Twilio

Excelente plataforma de comunicação

Vantagens:

Gosto muito da praticidade na criação de regras de atendimento, segmentação de campanhas por equipe, a função do API de WhatsApp Business é excelente e com um custo muito bom para pequenas empresas

Desvantagens:

Como qualquer software bom é cobrado em dólar o que acaba ficando um pouco mais pesado, principalmente quando é necessário aumentar a utilização ou as licenças

Péssimo, não recomendo

Comentários: Suporte péssimo, plataforma difícil de configurar, não recomendo

Vantagens:

Nada, muito complexo de realizar as configurações

Desvantagens:

Complexidade alta para configurar e péssimo SUPORTE

Twilio is an excellent tool in relation to quality and price, I recommend it.

Comentários: In generally, companies of any size may stand to gain a significant amount by putting Twilio's powerful communication capabilities into action.

Vantagens:

Twilio allows programmers to effortlessly create and release new forms of communication. Twilio provides a number of application programming interfaces (APIs), software development kits (SDKs), and libraries for adding telephony functionality to software. It also offers a variety of ways to get in touch, including phone, text, video, and electronic mail, so that each user's experience can be tailored to their own needs.

Desvantagens:

Until now, I haven't been able to find a single drawback to using Twilio. My interactions with Twilio have always been positive.

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

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

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

Vantagens:

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

Desvantagens:

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!