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.

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..

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.

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.

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.

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

It can be complicated to get setup and their website at the time wasn't intuitive to use.

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.

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

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 .