Avis clients sur Twilio

Catastrophique

Commentaires : Affreux, aucun service technique réellement à votre écoute, aucune réponse valide, le service commercial vous réponds simplement au bour de 1 mois que les tarifs annoncés dégréssifs pour l'envois de sms ne le sont en réalité pas ! Le coût du sms est plus du double par rapport à mailjet que je conseille fortement du coup.

Avantages :

Soit disant un tarif dégréssif. Au bout de près de 1 mois nous obtenons enfin une réponse mais nous indiquant que le tarif ne change pas que ce soit pour l'achat de 1000 ou 10 000 sms !!! Cela était indiqué l'inverse pourtant.Service technique incompétent. Avec ma société nous tentons de trouver une solution pour encoder un sms depuis plus de 1 mois et malgré une quizaine de réponses par mail nous indiquant des réponses qui n'ont rien à voir avec la demande la réponse n'est pas encore trouvée !!!!Vous êtes livré à vous-même, avec un tarif d'envoi de sms à un coût exorbitant et en plus avec seulement 50 caractères au lieu de 70 habituellement afin de vous faire régler deux sms !!! Le tarif dégréssif promis n'existe pas en réalité donc Twilio est à déconseiller très fortement.

Inconvénients :

Mensonges sur la tarification dégréssive !Sms de 50 caractères au lieu de 70 !!Livré à vous même car ils ne vous donnent aucune réponse valable donc catastrophique

Twilio - Plateforme de service client

Commentaires : Selon mon experience, on a utilisé Twilio afin de résoudre des besoins de télécommunications et messagerie pour différents cas d'utilisation. Ca permet d'atteindre les utilisateurs sur les différents canaux.

Avantages :

Le plus apprécié dans ce logiciel est que Twilio est l'une des APIs les plus fiables pour envoyer des SMS et des messages sur le marché. Ainsi, concernant les prix, c'est assez compétitifs.

Inconvénients :

Le moins apprécié dans ce logiciel est que Twilio manque un peu d'intégration avec quelques services.

Meilleurs logiciels

Avantages :

Twilio est l'un des plus meilleurs des logiciels de marketing SMS.facile à prendre et rapide à utiliser.

Inconvénients :

Difficulté introuvable sur se logiciel, mais certains messages tarde avant de partir

Twilio is the tool to get it right with customer engagements

Commentaires : Twilio has helped us reach our customers more effectively and easily by building a complete communication workflow where they can easily reach out to us through sms, video, audio or email.

Avantages :

Twilio offers all the resources needed to build a complete communication and customer support platform with multiple support channels like video and audio calls and instant messaging. It allows us to collect our customer data and analyze them so as to achieve a better understanding of our customers at a more personal level.

Inconvénients :

Twilio is not an easy to use product and training is always a necessity especially for beginners.

Great Service, for experienced users

Commentaires : The experience has been really good over the years, we don’t see ourselves switching to another service anytime soon.

Avantages :

It works really well, they are good at making sure users are compliant with relevant regulations.

Inconvénients :

Customer service is slow, their system is not the friendliest.

Customer support is dificult to reach and unresponsive

Commentaires : 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.

Avantages :

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

Inconvénients :

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 .

Can do everything, for all businesses but with a steep learning curve...

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

A Solid Server

Commentaires : Overall it's a decent program. I wish it was a bit more stable, but the fact it allows hundreds of CCRs/CCAs/sales reps to be on calls simultaneously is a huge plus.

Avantages :

It is able to handle a call center that has hundreds of employees taking calls at the same time.

Inconvénients :

It crashes a fair amount and we do have issues with it at times.

Poor customer service in Twilio

Commentaires : 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.

Avantages :

The software is easy to use and deploy, fair pricing

Inconvénients :

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.

Trillion is a Great Integration for Sales Professionals!

Commentaires : Overall I had a great experience with Twilio. As a salsa professional, it checked all of the boxes for my team and I. We could record calls with ease, received awesome call quality, and made our lives very easy.

