Twilio

RATING:

4.5

(445)

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.

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
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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 436 Reviews

Allen

Health, Wellness and Fitness, 2 - 10 employees

Used unspecified

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 May 2024

Twilio Review: A great SMS campaign manager

User Profile

Sebastian

Verified reviewer

Information Technology and Services, 2-10 employees

Used daily for more than 2 years

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

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

2

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed June 2023

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.

Reason for choosing 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.

Reasons for switching to 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.

Robert

Telecommunications, 2-10 employees

Used daily for less than 2 years

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

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

2

FUNCTIONALITY

5

Reviewed August 2023

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.

Reason for choosing Twilio

They're the market leader and have a developer-focused offering.

Anonymous

2-10 employees

Used weekly 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

5

FUNCTIONALITY

5

Reviewed March 2024

The OG of SMS Messaging for Business

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.

Mark

E-Learning, 2-10 employees

Used daily for less than 12 months

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

OVERALL RATING:

2

EASE OF USE

4

VALUE FOR MONEY

2

CUSTOMER SUPPORT

1

FUNCTIONALITY

3

Reviewed October 2023

Customer support is dificult to reach and unresponsive

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 .

Reason for choosing Twilio

We were already using it for our transactional emails, fee structure and reputation for deliver-ability

Reasons for switching to Twilio

Fee structure and reputation for deliver-ability