Overview
Product Information on Twilio Customer Engagement Platform
What is Twilio Customer Engagement Platform?
Twilio Customer Engagement Platform Pricing
Overall experience with Twilio Customer Engagement Platform
“Twilio takes all of the complexity out of communication, offering a comprehensive set of APIs to send and receive messages or calls”
“Twilio Provides Feature Depth Yet Faces Criticism Over Support and Usability”
About Company
Company Description
Twilio aims to stimulate the creative thinking of developers. The enterprise functions as the user-interface layer for the internet, enabling businesses to create engaging interactions for their users. Offering straightforward tools designed to tackle complex issues, Twilio delivers its services via a developer-centered cloud platform, ensuring global reach and transparent pricing.
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Twilio Customer Engagement Platform Likes & Dislikes
I appreciate the documentation and sample code, which makes it easy to understand step by step the necessary information for a developer to stand up a new project to communicate directly with customers. The power of Twilio is that they obfuscate all of the tedious rules and regulations and integrations with every provider, so we don't have to worry about the reliability of delivery of our messages; when something changes behind the scenes, no updates are required on our part since Twilio seamlessly keeps their systems working as intended. Finally, the monitoring and reporting of message delivery is very detailed, including the ability to re-process any failed requests directly from the monitoring page.
Flexibility - Twilio allows us to customize and integrate communications into existing systems in ways that fit our business. Twilio has a wide range of features that gives us a lot of options for customer engagement
I like the suite of tools and the al la carte approach. You can customize and use pieces of their solutions as needed. They have great documentation and technical specialists who can assist and advise to tailor to your specific solutions.
While we're considered a mid-sized business, our message volume places us at the lower end of the scale of Twilio customers, which means that we experience fewer touch points with sales or technical staff than some larger customers. Support is via web ticket only, though additional support is available, but the cost is prohibitive when compared to the cost we're paying for our message and call delivery. Email delivery details are available for 30 days when paying for the extra add-on, but our regulations require us to keep longer records of that information and the APIs and webhooks available from Twilio don't easily allow us to scrape that data on our own.
The biggest frustration is the customer support, it's often slow (needing multiple follow ups for a response). Twilio's platform itself is not intuitive for new users, and the documentation is extensive but not always clear. There is a bit of a learning curve, which means you need to dedicate time and resources to get the most out of Twilio.
The only negative is really about how successful and ubiquitous they are. This means there are sometimes solutions or limits on things that are essentially for the greater good, even if it doesn't make sense in your particular use case.
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Twilio Customer Engagement Platform Reviews and Ratings
- Business Application Manager50M-1B USDEnergy and UtilitiesReview Source
Twilio takes all of the complexity out of communication, offering a comprehensive set of APIs to send and receive messages or calls
Twilio provides all of the tooling necessary to send voice calls, text messages, and emails programmatically, with a robust set of features and options, well-defined documentation, sample code in many languages, and open-source SDKs for easy integration. Cost of service is very reasonable given the complexity removed from the developer side. - LEAD PRODUCT MANAGER50M-1B USDIT ServicesReview Source
Twilio is a best in class solution provider.
My experience with Twilio over the years has been rock solid and exceptional. At multiple roles in different companies we have leveraged their solutions and products. They still keep to their developer/integration roots but now offer complete solutions and turn-key services for retail and less complex customers. We leverage their Lookup API to validate customer phone numbers and reduce error rates and improve deliverability. - Engineer50M-1B USDIT ServicesReview Source
Twilio API Integration Improves Phone Number Validation Accuracy and Platform Efficiency
We use the Twilio API in our startup. We were working on building a hiring platform so we had Candidate data which included phone numbers. So to validate if they are real or fake and to have more information about their phone numbers we used Twilio API. It integrated easily with our current codebase and was really able to reduce our call failure up to 90%. since we knew which were fake and which were real so the efficiency of our website and backend became better. The documentation of the API is clear and implementation is straight forward - SENIOR SALES MANAGER<50M USDMediaReview Source
User-Friendly Interface Makes Navigation and Scheduling Messages Straightforward
Used this in my previous company and I can remember that it was nice. What I like is that multiple platforms can be integrated, so as a digital marketing person, changing tabs is not required. No delays whatsoever in the messages box, so we can see the chat in real time. - Group Product Manager<50M USDBankingReview Source
Twilio Simplifies Gen AI Agent Integration With Easy-To-Use Communication APIs
Twilio has been a fantastic partner for all of our communication needs, especially as we scale our Gen AI agent infrastructure across our support channels. Their API is extremely simple to implement and intuitive enough to be used even by non-technical teams.