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Twilio

Build, Scale, and Operate Customized Communication Solutions

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(32)

Twilio Reviews

Overall rating

4.5

/5

407

Rating criteria

  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.59/10

Reviews by rating

Pros and cons

Fantastic service for the money they ask. Twilio is a wonderful tool for building an infrastructure for making phone calls and sending SMS messages.
It just works great and helps businesses communicate effectively and programmatically.
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.
Some of the support team at Twilio is okay. Some of them are the worst: Rude, unhelpful and stubborn and zero knowledge about their product and the industry they are part of.
Me and my client's completely mislead by an account executive who wasted our 4 weeks.
Have not came across anything during the trial that I dislike.
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407 reviews

Recommended

RL
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Richard L.

owner

Entertainment, 1-10 employees

Review source

Overall Rating

It gets it done

Reviewed 2 years ago

Transcript

Rick L.: Hi, I'm Rick. I own an event company and I would give Twilio a five out of five. Before we launched...

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Ryan H.

Marketing Director

Marketing and Advertising, 1-10 employees

Review source

Overall Rating

Great product for the tech savvy

Reviewed 2 years ago

Transcript

Ryan H.: Hi, I'm Ryan. I'm the director of marketing in a marketing company, and I give Twilio a four...

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Sam B.

Logistics and Supply Chain, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Twilio is great, but the learning curve is greater

Reviewed a year ago

Because I don't make any changes to Twilio on my own, the barrier to entry requires me to rely on third-party developers to fulfill all my requests due to my technological limitations. While this could be considered a good thing, as most business owners should not be screwing around with their phone system, it does mean that I need to be reliant on a third party to help make the Twilio implementation I dream up. When everything is set up correctly, I never have issues with Twilio. That level of reliability means a lot when it comes to a business phone system. Because of this, I wholeheartedly recommend Twilio to any business. Just be prepared to take a deep dive into the learning curve or hire a third party.

Pros

Twilio has set the bar pretty high with the customizability of telephony. You can do incredible things with Twilio. From a simple phone tree to complex actions that integrate other applications with the likes of Zapier and other no-code services, the sky is the limit for most small business owners to create great solutions.

Cons

The downside is the learning curve. In comparison, I consider myself tutorial literate when coding and setting systems up. I can't seem the find the ability to build proficiency in Twilio. And while this is my own doing, it is my only con. Twilio is incredible. For whatever reason, I have difficulty handling the tweaking on my own.

BD
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Boaz D.

Computer Software, 11-50 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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My Twilio Exerience

Reviewed 4 months ago

Twilio is a powerful and flexible cloud communications platform that can be beneficial for businesses looking for scalability and customization. It is However, it may not be the most cost-effective option, and the lack of hands-on support could be a problem for some businesses.

Pros

- Can handle large volumes of communication traffic.- Easy and straightforward integration of communication functionality into existing systems and applications- High reliability and uptime, ensuring that communications are delivered quickly and efficiently.

Cons

- Twilio's pricing can be higher than some other communication platforms- Twilio's API-based platform can be complex for non-technical users- Their self-service support model may not be suitable for those who require a more hands-on approach

OM
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Or M.

Health, Wellness and Fitness, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

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Great API. Terrible Support

Reviewed 4 years ago

Overall I'm happy with the product but when something goes wrong you're all alone.

Pros

Twilio's API for SMS / Voice is by far the easiest we've used in our company. Their documentation is great and complete.

Cons

Twilio dashboard is good but not perfect. You can't load logs for long periods (like 2+ months) and when you try you get an exception. When I brought it up with their support they completely ignored my comment. Some of the support team at Twilio is okay. Some of them are the worst: Rude, unhelpful and stubborn and zero knowledge about their product and the industry they are part of.

LV
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Lara V.

Banking, 501-1,000 employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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How Twilio Revolutionized Our Communication Strategy

Reviewed 3 months ago

I have to say that as an employee who has used Twilio for a number of projects, my overall experience has been very positive. Because it made it simple for us to incorporate voice, messaging, and video capabilities into our applications, Twilio has been an essential component of our communication strategy.The ease of use of Twilio is one of its most appealing features. The APIs are well-documented...

Pros

The ease with which Twilio can be integrated into our applications is the feature that I value most. The APIs are well-documented, and the website's code samples and tutorials make getting started simple.The Programmable Messaging API made it simple for us to send and receive text messages for one of the projects we used Twilio for, a messaging app. We also saved a lot of time and effort by using the...

