Twilio

Pros

It is very comprehensive. It can do lots of things. We don't use all the features, but love knowing it can do so much when and if we do need it.

Cons

The interface can sometimes be a bit confusing. but they have a very good help file. Every time I've tried to find something and could not, checking the help file has given me step-by-step instructions. Only once did I ever need to contact support, and they resolved my issues quickly.

Alternatives Considered

Reasons for Switching to Twilio

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

Alternatives Considered

Reasons for Choosing Twilio

Switched From

Reasons for Switching to Twilio

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!

Pros

There was apparent ease of use, but that assumed that their customer service had its act together. Their flows are easy to make, and they offer great-sounding products.

Cons

Their customer verification process is unnecessarily burdensome and inefficient. Despite providing complete details about my LLC, business purpose, and intended use case in my initial response, I received identical verification requests from three different support representatives [sensitive content hidden], each asking for the exact same information. The lack of internal communication between support teams resulted in days of back-and-forth for what should have been a simple implementation. Meanwhile, my purchased toll-free number remained unusable, returning busy signals when called. For a company that markets itself as developer-friendly with seamless integration, their customer onboarding experience contradicts this promise entirely. The verification process became so tedious that I considered abandoning the service altogether for a competitor. This experience makes me question their operational efficiency and customer-centric approach.

Alternatives Considered

Reasons for Switching to Twilio

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.

Alternatives Considered

Reasons for Switching to Twilio