Avantages :

I really liked how we could call off of our work laptops and have the same quality as my cell phone. This allowed me to have the client data in front of me without worrying about my phone!

Inconvénients :

I have no complaints about Twilio! It was a great service.

Why use Twilio?

Commentaires : Twilio has been great when sending message to our customers.

Avantages :

We use Twilio for sending a message to our customers that their order are ready so they would know its time to pay.

Inconvénients :

none so far and hopefully not in the future

The GOAT in SMS Marketing

Commentaires : Twilio is considered the GOAT in SMS Marketing for good reason. They are trustworthy and reliable (I haven't had issues with SMS not going through), easy to use and schedule your marketing campaigns, and the analytics are solid. The pricing is confusing at first, but once you kind of figure out how they charge you, you realize that their pricing is quite cheap. There are other SMS Marketing options out there, but the dirty secret is that most of them still use a Twilio number and/or integration. Go to the source, use Twilio.

Avantages :

Trusted & Reliable Easy to Use Analytics Galore

Inconvénients :

The pricing model can be confusing to most at first.

Integrated Text / Voice Contact

Commentaires : Really useful in speeding up the communication process

Avantages :

Being able to use it within a CRM which records the action and no need to duplicate records.

Inconvénients :

Scrolling down a text is difficult as the window is too small in the CRM to see the whole message

Twilio user review

Commentaires : Sending bulk communication to our users via SMS or WhatsApp , Twilio provides the good platform.

Avantages :

following reasons to use Twilio- 1. Good UI and easy to understand 2. Pricing wrt to a competitor 3. Sticky sender feature. 4. Programmable Messaging service 5. Logging and debug feature 6. Webhook configuration

Inconvénients :

1. SMS success rate and charges are better wrt to competitors. 2. Sender numbers tier is not in users' control 3. Sticky sender feature needs more clarity on usage

Twilio's services and tools are reliable, easy to configure, easy to manage, and inexpensive

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

One of the most Powerful and Useful Platform in the World

Commentaires : Twilio is a great tool with a lot of Custom Features that can be plugged in to solve various business problems and provide value addition to Businesses.

Avantages :

Twilio provides a great level of services and is super easy to use. I personally used its WhatsApp API and Messaging API in my various Company Projects. It has a simple-to-understand API Documentation and powerful library support to get started with.

Inconvénients :

In Twilio for WhatsApp, the only downside I faced was it doesn't provide actual WhatsApp API which if provided could be of great help to me as new features of WhatsApp API takes time to come on Twilio.

Its ok...until you have to deal with the support.

Avantages :

We used Twilio since 2018 (an eternity in the software world). Good API and mostly without any big technical issues.

Inconvénients :

There was a big fraud/spam issue on our account. We are pretty sure it was not our fault. But things happened and we lost about 900$ due credit card charging (still no refund from Twilio). Contacted the support but we got only some general advices and they insisted that it was our fault. And apparently it was more important for them that we "Confirm that you will not be disputing the charges with your bank" then finding a solution. After 2 months without any progress, we decided to Switch to Amazon. Our first impression: great support from Amazon!

Could be really great, and it sounds great, but its really not

Commentaires : Twilio is a disaster of a product, and I would never ever use it again, it randomly stopped working and I got a Forbidden error that really had no documentation to explain why it was happening. When I contacted customer support they told me that it was because Twilio no longer offered email verification for free users. Well, they could have at least sent an email out telling everyone that. I would be forced to buy their tiered plan, switch services, or set up my own verification which sucks but at least tell your users that you're making these changes right?

Avantages :

It had a high number of emails you could send for free every day

Inconvénients :

They had a sprawling system that required like four api keys just to set up and integration between multiple products with little to no to innacurate documentation. First you have to have a SendGrid account and set up an API Key (first key in .env) , then you have to make an email template which is very hard to do because they have a lot of bugs with that whole system and its rather confusing as well, especially in regards to trying to actually write your own code for how it looks . Then you go to Twilio and get your Auth Token (second .env) and create a Service that has its own token (third .env) , then you integrate that with your sendGrid Template and I forgot where exatly but there some fourth token you need. It's ridiculously complicated and poorly set up, and the documentation doesn't really tell you how to code it, the page that tells you how to send emails has code examples for sending text messages so that's unhelpful. It took me several hours to figure out how it all works and get it set up for automatic emailing. When I switched to Courier it took my literally 15 minutes to do the exact same thing. They had great documentation, a wonderful easy to use website, and just one API key. Don't use Twilio, it's trash, try Courier.

