--- title: "Twilio Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Twilio. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Twilio is a good fit for you!" source_url: "https://www.softwareadvice.com/voip/twilio-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [SMS Marketing Software](https://www.softwareadvice.com/sms-marketing/) / [Twilio](https://www.softwareadvice.com/voip/twilio-profile/) / Twilio Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/voip/twilio-profile/) Reviews [Alternatives](https://www.softwareadvice.com/voip/twilio-profile/alternatives/) # Twilio User Reviews ## Reviews summary - Overall rating: 4.4/5 - Total reviews: 566 ### Secondary ratings - Ease of use: 4.2/5 - Customer support: 4.0/5 - Value for money: 4.2/5 - Functionality: 4.5/5 ### Rating distribution - 5 stars: 355 reviews (63%) - 4 stars: 147 reviews (26%) - 3 stars: 29 reviews (5%) - 2 stars: 11 reviews (2%) - 1 star: 24 reviews (4%) ### Most mentioned pros - Excellent Telephony system providing outbound priority disciplines to meet business needs and customer contact. - The APIs are powerful and well-documented, making it relatively easy for developers to integrate communication services into their projects. - Twilio has a great value for the price and enables almost instantaneous notifications for actions taken, information submitted and requests performed on the corporate website. ### Most mentioned cons - Our business verification was rejected multiple times despite providing the requested documents, and support was slow to resolve the issue. - After successfully creating the flow and purchasing a number, I was met with an endless loop of verification requests from their support team. Despite providing complete information about my LLC, my role, and intended use case in my FIRST response, I received identical verification requests from THREE different support representatives [sensitive content hidden], each asking for the exact same information I had already provided multiple times. - Some of the verification and compliance steps can also make the initial setup slower than expected. ## Twilio customer reviews Showing reviews 1-25 of 566 (page 1). ### Developer telephony message solution - Overall rating: 4/5 - Reviewer: Andrew M. - Verified reviewer: Yes - Industry: Computer Software - Company size: 2-10 employees - Product usage: Used weekly for less than 12 months - Reviewed: May 2026 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 3/5 - Functionality: 5/5 #### Pros An excellent developer platform for telephony communications, cheap and relatively easy to build no-code solutions #### Cons The console is complex and has a lot of jargon that you need to go through to get to a working solution. --- ### Best low cost call tracking with unlimited customisation - Overall rating: 5/5 - Reviewer: William S. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: July 2025 - Review source details: This review was submitted organically. No incentive was offered Twilio operates on the backend of Dialhawk which is a call tracking software I use in my marketing agency. Without Twilio I wouldn't have the tech to run my business as effectively. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Nothing on the market compares to twilio when it comes to cost at scale. Twilio provides API access so you have full control over all your call data #### Cons not very easy to use for those who don't have programming experience. Although can be used if a non technical person follows a step by step tutorial for your specific use case #### Reasons for choosing Twilio twilio is far cheaper at scale compared to anything I could find #### Reasons for switching to Twilio twilio is far cheaper at scale than call rail --- ### Fantastic platform with easy SDKs - Overall rating: 5/5 - Reviewer: Darryl F. - Verified reviewer: Yes - Industry: Computer Software - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The simple SDKs already built out for almost any language, and ability to build almost anything you want/need! #### Cons It's a little intimidating at first. Lots of setup behind the scenes. However, once it's set up, it's a very solid product! --- ### Flexible and Reliable Communication Platform - Overall rating: 3/5 - Reviewer: Léo L. - Verified reviewer: Yes - Industry: Education Management - Company size: 11-50 employees - Product usage: Used weekly for less than 6 months - Reviewed: August 2026 - Review source details: This review was submitted organically. No incentive was offered Reliable and flexible platform for adding communication capabilities to applications. The documentation and developer-focused tools are helpful, although the pricing and setup can take some time to understand. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Flexible tools for adding communication features such as SMS, voice calls, and notifications to applications. The APIs are powerful and well-documented, making it relatively easy for developers to integrate communication services into their projects. It also offers a wide range of features and integrations. #### Cons The pricing structure can be a little difficult to understand, especially when using multiple services. Some advanced features may also require additional configuration and technical knowledge, which can make the platform challenging for beginners. --- ### Flexible and robust SMS solution - Overall rating: 4/5 - Reviewer: Nallely R. - Verified reviewer: Yes - Industry: Food & Beverages - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered I have been working and using Twilio since 2021 and they are very competitive vendors with strong commitment and flexible solutions. My requirements were out of standard and we became one of the biggest and most important Customers. We were always supported with honesty and reliability. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros - Flexibility to manage marketing budget autonomously - Competitive pricing - Good customer support and highly committed staff - clear visibility of spend with possibilities to set up multiple accounts #### Cons - You need to develop custom connectors - The RCS services is limited - Consent management is standard, most probably you need to create custom integration to manage the opt in and out between Twilio and your CRM or Consent management system #### Reasons for choosing Twilio Flexibility for invoicing and account management --- ### Bad experience. - Overall rating: 1/5 - Reviewer: Mario T. - Verified reviewer: Yes - Industry: Capital Markets - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: October 2025 - Review source details: This review was submitted organically. No incentive was offered Bad experience, after many years: I got hacked by them. They are charging me for services I never used and previously blocked, such as long-distance and regular calls. I even had a spending limit that was exceeded by $710, and they will not refund or waive the charges. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 1/5 - Functionality: 5/5 #### Pros SMS at first, and the price, but then comes all the bad stuff after that. Bad service, and they don't respect your choices; they'll blame you for them. #### Cons Customer service is terrible; they don't understand that they have a responsibility for the options they give us. #### Reasons for choosing Twilio The only option I thought, but there are more now. --- ### Great platform if you're have a talented technical team - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used weekly for more than 2 years - Reviewed: June 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Great tools, and clear docs but their business isn't for everyone. You need to be quite technical and know what you're doing. Otherwise you will be taken advantage of. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros I liked Twilio’s flexibility and scalability the most. It offers powerful APIs that let you easily build and customize omnichannel campaigns. They offer SMS, email, and voice to go with conversational AI functions. Our devs like their clear docs. #### Cons I really dislike their business practices. Their sales and customer support team are not very clear when it comes to what your company needs to buy since they offer so many solutions. You often feel ripped off, and pay for things you don't need. You also need to have quite technical devs to set everything up correctly. They want you to do it yourself, which is how they keep prices down. #### Reasons for switching to Twilio Twilio has a stronger API and better custom options for building more sophisticated omnichannel campaigns. --- ### Good Option for Communication APIs - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Services - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: May 2026 - Review source details: This review was submitted organically. No incentive was offered Overall, the experience has been good for handling messaging and communication features without building everything from scratch. It saved development time and was flexible enough for different requirements. Once we got familiar with the platform, managing things became much easier. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros We used Twilio for OTP and notification messages in one of our project , and the message delievery was quite consistent. The integration process was manageable with the help of the documentation. After the initial setup , it worked reliably for our need. #### Cons A few parts of the setup were confusing at first, especially while configuring some API settings. Pricing also started feeling a bit high as usage increased. It look some testing before everything worked the way we wanted. --- ### Hidden Fees, Broken System, No Refunds - Overall rating: 1/5 - Reviewer: Stacey B. - Verified reviewer: Yes - Industry: Transportation/ Trucking/ Railroad - Company size: 2-10 employees - Product usage: Used daily for free trial - Reviewed: August 2026 - Review source details: This review was submitted organically. No incentive was offered Hidden process, blocked cancellation, late replies, charged without consent, refused refund. Awful company. #### Ratings breakdown - Ease of use: 1/5 - Value for money: 1/5 - Customer support: 1/5 - Functionality: 1/5 #### Pros I can’t say anything positive. I never got through the process because they took my money first. Bad #### Cons Misleading charges, no clear cancellation option, slow support, and software that doesn’t work. I was billed without consent and couldn’t cancel on the website. Terrible experience — avoid this company. --- ### Great platform to build calling solutions - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used monthly for less than 2 years - Reviewed: January 2026 - Review source details: This review was submitted organically. No incentive was offered Anytime I have issues or questions with twilio development, I can easily reach out to the support and they will respond with solutions quickly. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Twilio provides the layer of programmable voice api, it means you can use their sdk to build an messaging and calling application easily, it starts cheap and for small scale of application, it is very good. They also provide very responsive customer support. #### Cons Twilio has been in the area for a long period now, with the iteration of the technology, sometimes the information are not quite aligned between different implementations also it does not have native integration with other system. --- ### Best overall omnichannel messaging app - Overall rating: 4/5 - Reviewer: Diana B. - Verified reviewer: Yes - Industry: Computer Software - Company size: 2-10 employees - Product usage: Used weekly for more than 2 years - Reviewed: January 2025 - Review source details: This review was submitted organically. No incentive was offered The application is hands down the best, but their sales team is a bit pushy. The customer service is fairly good. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros They have the best UI for omnichannel messaging for SMS, MMS, RCS, WhatsApp and conversational AI. Everything works together quite nicely, and their pricing is quite good for what you get. #### Cons It can be very overwhelming to use if you're not an advanced A2P communications user. My clients do not enjoy using it, but they love the results they receive from it once they delegate it to someone else. #### Reasons for switching to Twilio Although Burst SMS and SMSGlobal was cheaper and easier to use, their platforms were very outdated. My client decided to move their business away from both platforms in favor of Twilio. Twilio has a much wider selection of omnichannel comms to choose from as well. --- ### Egypt - Overall rating: 5/5 - Reviewer: Aseel M. - Verified reviewer: Yes - Industry: Accounting - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2023 - Review source details: This review was submitted organically. No incentive was offered 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.. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### 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. #### Reasons for choosing Twilio Because of its speed and provision of integration in functionality and ease of use and benefit from all its services. --- ### Twilio SMS and Studio are fantastic - Overall rating: 5/5 - Reviewer: Brian H. - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used weekly for less than 2 years - Reviewed: January 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### 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). #### Reasons for choosing Twilio Studio and Flows of Twilio, prior experience using Twilio for phone number verification. --- ### Bredth not depth. Twilio is functional but unreliable with poor customer support. - Overall rating: 1/5 - Reviewer: Luke C. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2025 - Review source details: This review was submitted organically. No incentive was offered Very negative. Many of the reliability issues we have experienced with Twilio are easily reproducible and solvable but Twilio does not invest in resolving these issues or are not capable. It's worth noting we spend ~$20k USD per month with Twilio. We're by no means a significant customer for Twilio but we're certainly not a small one. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 2/5 - Customer support: 1/5 - Functionality: 4/5 #### Pros Breadth of functionality. Twilio offers a significant variety of features to support many use cases. #### Cons The Twilio console and services more broadly are highly unreliable. Reliability issues wouldn't be a significant issue if their support team had product expertise and the capability to resolve issues but having worked with Twilio support on many occasions it seems like Twilio do not provide their team with the training and resources they need to support customers well. --- ### Easily Integrate Text Messaging Into Your Workflows - Overall rating: 5/5 - Reviewer: Shane S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: Used daily for less than 6 months - Reviewed: June 2025 - Review source details: This review was submitted organically. No incentive was offered Twilio has a great value for the price and enables almost instantaneous notifications for actions taken, information submitted and requests performed on the corporate website. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Twilio enabled quick and easy integration with my WordPress site to enable the notification of lead capture and form submissions. #### Cons The Twilio configuration is flexible and powerful but the overall UX and workflow could be improved to remove an confusion. --- ### Only use it because its required in our CRM - Overall rating: 3/5 - Reviewer: Megan F. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: January 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 1/5 - Customer support: 1/5 - Functionality: 2/5 #### Pros I like that it connects to our CRM and sends automated messages #### Cons I do not like how hard it was to get our A2P registration set up and the back and forth with the support team, I don't like the cost on top of everything else we pay for and the website itself is not user-friendly --- ### Amazing Suite of Products - Overall rating: 5/5 - Reviewer: Steve B. - Verified reviewer: Yes - Industry: Computer Software - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Excellent. We utilize several of the Twilio products and have built a large amount of our infrastructure with them. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros API Functionality is seemingly limitless. Basically, if you can imagine it you can build it with Twilio. #### Cons There is nothing that I could find an issue with. --- ### Great control for customer acquisition data. - Overall rating: 4/5 - Reviewer: Steven J. - Verified reviewer: Yes - Industry: Construction - Company size: 11-50 employees - Product usage: Used weekly for more than 2 years - Reviewed: January 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros Created a central portal for customer acquisition and management. #### Cons Have no negative input on Twilio at this time. --- ### Makes SMS and email automation easy and affordable! - Overall rating: 5/5 - Reviewer: Arjan S. - Verified reviewer: Yes - Industry: Retail - Company size: 2-10 employees - Product usage: Used weekly for more than 2 years - Reviewed: November 2024 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 5/5 #### 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. --- ### Worth Purchasing - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: Used monthly for more than 2 years - Reviewed: April 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Functionality: 5/5 #### Pros Twilio is fantastic for SMS (and calls, but our primary purpose for Twilio was SMS). You are able to mass text, schedule, and use personalization options, including dynamic variables. It's very convenient and probably the best SMS integration option available. We use it with our current marketing software system. It's incredibly easy to set up, get started, and maintain. #### Cons It is a little on the pricey side but very comparable to most SMS/VOIP systems available. You do have to pay per SMS and there are character limits so if you're sending one long message - you're paying for 4. But ultimately it is worth it. --- ### Twilio's services and tools are reliable, easy to configure, easy to manage, and inexpensive - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Retail - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: July 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We use Twilio trunking for our multi-location PBX, and SMS messaging for customer communication. Twilio has worked out very well for us and I would strongly recommend them to other businesses. It's easy to set up, inexpensive and reliable. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Functionality: 4/5 #### Pros So far, we use Twilio SMS messaging and SIP trunking. Our experience with was excellent. Everything from creating an account, setting up services, integrating with other systems (PBX and CRM), funding and managing services has been nearly perfect. We did not have a lot of experience with any of these technologies, and we had very little trouble getting it to work the way we want. They have done an outstanding job of designing the services and interfaces so you can put together systems exactly the way you want, without a lot of trouble for spending a lot of money. #### Cons The one negative that we have encountered so far is that Twilio's SIP trunking does not support T.38 faxing. We do have a couple legacy fax machines set up with ATA's, but they are unreliable both sending and receiving, so we had to supplement this with efax service from another vendor. This setup works, but it would've been nice to have everything together from one vendor. I understand that fax is outdated, but it's still the standard in the medical industry. #### Reasons for choosing Twilio All the other companies were either much more expensive, much more limited in features, or harder to understand and set up. From what I looked at, nothing was even close to Twilio in terms of convenience, features and price. #### Reasons for switching to Twilio Chime was much harder to configure, harder to manage (billing and logs are unnecessarily complex) and didn't have all the features we wanted. In general, AWS is hard to beat, but their Chime offering is much inferior to Twilio. --- ### Purchased out of necessity, expanded due to functionality - Overall rating: 5/5 - Reviewer: Esther L. - Verified reviewer: Yes - Industry: Non-Profit Organization Management - Company size: 11-50 employees - Product usage: Used weekly for more than 2 years - Reviewed: January 2023 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Functionality: 5/5 #### 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. #### Reasons for choosing Twilio We originally chose Twilio because it already had an API option with our database software. Since that time, other companies have offered us deals but we don’t fix what isn’t broken. The pricing and reliable service keep us a loyal customer. --- ### Twilio is a cloud-based communication platform that offers APIs, developer tools, and SDKs. - Overall rating: 4/5 - Reviewer: Aman K. - Verified reviewer: Yes - Industry: Chemicals - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: February 2023 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### 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. #### Reasons for choosing Twilio Twilio is a well-respected communication platform that offers various features and tools to help businesses enhance their customer engagement and communication capabilities. Its API-driven approach and tools for developers make it an appealing option for businesses that want to customize and expand their communication channels effectively. While there are areas where Twilio could improve, such as pricing and analytics capabilities, users generally commend the software's reliable service and outstanding customer support. In summary, Twilio appears to be a valuable asset for businesses aiming to enhance their communication strategies. --- ### powerful SMS tool - Overall rating: 4/5 - Reviewer: James C. - Verified reviewer: Yes - Industry: Financial Services - Company size: 51-200 employees - Product usage: Used weekly for less than 12 months - Reviewed: November 2024 - Review source details: This review was submitted organically. No incentive was offered it's a cool platform to reach out to people via text #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 4/5 #### 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 --- ### Poor customer service in Twilio - Overall rating: 3/5 - Reviewer: Tanya D. - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2023 - Review source details: This review was submitted organically. No incentive was offered Being one of the major players in the market, Twilio has abused its position greatly! We and our customers consequentially, have experienced major service suspension in our US region. TBy not taking serious operational issues for their customer as a matter of priority they have caused us not only loss of revenue but impacted our reputation vastly. The interruption to services in the US area has been left unresolved for over 2 weeks, being transferred from department to department and mostly handled by AI very unsuccessfully and time consuming.Since it has been a reoccurring issue, and has been solved previously, it shows us that their client data and history management is very poor. Being a global service provider based in the US, they do not take into account the time zone differences and the customer support response time is appalling. The response time window doesn’t consider the time difference when the automation kicks in. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 1/5 - Functionality: 4/5 #### Pros The software is easy to use and deploy, fair pricing #### Cons Level of customer service - our issue with the US carrier is being handled for more than 2 weeks with no success. And Twilio is based in the US.Use of AI in Customer support - no result, tons of disappointment.Kicking the ticket from one department to another knowing the importance of the matter for us and our customers. ## More reviews [Next reviews](https://www.softwareadvice.com/voip/twilio-profile/reviews/?page=2) --- Twilio Reviews, Pros and Cons - 2026 Software Advice