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About Twilio

Twilio is a trusted and reliable partner for businesses looking to improve their communication capabilities.

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Pros:

The documentation of Twilio APIs is very clear, and the pricing is easily understandable. Their services are reliable and easy to integrate into your own projects.

Cons:

It can be difficult to find your way around the website. Even with documentation, setting up functions can be confusing.

Twilio ratings

Average score

Ease of Use
4.2
Customer Service
4.1
Features
4.5
Value for Money
4.2

Likelihood to recommend

8.1/ 10

Twilio has an overall rating of 4.4 out 5 stars based on 475 user reviews on Capterra.

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Sebastian
Sebastian
Owner in Canada
Verified LinkedIn User
Information Technology & Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Very useful but getting more and more expensive

5.0 2 years ago

Comments: 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.

Ajay kumar
Full Stack Developer in India
Information Technology & Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

First class SMS API Platform for developers

5.0 last year

Comments: 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.

Verified Reviewer
Verified LinkedIn User
Information Technology & Services, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source
Source: GetApp

Good features, but terrible support service

3.0 last year

Comments: Twilio: good features, terrible support service! Pray you never need their support! I opened a ticket almost a week ago asking for a simple thing: deactivate 2FA to be able to migrate the WhatsApp Business Account (WABA). Until today, they haven't resolved it. They take a long time to respond and send stupid questions. So far, they haven't done what I asked. I'll miss a perfect time to migrate because of them.

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.

Arran
CEO in UK
Marketing & Advertising, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

My 2 year experience with Twilio

4.0 3 months ago

Comments: I have used twilio for over 2 years having spent over $2,000 in call credit roughly, Twilio does the job, but it can be a pain at times. very difficult to set up and the phone number verification process takes way too long.

Pros:

Very easy to intergrate and a good phone system overall

Cons:

Verification process takes way too long with too little guidance

Fernando
CTO and General Manager in Mexico
Computer Software, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Great Service, for experienced users

5.0 last year

Comments: The experience has been really good over the years, we don’t see ourselves switching to another service anytime soon.

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.

Mark
COO in US
E-Learning, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Customer support is dificult to reach and unresponsive

2.0 last year

Comments: We have been a SendGrid customer for about 7 months. We use the service to handle the transactional emails from our website. We have been satisfied with that service and decided to also use them for our marketing campaigns On September 30th we exported our MailChimp contacts and cleaned up the data. On October we upgraded our SendGrid plan to Basic 50k, contacted SendGrid support, informed them what we were doing and asked about the use of Tags. We then imported 47k contacts, prepared a time sensitive single send marketing piece which we released on October 2nd to our complete contact list. SendGrid shut down the campaign, disabled the links in the 13k emails that had been sent, making them useless, and suspended our account. We have been unable to reach SendGrid to resolve this. This action, and lack of it by Twillo/SendGrid has significantly impacted our business as the campaign was in support of a live continuing education course scheduled for Tuesday 10/3. At this point we are trying to salvage what we can by moving to another marketing service.

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 .

Robert
CTO in US
Telecommunications, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Great APIs, terrible customer support and sales

4.0 last year

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.

Arjan
CEO in India
Retail, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Makes SMS and email automation easy and affordable!

5.0 3 months ago

Comments: 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.

Ed
Owner in US
Insurance Software, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Twillio for Business

5.0 2 months ago

Comments: My overall experience with Twillio has been great.

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.

James
James
Director of Digital Marketing in US
Verified LinkedIn User
Financial Services Software, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

powerful SMS tool

4.0 3 months ago

Comments: it's a cool platform to reach out to people via text

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

Aseel
Account in Yemen
Accounting Software, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Egypt

5.0 2 years ago

Comments: I benefited a lot from the application, as it provided me with many functions and capabilities that helped me greatly in performing the work and presented it to me smoothly, quickly and concisely in one place, many benefits in the success of the work and the communication process, I was able to see the workflow, control it and follow it up, and I solved Many of the problems with the application that some employees made with some customers, and I dealt with these problems quickly and amicably. I realized many facts and reached many information and benefits..

Pros:

I found many advantages of making voice calls and sending text messages through the application and using them in the performance of the company's work, so that the application has become an indispensable main reference in life Daily and practical, I found integration in job performance in a very large way and it provided me with many things and benefits in performing work and controlling it, communicating with customers, suppliers and employees, monitoring them and their performance, knowing the desires and needs of customers, voice mail service, call recording, and many, many features in this application .