Cons

Twilio's Programmable Voice API went down for a brief period of time once, resulting in some issues with our app. Although I am aware that technical issues can arise, it was somewhat discouraging to have to deal with them at a crucial point in our project. Luckily, the blackout was settled rapidly, and we had the option to refocus.The fact that some of the features we required for our project necessitated...

BH
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Brian H.

Computer Software, 11-50 employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Twilio SMS and Studio are fantastic

Reviewed a year ago
Pros

The API was easy to use, well documented, and accurate (to the documentation provided). I was up and running with a programmatic call to Twilio to send text messages from my application within 15 minutes. Twilio Studio and flows provide a great user experience that puts a lot of power into a non-developers hands for managing communication and escalation. Example flows give you just about everything you would need to get started building your own flow.

Cons

Certain aspects, like accounts, sub-accounts, and management can only be done using the API. These are minor and usually one and done (so they could be done with tool like Postman or SOAPUI).

AR
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Verified reviewer

Commercial Real Estate, 5,001-10,000 employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

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Twilio Highlights

Reviewed 9 months ago

I feel it has scope of improvement. It is easy to you but then it does not easily allow conference calling and messaging while on call. It could also include adding notes.

Pros

It is easy to install. Convenient to use the software with other tools as well. Placing a call is very easy

Cons

It's interface. The leaving a voice note feature must include a beep or time set. Conference calling feature is not very convenient

NK
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Nikhil K.

Education Management, 1,001-5,000 employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Best for communications technologies, including SMS, voice, and video calling

Reviewed 4 months ago

My overall experience with Twilio has been very positive. The platform is robust and the customer service is excellent. I've been impressed with the flexibility of the platform, allowing me to easily integrate it with my existing web applications. I've found that the documentation is thorough and easy to understand, which has allowed me to quickly build out my SMS and voice applications. The customer service team has been very helpful in getting my inquiries addressed quickly and efficiently. Overall, I'm very impressed with Twilio and would definitely recommend it to anyone looking for a reliable and flexible communication platform.

Pros

I like that Twilio makes it easy to add communication features to my applications with its easy to use, cloud-based platform. It also provides great customer support, with dedicated account teams and 24/7 support. I also appreciate that Twilio provides a wide range of communications technologies, including SMS, voice, and video calling.

Cons

I least liked the way the customer service team handled a couple of issues I had with my Twilio account. They were a bit too slow to respond and did not provide clear answers to my questions. Additionally, there were some times when I would get the same generic response to my query regardless of how detailed my inquiries were.

AS
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Akhil S.

Research, 1,001-5,000 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Twilio is robust and reliable platform.

Reviewed 3 months ago

Twilio is a great platform for sms marketing, text to speech and telephony. The powerful features and easy-to-use dashboard make it a great choice for those looking to get started in these areas. The pricing and limited auto dialer capabilities may be drawbacks, but they can be worked around with other solutions.

Pros

What I like most about Twilio is that it enables us to make use of SMS marketing, text-to-speech, telephony, and auto dialers to stay connected with their customers. Also, its ability to send automated messages and reminders to customers, so they can stay engaged. Additionally, its built-in analytics engine helps track customer engagement and design customer segmentation for better targeting.

Cons

Twilio's auto dialer has some limited capabilities and can’t be used for more complex jobs. Another small downside is that the user interface can be a bit cluttered and confusing at first.

DV
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Devesh V.

Computer Software, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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The simplicity of usage is one of Twilio's strongest features.

Reviewed 4 months ago

They found Twilio to be a useful and successful platform for their communication requirements. Overall, Twilio's reputation as a top cloud communications platform reflects the company's acceptance and efficiency in the market.

Pros

Platform that is user-friendly for developers: Twilio's API is made for developers, with simple instructions and SDKs accessible in a number of programming languages.

Cons

Pricing: Although Twilio's prices are often fair, some customers have complained that they can increase significantly for high-volume usage. The price scheme has also been cited as being unpredictable and confusing by certain consumersComplexity.

NT
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Nihilkumar T.

Information Technology and Services, 10,001+ employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Twilio Review

Reviewed 4 months ago
Pros

The best product to send an SMS notification to the end user is Twilio. Always the goto product if there is an functionality to send SMS notification. I am an RPA developer and used twilio in lot of processes which is working like a charm!! I know aprat from SMS service they provide lot more, will update this review once i get chance to work / implement their other services.

Cons

I have not seen anything to dislike in my experience.

