User Reviews Overview
About Twilio
Twilio is the worlds leading cloud communications platform that enables businesses to build, scale, and operate their own customized communication solutions. The platform is designed to be customizable and easy to use, which...
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- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Very useful but getting more and more expensive
You have to build your own interface to use the Twilio API. Or pay for a software that can use the API, which is easier and cheaper. The Twilio interface only allows you to monitor usage, create reports, billing management, and program IVR. It doesn't provide an interface for your sales team to use.
Pros
I like how complete it is and all the API possibilities. You can achieve so much if you know what you're doing. You can create a call center and monitor everything, including recordings. SMS marketing, ringless voicemail, etc..
Cons
As you scale, it gets very expensive (no discounts at all for loyalty). Zapier is losing its market share to Make, Pipedream, and Pabbly. Soon the same will happen to Twilio.
Alternatives Considered
Vonage Contact CenterReasons for Choosing Twilio
I found a better CRM that uses the Twilio API to enable VOIP features for the sales team that uses the CRM sales funnel.Reasons for Switching to Twilio
Vonage was much more expensive, and integration with the CRM would have to be built manually. The CRM we chose was already built to integrate with Twilio.- Industry: Apparel & Fashion
- Company size: Self Employed
- Used Daily for 2+ years
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Review Source
Can do everything, for all businesses but with a steep learning curve...
Twilio handles all the inbound calls for my website. I ported a vanity 800 number from a another provider to Twilio and after a quite lengthy setup process that involved lots of customer service calls it was up and running. After that you can pretty much leave it or do some minor changes relatively easy. Now when customers call they can choose from an option tree to troubleshoot their issue or they can choose to talk to an agent (me) and if it's during business hours the call gets forwarded to my cell, if outside of business hours they get my voicemail. Works great! I also have it embedded in my website for a chat option that more people actually use.
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.
Reasons for Choosing Twilio
As a student I received a free trial from GitHub and I really liked how many options and integrations Twilio has.Switched From
GrasshopperReasons for Switching to Twilio
They bill by usage so in many ways they are a cheaper option. Plus if your needing to use Twilio on a computer they are the absolute best. And they have a whole marketplace of third party apps that can compliment this service immensely.- Industry: Health, Wellness & Fitness
- Company size: Self Employed
- Used Weekly for 1+ year
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Review Source
I use it because I have to, but it does work.
I use it because it is the resource that several other services I need uses to integrate messaging services. If there was a better option I'd probably go with that.
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.
Top Twilio Alternatives
- Industry: Real Estate
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Reliable and effective automated call/text provider
Besides the pain points I mentioned above, Twilio has been a reliable text and call provider for our company. There are occasional outages, but they recover relatively quickly to minimize disruptions to their customers.
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.
- Industry: Telecommunications
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Great APIs, terrible customer support and sales
Pros
Twilio is generally easy to set up and manage, their APIs are generally well-documented. The developer parts of the company that don't involve human interaction seem to be good. It is the backbone of a lot of our core company infrastructure.
Cons
The (now terminated) salesperson we originally worked with was very helpful at the beginning and even roped in engineers to have discussions with us. They poorly explained the contract and even made promises that were not true. After we inked a volume deal with them, the support from sales became practically non-existent. The salesperson locked us into a contract.We were able to get a refund and have the contract terminated, although the refund process took months and lots of book and forth.
Alternatives Considered
Telnyx SuiteReasons for Switching to Twilio
They're the market leader and have a developer-focused offering.- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
First class SMS API Platform for developers
I have been using Twilio for three years. Actually this is a very suitable Platform for SMS. This is the Platform I recommend to all my clients.
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.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Weekly for 1-5 months
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Review Source
Amazing powers - not for anyone
We did our transfer from Dialpad to Twilio after seeing the price difference + all the missing options (automation and integration) Dialup was missing. We faced a huge issue when we realized we had to code our own phone system to be able to receive or send sms and calls. Happened at a moment where the firm didn't have the time to read the 3000 pages tutorial offered on Twilio. Our transfer made our whole phone system out of service for 3 weeks. We finally found other companies offering what Twilio should offer : a basic interface to the basic needs of a phone number (call + sms). This workaround finally made the deal much less advantageous than expected. We now pay almost the same price as we were paying with Dialpad, for a less powerful interface.. until we have the time to focus on building our own app to use it.
Pros
Twilio can do absolutely everything you need to do with a phone number. Automate, Record, SMS, Call, Chatbot, Integrations, Number verification.
Cons
Very complex to setup. You absolutely NEED to know how to code. No easy user software available to simply use your number from day 1.
Reasons for Choosing Twilio
For all the added functionalities offered on Twilio (automation + integrations) and the much lower cost.Switched From
DialpadReasons for Switching to Twilio
For all the added functionalities offered on Twilio (automation + integrations) and the much lower cost.- Industry: Real Estate
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Amazing programmable number service
We have been able to deploy a whole Marketing Center, phone automation with payments systems. Call recording for training, conferences and waiting lines.