Powerful Call Management

Commentaires : I have had a great overall experience with Twilio. Call quality is great, the users have the option to switch between bridge dial (using a physical phone linked to Twilio) or voice over IP calling. Implementation is relatively easy and call management is done in the cloud so it can be done from anywhere.

Avantages :

We use Twilio in conjunction with Groove (Twilio is Groove's voice provider). It is an awesomely powerful software for call center-like call management. The voice provider lives in the cloud so Twilio is very easy to implement and get up and running very quickly with minimal development. It is pretty intuitive but has a learning curve for less tech-savvy users. The help articles are well-documented.

Inconvénients :

Twilio is very powerful, but could use more features, like the ability to have conference calls and drop off the conference call without transferring the call somewhere else. The ability to call someone, then conference in another line on the current call is not available on the platform which could be a deal-breaker for call center use.

Best Communications API for Voice and SMS

Commentaires : Overall, it's highly recommended that every startup or business should go with Twilio as their backbone communications layer. Recently they added more services like email through SendGrid, so it is really powerful.

Avantages :

Using Twilio services for programmable voice and SMS means that we do not have to build that infrastructure, and can build features on top of that at a quick speed. I like how reliable the services is, which is a major draw and value for money with the costs. At occasional times when there are issues, they are resolved speedily. The team is super friendly, and will always be there to help answer our problems. Otherwise, the API documentation is great and easy to implement.

Inconvénients :

It doesn't work or work so well in places like China though, which is understandable. The admin console is largely usable but can include for features for less tech savvy people, understandably, not really their audience.

Super Scalable & Great Value

Commentaires : Happy with it, but call flows can be improved upon and simplify the integration process.

Avantages :

Great value for the pricing and options provided.

Inconvénients :

Some options are not easy to integrate or use, especially the call flows.

Twilio has real bad customer service!

Commentaires : I usually don't leave reviews but I am so upset of how Twilio treated me and my business that I feel an obligation to do so. Twilio has very bad customer service. If your app, website or product depends on its service like API or SMS, I would look somewhere else like Plivo or other service providers. Twilio suspended my account for weeks on an error through their system and through numerous emails, they took their time to unsuspend it while my business was being damaged every day by it. I would never recommended Twilio to any businesses or consumers.

Avantages :

There is nothing much to like about Twilio.

Inconvénients :

Twilio has real bad customer service and not reliable platform for businesses that depend on API and SMS for their businesses.

Great for Triggered Text Message Notifications

Commentaires : Overall, very happy. Great value for the money. Would highly recommend.

Avantages :

We've been using this system to send text notifications to a distribution list when someone visits our website and completes a form to request information. We typically receive emails from clients who send 3-5 similar, if not identical emails to multiple tour operators. By dramatically decreasing our time to contact the potential client and answer questions via email or over the phone, we saw a marked increase in booking conversions. Using the Zapier integration between our Website form tool "Gravity Forms" and Twilio, we now can respond to online inquiries a matter of minutes, and secure a booking before our competitors can even open their email.

Inconvénients :

In the Zapier setup, it is a bit of hit and miss to get all the custom text to layout like you want in a single text message.

Twilio - Best Virtual Number Providers

Commentaires : Twilio is overall the best and most reliable software to get Virtual numbers

Avantages :

Twilio helps to get virtual numbers within minutes especially United States numbers which helps us with our business needs.

Inconvénients :

Restrictions and extra process involving more days for some country numbers like India, and Hong Kong affects our timeline

Purchased out of necessity, expanded due to functionality

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.