AJ
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Abhinav J.

Information Technology and Services, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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One of the most Powerful and Useful Platform in the World

Reviewed a year ago

Twilio is a great tool with a lot of Custom Features that can be plugged in to solve various business problems and provide value addition to Businesses.

Pros

Twilio provides a great level of services and is super easy to use. I personally used its WhatsApp API and Messaging API in my various Company Projects. It has a simple-to-understand API Documentation and powerful library support to get started with.

Cons

In Twilio for WhatsApp, the only downside I faced was it doesn't provide actual WhatsApp API which if provided could be of great help to me as new features of WhatsApp API takes time to come on Twilio.

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Aman K.

Chemicals, 1,001-5,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Twilio is a cloud-based communication platform that offers APIs, developer tools, and SDKs.

Reviewed 3 months ago
Pros

Twilio software, including its user-friendly interface, thorough documentation, and adaptable communication features. Twilio's API-centric approach and tools catered to developers are also praised for enabling businesses to personalize and expand their communication channels seamlessly. Moreover, Twilio's dependable service and outstanding customer support are commended by users.

Cons

Twilio software could be enhanced, such as its pricing model, limited analytics functionalities, and complex configuration process for certain features. Some users have also reported encountering occasional technical problems and errors while using the software. Furthermore, some users have found the learning curve for utilizing the more advanced features of the software to be challenging.

IB
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Ian B.

Marketing and Advertising, 11-50 employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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So easy it almost seems too easy.

Reviewed 3 years ago

We use Twilio Programmable Voice for a number of different use-cases. It is used to create trackable phone numbers for ads, internal phone/sms systems for sales/support and also integrated directly with our marketing automation platform, Autopilot. All of this had a fairly steep learning curve for a non-developer, but taking the time to do the work through Twilio (rather than a 3rd party software built on top of Twilio) has saved us a large amount of money and preserved a great deal of operational flexibility by preventing unwanted layers in our broader communications stack.

Pros

Twilio programable voice lets you build localized internet phone systems using numbers from anywhere in the world. I don't know of another comparable solution that isn't just another interface built on-top of Twilio. More importantly, it lets you customize these phone systems in every way imaginable (from drag/drop coding in Studio to custom apps) in just a few clicks. In terms of cost and flexibility, it is the clear winner in this space.

Cons

The product is trying to become increasingly friendly to non-developers, but it is still really positioned as a developer-first platform. It is a true platform technology, which is the root of most of Twilio's benefits – but that does come at the cost of being intimidating/less user-friendly to non-developers.

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Hermione O.

Computer Software, 51-200 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Review of Twilio

Reviewed 3 months ago
Pros

I appreciate how Twilio simplifies the incorporation of communication into programs and websites. It has a powerful API that makes it effortless to build a wide selection of applications, from customer service to video calling. Additionally, Twilio has outstanding client service, so any issues can be quickly addressed. Furthermore, it provides a wide variety of pricing packages and features, making it easy to discover the perfect choice for any budget.

Cons

Many users have expressed dissatisfaction with Twilio's price tag, as its services can become costly if utilized by a big number of people or used extensively. However, the usefulness of its features cannot be overlooked.

AR
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Verified reviewer

Information Technology and Services, 51-200 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Best Communications API for Voice and SMS

Reviewed 3 years ago

Overall, it's highly recommended that every startup or business should go with Twilio as their backbone communications layer. Recently they added more services like email through SendGrid, so it is really powerful.

Pros

Using Twilio services for programmable voice and SMS means that we do not have to build that infrastructure, and can build features on top of that at a quick speed. I like how reliable the services is, which is a major draw and value for money with the costs. At occasional times when there are issues, they are resolved speedily. The team is super friendly, and will always be there to help answer our problems. Otherwise, the API documentation is great and easy to implement.

Cons

It doesn't work or work so well in places like China though, which is understandable. The admin console is largely usable but can include for features for less tech savvy people, understandably, not really their audience.

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Rick K.

Construction, 1-10 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Twilio fills a niche for us

Reviewed a year ago

Overall we like and will continue to use Twilio. We used it for a small side business and was easy to work with. My developer liked using it though it seemed like the only option out there at the time.

Pros

Simple to use product (as an end user) that seems to usually work and has the options we need.

Cons

It's still a VOIP phone service so every so often the sound quality is perfect and it's gone down like any phone service can.

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David S.

Computer Software, 11-50 employees

Used daily for 2+ years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Very good product with one major problem that won't affect a lot of people.