Pros
The service has many good features, the guides are easy to use and you can start deploying from day one. The Studio flow helps a lot if you do not have knowledge of programming, the customer service is also great. There is a lot you can do with Twilio no matter the size of your business.
Cons
It can be overwhelming because the tons of features, is it much better if you at least know for sure what you want to start
Reasons for Switching to Twilio
Twilio features are great, we also found customer service is much better with twilio- Industry: E-Learning
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Twilio SMS feature never fails and never over charges
Great experience with the app from UI/UX perspective and customer support.
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.
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Weekly for 1+ year
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Review Source
Great Communcation Channel
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.
- Industry: Retail
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Twilio's services and tools are reliable, easy to configure, easy to manage, and inexpensive
We use Twilio trunking for our multi-location PBX, and SMS messaging for customer communication. Twilio has worked out very well for us and I would strongly recommend them to other businesses. It's easy to set up, inexpensive and reliable.
Pros
So far, we use Twilio SMS messaging and SIP trunking. Our experience with was excellent. Everything from creating an account, setting up services, integrating with other systems (PBX and CRM), funding and managing services has been nearly perfect. We did not have a lot of experience with any of these technologies, and we had very little trouble getting it to work the way we want. They have done an outstanding job of designing the services and interfaces so you can put together systems exactly the way you want, without a lot of trouble for spending a lot of money.
Cons
The one negative that we have encountered so far is that Twilio's SIP trunking does not support T.38 faxing. We do have a couple legacy fax machines set up with ATA's, but they are unreliable both sending and receiving, so we had to supplement this with efax service from another vendor. This setup works, but it would've been nice to have everything together from one vendor. I understand that fax is outdated, but it's still the standard in the medical industry.
- Industry: Program Development
- Company size: Self Employed
- Used Daily for 2+ years
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Review Source
Unlock the full potential of your communication and messaging with Twilio
Twilio is a powerful and flexible communication and messaging platform that offers a wide range of features and services, including SMS, MMS, voice messaging, video and voice calling, and its ease of integration with other tools and platforms. allows me to easily add messaging, calling, and other features to their web and mobile applications.
Pros
the ease of use, the cost-effectiveness, and the support resources, and it offers a wide range of pre-built connectors, SDKs, and libraries that make it easy to integrate with popular languages and frameworks such as Java, Python, Ruby, and JavaScript. Additionally, Twilio's API makes it easy to integrate its services into your web or mobile applications.
Cons
Twilio is a powerful platform for communication and messaging but it can be challenging for those without technical expertise to fully utilize its capabilities, it may require hiring an expert to fully unlock the platform's features. Despite this, those who master it will find it is a powerful and versatile solution.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Poor customer service in Twilio
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.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Twilio: The Ultimate Communication Solution for Businesses
Twilio is a reliable and effective communication solution that helps us improve our customer engagement and communication strategies.
Pros
The most positive aspect of Twilio is its flexibility and scalability, Twilio offers a wide range of communication services, including SMS, voice, video, email, and chat, which can be easily integrated into any application. This allows us to create personalized communication experiences with our customers. Twilio's pay-as-you-go pricing model allows us to scale usage based on our needs, without any long-term contracts or commitments. Twilio's platform also provides a variety of features such as call routing, message personalization, 2-way messaging, contact management, online voice transmission, call monitoring, call recording, MMS, automated responses, reporting and analytics, shortcodes, voicemail transcription, access controls, mobile keywords, call conferencing, SIP trunking and unified communications, all of these features are very useful and make the communication process more efficient and convenient.
Cons
Twilio is that it may not be as user-friendly as other similar products, You may find the platform complex and difficult to navigate, which could make it challenging for fully utilize all of its features. Even though Twilio's platform offers a wide range of communication services, it may not have some specialized features that other products offer.However, these cons are not unique to Twilio, as any software has its own set of pros and cons.
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Powerful Call Management
I have had a great overall experience with Twilio. Call quality is great, the users have the option to switch between bridge dial (using a physical phone linked to Twilio) or voice over IP calling. Implementation is relatively easy and call management is done in the cloud so it can be done from anywhere.
Pros
We use Twilio in conjunction with Groove (Twilio is Groove's voice provider). It is an awesomely powerful software for call center-like call management. The voice provider lives in the cloud so Twilio is very easy to implement and get up and running very quickly with minimal development. It is pretty intuitive but has a learning curve for less tech-savvy users. The help articles are well-documented.
Cons
Twilio is very powerful, but could use more features, like the ability to have conference calls and drop off the conference call without transferring the call somewhere else. The ability to call someone, then conference in another line on the current call is not available on the platform which could be a deal-breaker for call center use.
- Industry: Health, Wellness & Fitness
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
My Remarkable Journey with Twilio.
It is possible to connect and communicate with our customers in real-time with Twilio.
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.
- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Powerful Control of Marketing & Data Analytics For Text, SMS & Video Sending
Wonderful people, always replay within a few hours of my late-night support emails. Reducing the bills is fantastic, and the tool plugs and plays with everything else nicely. Super happy with them for sure!
