--- 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: 514 ### Secondary ratings - Ease of use: 4.1/5 - Customer support: 4.0/5 - Value for money: 4.2/5 - Functionality: 4.5/5 ### Rating distribution - 5 stars: 312 reviews (61%) - 4 stars: 139 reviews (27%) - 3 stars: 28 reviews (5%) - 2 stars: 11 reviews (2%) - 1 star: 24 reviews (5%) ### Most mentioned pros - Excellent Telephony system providing outbound priority disciplines to meet business needs and customer contact. - 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. - It saved development time and was flexible enough for different requirements. Once we got familiar with the platform, managing things became much easier. ### 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. - 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. ## Twilio customer reviews Showing reviews 1-25 of 514 (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! --- ### 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. --- ### 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. --- ### Powerful, but Difficult - Overall rating: 3/5 - Reviewer: Bonnie B. - Verified reviewer: Yes - Industry: Non-Profit Organization Management - Company size: 51-200 employees - Product usage: Used monthly for more than 2 years - Reviewed: June 2026 - Review source details: This review was submitted organically. No incentive was offered On the whole, we do appreciate the ability to send SMS out to our constituents and once the connections are setup, it is set it and forget it, but the initial setup is difficult. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros We do appreciate the ability to send mass texts out to our constituents and the ability to provide what they need quickly. They also have a great non-profit program with free credits and then reduced pricing. #### Cons Twilio's UI is lacking for today's vibe coding, low code culture. It's also difficult to navigate the backend and find what you're looking for including billing. --- ### 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. --- ### Fulfilled my requirements - Overall rating: 5/5 - Reviewer: FAUZIA M. - Verified reviewer: Yes - Industry: Retail - Company size: 2-10 employees - Product usage: Used daily for less than 6 months - Reviewed: March 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. when emailing support, response times are greater than 24 hours. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Whatsapp messenger . Easy to use online admin interface. Easy to integrate with your setup. #### Cons configuration were a bit difficult to understand #### Reasons for switching to Twilio Calilio did not offer mobile number due to which i could not do OTP verification. --- ### Twilio - Seamless Communication for Developers and Business - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: December 2024 - Review source details: This review was submitted organically. No incentive was offered Very good choice for developers, start-ups and enterprises looking for robust cloud communication services. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros 1- Set of APIs • Messaging • Voice • Video • Email 2- Twilio offers high availability with minimal downtime. That's why it has a reputation for reliability. #### Cons Twilio provides Limited support on free-tier users. #### Reasons for switching to Twilio Wide range of communication channels that twilio provides. --- ### 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. --- ### Customer support is dificult to reach and unresponsive - Overall rating: 2/5 - Reviewer: Mark T. - Verified reviewer: Yes - Industry: E-Learning - Company size: 2-10 employees - Product usage: Used daily for less than 12 months - Reviewed: October 2023 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 2/5 - Customer support: 1/5 - Functionality: 3/5 #### 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 . #### Reasons 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 --- ### Can do everything, for all businesses but with a steep learning curve... - Overall rating: 4/5 - Reviewer: Andrew B. - Verified reviewer: Yes - Industry: Apparel & Fashion - Company size: Self-Employed - Product usage: Used daily for more than 2 years - Reviewed: August 2023 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 5/5 #### 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. #### Reasons 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. --- ### Twilio is best in class, but at a cost - Overall rating: 4/5 - Reviewer: Pat D. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 501-1000 employees - Product usage: Used weekly for more than 2 years - Reviewed: May 2025 - Review source details: This review was submitted organically. No incentive was offered Twilio has been a great partner and has helped us grow and expand our product capabilities. But the cost continues to rise too. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Twilio is the strongest messaging application for our product suite and makes the user experience seamless #### Cons Twilio costs are a bit high, making the cost hard to stomach as a company continues to scale. Others will get competitive on price. --- ### Impossible to set up poor communication - Overall rating: 1/5 - Reviewer: Jalen S. - Verified reviewer: Yes - Industry: Real Estate - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: May 2025 - Review source details: This review was submitted organically. No incentive was offered Tried to set up multiple campaigns with sales and IT neither were successful at giving me the correct items needed to get a campaign approved #### Ratings breakdown - Ease of use: 1/5 - Value for money: 1/5 - Customer support: 1/5 - Functionality: 1/5 #### Pros Nothing they were unable get my profile set up after paying for over 5 campaign reviews their customer service is poor #### Cons Very vague requirements for MFA, impossible to get a campaign approved customer service is poor and lacks clarity --- ### Good Experience - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used weekly for less than 6 months - Reviewed: February 2025 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 3/5 #### Pros SMS sending is easy with multiple numbers with multiple countries #### Cons Little UI design is difficult to understand. #### Reasons for switching to Twilio As amazon is so much costly for SMS sending. --- ### Twillio for Business - Overall rating: 5/5 - Reviewer: Ed F. - Verified reviewer: Yes - Industry: Insurance - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. My overall experience with Twillio has been great. