrate wth other platforms and apps as well. 4. It was very useful as we used it for IVR - both nationally and internationally for our clientele. 5. It is quite reliable because a lot of huge MNCs use Twilio like Uber, AirBnB, Reddit., Lyft, etc.

Cons

There are a few things that could have been better about the platform:1. Since the organization is growing and is quite large, during the integration of the platform, we did need some support and assistance from their team. They did respond but it did take a while, the process was slightly slower than expected. 2. Once you scale, you would ofcourse require to send more messages with increased customisation to enhance the customer UX. I presume that this would begin to be an expensive option in due course of time and we may need to switch to a cheaper alternative.

Mike
Overall rating
  • Industry: Facilities Services
  • Company size: 2–10 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Twilio has worked for me

Reviewed on 30/03/2024

Pros

I is pretty easy to use and set up. Not a lot of time.

Cons

Some of the items were a little difficult to navigate to.

Steve
Steve
Overall rating
  • Industry: Electrical/Electronic Manufacturing
  • Company size: 2–10 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Twilio for IOT platform

Reviewed on 17/09/2023

Twilio helps us send alert SMS messages to our platform users based on their IOT device readings

Twilio helps us send alert SMS messages to our platform users based on their IOT device readings

Pros

Easy and user friendly ability to send messages from cloud based on decisions made from data received from IOT devices.

Cons

Awesome product but gets expensive when scaling up