Twilio

RATING:

4.5

(430)

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 means that businesses can tailor it to their specific needs. Whether it's adding new communication channels, creating custom workflows, or integrating with third-party tools, Twilio makes it easy for businesses to create a communication solution that works for them.

Awards and Recognition

FrontRunner 2023
Software Advice's FrontRunners report ranks top products based on user reviews, which helps businesses find the right software.

Twilio Pricing

Pricing to make calls starts at 2 Cents/minute. Pricing to receive calls starts at $1 monthly / phone number and 1 Cent per minute.

Starting price: 

$0.01 

Free trial: 

Available

Free version: 

Not Available

Twilio Flex Channels

Twilio Reviews

Overall Rating

4.5

Ratings Breakdown

Secondary Ratings

Ease-of-use

4

Customer Support

4

Value for money

4.5

Functionality

4.5

Most Helpful Reviews for Twilio

1 - 5 of 421 Reviews

Rick

Events Services, 2 - 10 employees

Used less than 6 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

Reviewed March 2021

It gets it done

User Profile

Suzi

Verified reviewer

Semiconductors, 51-200 employees

Used weekly for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed March 2023

Twilio is an excellent tool in relation to quality and price, I recommend it.

In generally, companies of any size may stand to gain a significant amount by putting Twilio's powerful communication capabilities into action.

PROS

Twilio allows programmers to effortlessly create and release new forms of communication. Twilio provides a number of application programming interfaces (APIs), software development kits (SDKs), and libraries for adding telephony functionality to software. It also offers a variety of ways to get in touch, including phone, text, video, and electronic mail, so that each user's experience can be tailored to their own needs.

CONS

Until now, I haven't been able to find a single drawback to using Twilio. My interactions with Twilio have always been positive.

Reasons for switching to Twilio

Decided to use this program because it has many features and integrations, and customer service is excellent.

User Profile

Andrew

Verified reviewer

Apparel & Fashion, 1 employee

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

2

VALUE FOR MONEY

3

CUSTOMER SUPPORT

3

FUNCTIONALITY

5

Reviewed August 2023

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.

Reason for choosing 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.

Reasons for switching to Twilio

As a student I received a free trial from GitHub and I really liked how many options and integrations Twilio has.

pavan

Marketing and Advertising, 11-50 employees

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

1

EASE OF USE

1

VALUE FOR MONEY

3

CUSTOMER SUPPORT

1

FUNCTIONALITY

3

Reviewed January 2024

Lack of support and slow setup process and validation process

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.

User Profile

Lydia

Verified reviewer

Plastics, 501-1,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed November 2023

Twilio is the tool to get it right with customer engagements

Twilio has helped us reach our customers more effectively and easily by building a complete communication workflow where they can easily reach out to us through sms, video, audio or email.

PROS

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

CONS

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