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Twilio: Use-Cases, Insights and Reviews | 2025 Cuspera

Name: Twilio
Brand: Twilio
Rating: 4.57 (12627 reviews)

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(12627)

Twilio | APIs to create what you imagine, without compromise. APIs simple to use, powerful in production, and endlessly scalable

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Twilio Overview

Twilio enables global customer connections via preferred channels with powerful communication APIs. Integration for SMS, WhatsApp, voice, and email solutions is quick and efficient.

Use Cases

Customers recommend Communication Management, Engagement Management, Sales Call Management, as the business use cases that they have been most satisfied with while using Twilio.

Other use cases:

Helpdesk Management
Conference Call Management
Training & Onboarding
Advertisement
Collaboration
Workflow Management
Sales Document Management

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Business Priorities

Acquire Customers and Enhance Customer Relationships are the most popular business priorities that customers and associates have achieved using Twilio.

Other priorities:

Scale Best Practices
Enter New Markets Internationally Or Locally
Launch New Products
Improve Internal Communications
Improve ROI
Increase Sales & Revenue
Grow Market Share
Build Brand Awareness
Improve Efficiency
Improve Visibility
Improve Digital And Social Presence
Improve Stakeholder Relations
Establish Thought Leadership
Improve Brand Engagement
Manage Risk

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Twilio Use-Cases and Business Priorities: Customer Satisfaction Data

Twilio works with different mediums / channels such as Text SMS. Phone Calls. E-Mail etc.

Twilio's features include Alerts: Popups & Notifications, Recording, Bot, etc. and Twilio support capabilities include AI Powered, Email Support, Phone Support, etc. also Twilio analytics capabilities include Analytics, and Custom Reports.

Reviews

"It’s a no brainer to use Twilio... having Twilio as the backend for our authentication just allows us to keep growing without any concern." - Suhas Joshi

Twilio, Genesys Cloud, Tenfold, Oracle Advertising and Customer Experience (CX), Ushur, etc., all belong to a category of solutions that help Customer Experience Management. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Twilio

Top Industries

Hospitality
Pharmaceuticals
Financial Services

Popular in

Small Business
Enterprise
Mid Market

Twilio is popular in Hospitality, Pharmaceuticals, and Financial Services and is widely used by Small Business, Enterprise, and Mid Market.

Comprehensive Insights on Twilio Use Cases

What solutions does Twilio provide for Communication Management?

Twilio provides tools to send and receive text messages, make and receive phone calls, and automate communication workflows. These tools help businesses communicate with customers and manage their operations. Twilio’s services are not available in all areas of the world.

"...By delivery status we monitored the critical message status to ensure that the responsible party received the SMS or yet not. ...." Peer review by Sunita K., Project Lead Development, Computer Software

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What makes Twilio ideal for Engagement Management?

Twilio Engagement Management provides tools to communicate with customers through various channels like SMS, Facebook Messenger, and video chat. These tools help track customer interactions and facilitate engaging experiences. However, some users have reported challenges with internal processes related to training and deployment.

"...SMS has a high open rate, so we see the benefits of using the medium to increase engagement and bring people back to our site...." Peer review by Internal Consultant

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What makes Twilio ideal for Sales Call Management?

What makes Twilio ideal for Helpdesk Management?

Twilio offers tools and services to create and manage call centers, integrating voice, messaging, and video calls. These tools allow for the automation of tasks, such as creating call center scripts, and can help connect with customers through various communication channels. Twilio has a support center and sample code to help users get started, but getting help from support can sometimes be difficult.

"...It has a fast learning curve and users are backed by a great support service in terms of the helpdesk support team and unlimited articles and videos on the Twilio website, which provide a dependable intro and advanced guides to users to learn the basics of this program...." Peer review by Deborah E, Engineer, Computer Software

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How can Twilio optimize your Conference Call Management Workflow?

67+ more Business Use Cases

79 buyers and buying teams have used Cuspera to assess how well Twilio solved their Customer Experience Management needs. Cuspera uses 12627 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Customer Experience Management needs.

Customer Testimonials

CUSTOMERS	TESTIMONIALS
Suhas Joshi Manager Stripe	It’s a no brainer to use Twilio... having Twilio as the backend for our authentication just allows us to keep growing without any concern. Testimonial By Suhas Joshi
Chris McGrath IT Program Manager Marks & Spencer	We were able to prototype a solution in just four weeks and put it to the test during our busiest retail days of the year. Testimonial By Chris McGrath
Anthony Velazquez Engineering Manager Lyft	Twilio helps us maintain that human element of connecting in the ridesharing model. Testimonial By Anthony Velazquez

CUSTOMERS	TESTIMONIALS
Suhas Joshi Manager Stripe	It’s a no brainer to use Twilio... having Twilio as the backend for our authentication just allows us to keep growing without any concern. Testimonial By Suhas Joshi
Chris McGrath IT Program Manager Marks & Spencer	We were able to prototype a solution in just four weeks and put it to the test during our busiest retail days of the year. Testimonial By Chris McGrath
Anthony Velazquez Engineering Manager Lyft	Twilio helps us maintain that human element of connecting in the ridesharing model. Testimonial By Anthony Velazquez

Case Studies

COMPANY	INDUSTRY	CASE STUDIES
Coca-Cola Enterprises Manufacturing	Manufacturing	Case Study Coca-Cola Enterprises How Coco-Cola Enterprises Coordinates repairs for 600,000 machines across Europe using Salesforce and Twilio Read More
Stripe Publishing	Publishing	Case Study Stripe How Stripe builds economic infrastructure for the internet and powers hundreds of billions of dollars of transactions for millions of users around the world. Read More
Chime Financial Services	Financial Services	Case Study Chime How Chime uses Twilio-powered solutions to help deliver an unrivaled customer service experience and build customer loyalty. Read More

Video

Twilio Customer Engagement Platform for the Retail Industry - 2023

Frequently Asked Questions(FAQ)

for Twilio

What is Twilio?

Twilio is a cloud communication platform that powers the future of business communications enabling phones, VoIP, and messaging to be embedded into web, desktop, and mobile software. It helps to enter new markets, scale best practices, and acquire customers.

Twilio unites communications and strengthens customer relationships across the business from marketing and sales to customer service and operations using its web service APIs. Twilio deeply understand customers, and solve problems from their perspective and earns trust through every interaction unleashing human potential both inside and outside the company providing key success.

Twilio features include converting text to speech and play audio, record calls and store them, create conferences, API queueing, call queues, convert speech to text, status callbacks and logs, programmable contact center platform, customizable UI, attribute-based routing and plenty more.

What is Twilio used for?

Twilio is a Customer Experience Management Software mainly used by its customers to Acquire Customers and Enhance Customer Relationships by Communication Management, Engagement Management and Sales Call Management .