Cons:

It has an easy, simple, practical interface that all groups can use and benefit from in a smooth and uncomplicated manner. It has advantages when the internet is cut off or the network is weak. I found integration in the performance of the current practical work and doing it to the fullest by means of this application, but it contains something that I think it lacks, which is the support of the Arabic language Some customers face a problem because of the availability of the language only, and we hope that the application will pay attention to this point and focus on it.

Ewa
Marketing Team Lead in Canada
Health, Wellness & Fitness, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

My Remarkable Journey with Twilio.

5.0 9 months ago

Comments: 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.

Alen
BDM in Slovenia
Apparel & Fashion, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Amazing product

5.0 7 months ago

Pros:

Everything, but especially support and connectivity options.

Cons:

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

Clinton
Human Resource Manager in US
Machinery, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

The Implemenation of Twilio Is Easy

5.0 10 months ago

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.

Brent
Lead Developer in US
Computer Software, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Terrible A2P Campaign Interface

3.0 last year

Comments: I work with nearly 100 clients and I help them setup their Twilio accounts (we are a reseller). The process to get a verified campaign, brand, and messaging service is dismal despite even after 8 months of working with their new system. I do not understand how a company as large and as tech focused as twilio does not have better systems. Their asynchronous tasks rarely completely in the browser, the web interfaces glitches and flickers randomly, and the error messages are minimal and require getting in touch with their cookie cutter customer support team (zendesk). They also make you build your own menu, and the menu is always changing for some reason. I am writing this review out of frustration. I hope they get their act together. I am seriously considering taking my business elsewhere.

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

Armando
Marketing Manager in Mexico
Law Practice, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Best of the best

5.0 10 months ago

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.

Santiago
Operations Analyst in Mexico
Computer Software, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Twilio Review

5.0 last year

Comments: Through Twilio we're able to quickly reach out to customers, either via normal messaging or campaigns. We love the campaigns feature which has enabled us another channel for product promotion.

Pros:

Messaging our customer through Twilio is very simple and straight-forward, we also love how this integrates with our CRM to visualize real-time communication with our customers.

Cons:

During the A2P 10DLC process it was very tedious to register all our Twilio numbers, but we believe this was only a one-time thing and got through it.

Jonathan
CEO in France
Education Management, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

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

4.0 6 months ago

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

Steve
Developer in Greece
Health, Wellness & Fitness, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

A Reliable Cloud Communications Platform

5.0 last year

Comments: 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

Verified Reviewer
Verified LinkedIn User
Package/Freight Delivery, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source
Source: GetApp

Twilio has real bad customer service!

1.0 2 years ago

Comments: 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.

Sarah
Operations and Client Excellence Manager in UK
Human Resources (HR) Software, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Twilio in Recruitment

3.0 last year

Comments: It does the job and is able to send messages to our candidates now that we have this set up. However, communication from Twilio itself hasn't been very clear and we would have preferred more available support in the early stages. The fact that this is already linked with our ATS so we don't have to add additional API has been hugely beneficial and a bit time saver for us.

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

pavan
Vice President in India
Marketing & Advertising, 11–50 Employees
Used the Software for: Free Trial
Reviewer Source

Lack of support and slow setup process and validation process

1.0 last year

Comments: It has been pretty bad. Medicore support and slow validation process. If you have months and months time to do your project then Twilio may work. very slow process to onboard and start using their products.

Pros:

Ease of use of the platform and pricing.

Cons:

Lack of customer service, setup is cumbersome and validations take forever for Twilio to complete. They can not open any pdf files you send them, yet they want proof. Frustrated that I could not even get to move forward initial step of getting a phone number assigned and restrictions imposed by twilio. Look else where if you have options.

Roja
Solution manager in India
Education Management, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

The versatile SMS Marketer

4.0 last year

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.

Verified Reviewer
Verified LinkedIn User
Computer Software, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

It is a good service that has helped me alot to receive business SMS

4.0 last year

Pros:

The cost of watsup API is very affordable

Cons:

The customer service support is really very slow to respond

John
Owner in US
Marketing & Advertising, Self Employed
Used the Software for: 1+ year
Reviewer Source

The GOAT in SMS Marketing

5.0 last year

Comments: Twilio is considered the GOAT in SMS Marketing for good reason. They are trustworthy and reliable (I haven't had issues with SMS not going through), easy to use and schedule your marketing campaigns, and the analytics are solid. The pricing is confusing at first, but once you kind of figure out how they charge you, you realize that their pricing is quite cheap. There are other SMS Marketing options out there, but the dirty secret is that most of them still use a Twilio number and/or integration. Go to the source, use Twilio.

Pros:

Trusted & Reliable Easy to Use Analytics Galore

Cons:

The pricing model can be confusing to most at first.