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Strengthen your customer relationships thanks to multi-channel communications

Twilio makes it easier for you to communicate with your customers, no matter which channel they use. You get unified data and communications at all levels of your business: marketing, sales, customer service.

General information about Twilio

Strengthening customer and prospect engagement with your brand at every stage of the customer journey is what Twilio offers you. Through all channels (email, SMS, Whatsapp, Messenger, video, calls, etc.) you personalize your communications and maintain real brand consistency regardless of the means through which your customers and prospects contact you. Twilio offers three main building blocks: marketing, operations and customer service.

Marketing. By personalizing your communications at each stage of the marketing funnel and across all channels, you strengthen the effectiveness and performance of your acquisition campaigns.

Operations. Twilio allows you to better coordinate your teams thanks to simplified communication and real-time notifications in particular. Information flows better and your employees are therefore better equipped to meet the needs of your customers.

Customer service. Improve customer satisfaction by sending the right messages at the right times, thanks to automation and AI. Provide more information and context to your employees for their interactions with your customers.

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Secret's take about Twilio

The business world can sometimes feel like one, big, spontaneous dance-off between you and your competitors, a battle of rhythm, questionable dance moves and the latest TikTok trend to impress your customers 💃 You just need to try and remember the choreography…🕺🎶

What is Twilio?

Twilio is a cloud communications platform that provides a set of APIs for you to integrate various communication features into your application and engage with your customers ✉️ Make and receive phone calls, send and receive text messages, manage your email, and handle other channels of communication using this one SaaS tool 📞 Twilio’s APIs also allow you to create and manage different workflows, intelligently ditributing tasks to agents based on their availability, skills, and/or your business rules. What’s more, you can give your users security when it comes to their accounts and implement two-factor authentication in applications, sending verification codes via SMS or voice calls. It’s time to start enhancing your customer communications and giving them the optimal journey when it comes to your application 🚀

Our opinion about Twilio:

Twilio is a great communications solution for enterprises, startups and non-profit organizations to reach their customers💡 The comprehensive set of APIs provided gives you the flexibility you need to integrate your communication features into your application, while having clear, well-documented instructions on how to incorporate such features into your app 📱 Twilio’s platform can scale as your startup grows, having a robust infrastructure that has the ability to handle high volumes of communication traffic. Facilitate your workflows even further through integrations of your favorite SaaS tools, like Make, Segment and Zapier. Build innovative applications that your users will love! 🥰

Twilio Pricing:

Twilio has designed different pricing options, all depending on the needs of your startup’s communication. Featured products, like Twilio Engage, Twilio Segment, Twilio Flex and WhatsApp Business API, offer usage-based pricing so you only pay for what you use 💲

Best Twilio alternatives:

Top alternatives to Twilio’s communications solution include Vonage, Freshdesk, Podium and Zipwhip. Discover great deals for these types of tools and more on Secret to start saving! 🔍

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Mary O'Brien

Customer Success Manager

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Twilio features

Personalized and effective communications at every stage of the customer journey, regardless of the channel.

  • IoT

    Access the Twilio platform and build connected objects with an optimal level of security and adaptability.

  • SMS, Whatsapp & Chats

    Notifications, alert messages, marketing campaigns: easily send all important communications to your users, wherever they are in the world.

  • Calls

    Calls analysis and follow-up, hidden and secure calls, conference calls, voice mail services or even an interactive voice server, everything is planned.

  • Emailing

    Send personalized transactional and marketing emails to your customers and prospects and benefit from an optimal deliverability rate.

Twilio: Pros & Cons


  • Rapid development: The platform offers a powerful API, compatible with many languages for efficient development
  • High availability of service: The SLA reaches 99.95% availability
  • Relevant integrations: Twilio has numerous integrations with third-party productivity applications


  • Data analysis: SMS sending tool lacks omnichannel analytics capabilities
  • Expertise needed: To take full advantage of personalization, coding skills are needed
  • Customer support: Service is only available via email

Why is Twilio better than other Customer Experience software?

Twilio is a better solution based on percentage of positive reviews than Customer.io: 94 vs 93

Twilio is a better solution based on percentage of positive reviews than SendGrid: 94 vs 84

Twilio is more versatile than SendGrid: 84 vs 77

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