Reviewed 2 years ago

It's working for us, and I don't think I'd move, as I assume we would have similar problems with other text message vendors and they'd have less clout than Twillio would when it comes to solving the problem.

Pros

A powerful telephony software that only charges you for resources you use. This works great for us, as we don't currently need a massive amount of resources. It powers all our text message needs on our internal software platforms.

Cons

The only problem we've faced is several carriers have started blocking non-standard TLD links. No failure, not message, the text messages disappear into the ether. Twillio has been less than useless in helping solve this (I suspect because our usage is so low they don't really care) I feel like this is a really niche problem that won't affect a lot of potential users, so I've still rated them fairly high and would probably recommend them too.

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Ramindu D.

Computer Software, 10,001+ employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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One of the best platforms for call/text integration

Reviewed 4 years ago

I have led teams that integrate Twilio as a text notification service for various events from medication adherence to support ticket alerts.

Pros

Twilio provides a very straightforward interface to programmatically integration calls and texts in to software applications. Configuration and set up is super easy, and Twilio provides a variety of options for regions and countries to set up your phone numbers for. They provide a number of SDKs in popular programming languages, making integration super easy.

Cons

The price point for calls and texts are a bit on the high side. Some of the more complex configurations might be a bit hard to set up, although their documentation IS quite thorough.

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tomer d.

Broadcast Media, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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okay not that great

Reviewed 4 years ago
Pros

can replace ringcentral which is way more expensive solution

Cons

their support is not really good they don't really know whats going on

EL
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Esther L.

Nonprofit Organization Management, 11-50 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Purchased out of necessity, expanded due to functionality

Reviewed 4 months ago

I like software that does what it’s supposed to do in the background without requiring regular babysitting. Twilio is exceptionally good at this. As long as our autopay works, the service remains consistently available and functions as expected.

Pros

For us, the integration is key. We have quite a few non-tech savvy people so operating the backend of Twilio could be intimidating for most of our staff. However, we need a product with extensive features and customization options. Twilio gives us the best of both worlds by integrating our user friendly database with the robust Twilio features.

Cons

There are always trade offs between available features and ease of use. Sometimes it’s hard to locate a particular setting. However, online documentation has helped me out so far and I have not needed tech support.

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Dilraj S.

Computer Software, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Awesome tool for sending sms and voice calling

Reviewed 4 years ago
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.

KT
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Konstantinos T.

Information Technology and Services, self-employed

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Call routing has never been easier

Reviewed 5 months ago

Twilio along with Zapier have never failed us and its pricing is really good for the services we use.

Pros

The API integration of twilio makes it easy for our business to operate and use the automation solutions provided by zapier.

Cons

The dashboard used to be a bit confusing when we started using the product. However after a couple of days I get its logic.

GA
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Greg A.

Information Technology and Services, self-employed

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Great for messaging and telephony

Reviewed 2 years ago

I absolutely love using Twilio, have had zero issues in using the SIP and text messaging on the platform.

Pros

I like the pay as you use service model. I use Twilio for SIP trunks and the cost savings that I have achieved are simply phenomenal. Part of the reason is the SIP trunks, those are cheaper than POTS lines, but the other factor is the pay as you use, unless you are using thousands of minutes a month, the pay as you go model is the way to go!

Cons

If there are errors with connecting to your infrastructure, it's not always apparent (right away) what the problem is.

RC
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Ryan C.

Telecommunications, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Twilio Platform = Solid

Reviewed 5 years ago
Pros

Even though I am not a developer, even I can get Twilio services working. I have helped a few local businesses in my area drop the traditional POTS lines and migrate over to Twilio and have heard nothing but great reviews. That platform has even given me the push to sign up for a couple dev classes to get even more out of it.

Cons

Some of the documentation can be extremely vague. I understand that it is made for developers/programmers but there is a big portion of potential users that would love to use some of the features, but just don't have the coding background/knowledge to make it come alive.

TP
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Theresa P.

Staffing and Recruiting, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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handy automation

Reviewed 4 years ago

Overall I believe their product to be of sufficient aid to my services and a product that my clients relay upon for reminders of appointments to keep working with the software.

Pros

I appreciate that the technology takes a lot off of my plate in terms of automating customer notifications

Cons

When there was a glitch in the system and I was grossly over charged it was very frustrating dealing with their customer support and I had to make a BBB complaint before the trouble ticket would be passed on to a supervisor, a process that took almost a month to resolve.