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### Set It and Forget It - Overall rating: 5/5 - Reviewer: Derek J. - Verified reviewer: Yes - Industry: Recreational Facilities and Services - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: November 2024 - 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 to send automated texts for bookings through an API. Twilio makes sending these texts super simple. I don't have to really worry about anything with it. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros Once set up, it's very easy to use the tool to send texts. It ends up being a set it and forget it tool for us and just handles the texts for us through the API. #### Cons Setup is super complicated with seemingly multiple areas to setup the same things, but they're different features. It took us weeks to actually setup properly to start sending texts out. --- ### 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 --- ### Saira's review on Twilio - Overall rating: 5/5 - Reviewer: Saira Y. - Verified reviewer: Yes - Industry: Computer Software - Company size: Self-Employed - Product usage: Used weekly for less than 2 years - Reviewed: June 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Twilio is the best app for message broadcasting, message scheduling, call recording, data distribution, etc. I personally recommend and suggest my clients and customers use it. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Call recording and analyzing agents' performance is the best option that I enjoy while using Twilio. This software is very easy and less expensive to use. As well as we can easily integrate with other web apps to make the workflow more fast, more accurate, and more fluent to enhance our business. #### Cons The admin interface is a little bit complicated, Twilio should enhance the user experience for admins would be great. --- ### Twilio: The Ultimate Communication Solution for Businesses - Overall rating: 5/5 - Reviewer: Ahmed A. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: Used daily for less than 12 months - Reviewed: January 2023 - Review source details: This review was submitted organically. No incentive was offered Twilio is a reliable and effective communication solution that helps us improve our customer engagement and communication strategies. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The most positive aspect of Twilio is its flexibility and scalability, Twilio offers a wide range of communication services, including SMS, voice, video, email, and chat, which can be easily integrated into any application. This allows us to create personalized communication experiences with our customers. Twilio's pay-as-you-go pricing model allows us to scale usage based on our needs, without any long-term contracts or commitments. Twilio's platform also provides a variety of features such as call routing, message personalization, 2-way messaging, contact management, online voice transmission, call monitoring, call recording, MMS, automated responses, reporting and analytics, shortcodes, voicemail transcription, access controls, mobile keywords, call conferencing, SIP trunking and unified communications, all of these features are very useful and make the communication process more efficient and convenient. #### Cons Twilio is that it may not be as user-friendly as other similar products, You may find the platform complex and difficult to navigate, which could make it challenging for fully utilize all of its features. Even though Twilio's platform offers a wide range of communication services, it may not have some specialized features that other products offer.However, these cons are not unique to Twilio, as any software has its own set of pros and cons. --- ### "Revolutionizing Communications with Twilio: A Comprehensive Review" - Overall rating: 5/5 - Reviewer: Devendra Kumar S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used monthly for free trial - Reviewed: February 2023 - Review source details: This review was submitted organically. No incentive was offered My overall experience with Twilio software has been positive. Twilio has enabled my business to communicate more effectively with customers and potential customers. We are using Twilio to send text notifications and reminder messages to customers, as well as to send automated voicemails. The benefits of using Twilio have been clear in terms of improved customer communication and better customer experience. We have also seen a marked increase in customer engagement, with more customers responding to and interacting with our messages. In addition, Twilio has allowed us to streamline our communication process, resulting in more efficient use of our resources. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Pros:- Twilio is a powerful and easy-to-use communication platform that provides a wide range of services and features.- The platform is highly scalable and can easily be tailored to meet the communication needs of any organization.- Twilio offers a wide range of services including voice calls, text messaging, video conferencing, and more.- Its integration with existing business processes is quick and easy, and the platform is extremely user-friendly. #### Cons One of the cons of Twilio Software is that it can be difficult to integrate with existing business processes. It also may lack features that other software programs offer, such as automation or reporting capabilities. Additionally, the user interface can be a bit confusing and hard to navigate, making it difficult to use for those who are unfamiliar with the software. --- ### Good features, but terrible support service - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: February 2024 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 4/5 - Customer support: 1/5 - Functionality: 4/5 #### 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. #### Reasons for choosing Twilio They had an integration with WhatsApp Business Account (WABA) compatible with my chat platform and a good integration by API. ## More reviews [Next reviews](https://www.softwareadvice.com/voip/twilio-profile/reviews/?page=2) --- Twilio Reviews, Pros and Cons - 2026 Software Advice