Twilio
Twilio is a cloud communications platform that provides APIs for messaging, voice, email, and customer engagement, enabling developers and businesses to embed communications and customer interaction workflows into their applications. It serves companies across industries from startups to large enterprises, monetizing through usage-based and subscription pricing for its communication and customer engagement services.
- Communications & Meetings
- API Management & Integration
- Customer Support & Help Desk
- Revenue
- $4.1B
- Employees
- 6,200
- Founded
- 2008
- Headquarters
- San Francisco, United States of America
What 69 Arbolus experts think of Twilio
NPS scores are skewed positive, with 70% scoring 8-10, especially among high spenders and IT executives. Renewal intent aligns: over half indicate intent to renew, though some mid- and low-spenders are unsure due to cost. Most users are well-integrated, with only 15% offboarding or unsure. Key feedback themes are global reliability, strong APIs, positive developer experience, but ongoing cost sensitivity and regional pricing competition. Overall Customer Sentiment: Positive
Who reviewed Twilio
- C-Suite 67% (46)
- Director 27% (19)
- Manager 6% (4)
Employer names and spend open in the full report, along with the other 66 customers.
Everything 69 customers told us about Twilio.
Employer names, spend, renewal intent and every written answer behind the numbers on this page.
Sentiment
34 Net Promoter Score, from 69 scored reviews- Promoters 37
- Passives 19
- Detractors 13
Cumulative NPS by month
+0 over 6 months- May 8
- Jun 8
- Jul 8
- Aug 8
- Sep 8
- Oct 8
Net Promoter Score across 8 reviews, accumulated up to each month. Category median 31 across 8 companies.
Praised
- Reliability and Uptime
- Global Infrastructure and Multi-Channel Support
- Comprehensive Developer Documentation
- Market-Specific Customization
Criticised
- Rising Costs at Scale
- Tiered Pricing Availability
- Limited Customization Compared to Niche Vendors
- Cost Sensitivity at Scale
What customers say
Renewal intent
Plan to renew 67%Plan to renew, by seniority
- 71% 34 answers
- 69% 13 answers
- 33% 3 answers
- 50% 4 answers
- 8.8/10 Average score from customers who will renew
- 7.5/10 Average score from undecided customers
- 6/10 Average score from customers not renewing
Top alternatives
Most weighed by Twilio customers
Report
More in Marketing & Advertising and AI Tools
Other companies in both categories with a customer report.
For people who use Twilio
Do you use Twilio at work?
Share your software review and get matched to paid projects. Arbolus pays you every time a client reads your review.
- 69 customers of Twilio have already contributed
Takes a few minutes. Your identity stays anonymous.