Pros
Love their COSTS... Some of the lowest in the industry, gives better control of budget. Utilizing Twilio we were able to navigate away from other tools that were costing us hundreds of dollars a month in per minute or per text overage fees. Provides more numbers at a cheaper cost per month by far, the whole system is powerful, inclusive, integrative of all tools and solutions through zapier and webhooks, and just a powerful system.
Cons
The UXI is a little heavy, when creating sub accounts and viewing the analytics, it is so powerful you can get lost, but that is a very minimal issue for I am sure someone with more knowledge can fly through the site and know what they are looking for much faster.
- Industry: Health, Wellness & Fitness
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Twilio integration
Our overall experience with Twilio has been great. The set up and implementation of Twilio in our office was extremely easy and we haven't experienced any issues using Twilio so far. I like that there's a specific phone # attached that looks like it's form our area code and office. Our patients can text us at any time and we have never had any missed texts or communication issues.
Pros
We currently use this software that is integrated with our ChiroHD Software system. Our team utilizes Twilio daily and appreciates the convenience to easily communicate with patients via text.
Cons
I don't think we are using the full functionality of the product due to it's integration inside ChiroHD.
Alternatives Considered
Review Wave- Industry: Package/Freight Delivery
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Twilio has real bad customer service!
I usually don't leave reviews but I am so upset of how Twilio treated me and my business that I feel an obligation to do so. Twilio has very bad customer service. If your app, website or product depends on its service like API or SMS, I would look somewhere else like Plivo or other service providers. Twilio suspended my account for weeks on an error through their system and through numerous emails, they took their time to unsuspend it while my business was being damaged every day by it. I would never recommended Twilio to any businesses or consumers.
Pros
There is nothing much to like about Twilio.
Cons
Twilio has real bad customer service and not reliable platform for businesses that depend on API and SMS for their businesses.
- Industry: Leisure, Travel & Tourism
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Great for Triggered Text Message Notifications
Overall, very happy. Great value for the money. Would highly recommend.
Pros
We've been using this system to send text notifications to a distribution list when someone visits our website and completes a form to request information. We typically receive emails from clients who send 3-5 similar, if not identical emails to multiple tour operators. By dramatically decreasing our time to contact the potential client and answer questions via email or over the phone, we saw a marked increase in booking conversions. Using the Zapier integration between our Website form tool "Gravity Forms" and Twilio, we now can respond to online inquiries a matter of minutes, and secure a booking before our competitors can even open their email.
Cons
In the Zapier setup, it is a bit of hit and miss to get all the custom text to layout like you want in a single text message.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Twilio - Best Virtual Number Providers
Twilio is overall the best and most reliable software to get Virtual numbers
Pros
Twilio helps to get virtual numbers within minutes especially United States numbers which helps us with our business needs.
Cons
Restrictions and extra process involving more days for some country numbers like India, and Hong Kong affects our timeline
- Industry: Logistics & Supply Chain
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Full-fledge communication platform for any complexity of business
Pros
We use Twilio as a cloud communication platform and we found here all the options required for our business. API Integration with other software is well done also.
Cons
Pricing for phone numbers is some regions are high. Interface is not intuitive in the beginning.
Alternatives Considered
ClickSendReasons for Switching to Twilio
Features and possibilities for integraion.- Industry: Consumer Electronics
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Always on the Go with Twilio!
Pros
Competitive rates in the market is being offered. We use this in the company as the main tool for SMS messaging platform tool for our devices so it's cheaper compared to the rates we would be paying if we are to use the services offered by regular major carriers. It also allows use via API so very convenient and easy to set up in the backend for operational use with different platforms.
Cons
Lately, there's an issue when viewing/searching for SMS transaction logs. When you search for the logs using phone number as a search tool, sometimes the results will not show up. I think it's a bug. Also when the sub menus were changed from the previous version, it got confusing. Navigating the menus on the site got more complicated compared to before.
- Industry: Health, Wellness & Fitness
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
A Reliable Cloud Communications Platform
The platform is rock-solid reliable, the features are enterprise-grade, and the convenience of the cloud-based APIs accelerates development timelines.
Pros
What I liked most about Twilio is how easy it makes adding voice, video, and messaging capabilities to applications. The APIs are well-documented and intuitive to use. Twilio also has a wide range of features like phone numbers, SMS, MMS, chat, video, and more that can all be implemented in just a few lines of code. This makes it simple to build powerful communication features quickly.
Cons
Some of the more advanced features and add-ons can get expensive for high-usage applications
- Industry: Computer Software
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Awesome tool for sending sms and voice calling
Pros
Twilio enables the users on any platform to send sms and make voice calls internationally via its well documented APIs which can be integrated very quickly on the platform by the developers. The SMS can be sent reliably on any international or local phone number once the phone numbers are bought with the required services enabled on it. Twilio also provides phone number masking for making voice calls. All in all its really an awesome module to use in your product for availing all of the Twilio services.
Cons
Twilio should provide sms and voice calling as a testing feature on the trial account which can really help people to be more convinced about its awesome services.