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Businesses turn to texting for more efficient communication and service

Businesses turn to texting for more efficient communication and service

Texting is the preferred method of communication for most Americans, which is giving rise to Texting as a Service (TaaS) for businesses to provide more efficient services.

For Americans under 50, texting is the most frequently used form of communication, according to a Gallup Poll.

To keep up with this trend, businesses and government agencies are expanding their services to include texting services. In the US, Text-to-911 is being implemented by the Federal Communications Commission (FCC), and the FCC has begun encouraging emergency call centers “to begin accepting texts as text providers develop text-to-911 capability.”

It’s no secret that in this digital age, consumers expect instant connectivity at the click of a button with 6 billion SMS messages being sent every day in the US alone.

With that in mind, there has been some major innovation taking place in the startup world that are transforming customer experience through texting.

Texting as a Service

“Reimagining the way we connect” is a phrase often used by companies that deal with social technology, but in the case of TaaS, Instaply is doing just that.

Instaply is a texting service solution that is entirely dedicated to providing customers with a low-effort, asynchronous, customer service experience that occurs entirely via text message.

A 32-year-old chief technology officer at a California software company told the Wall Street Journal that “calling someone without emailing first can make it seem as though you’re prioritizing your needs over theirs.”

This is especially true in a globalized business economy where many businesses have customers from all over the world across time zones. This makes texting services like Instaply all the more relevant, useful, and ingenious.

According to Small Business Trends:

  • Text Messages have a 98 percent read rate
  • Text Messages have a 100 percent open rate
  • Texts are typically read within 15 minutes of being received
  • Mobile phones have reached 100 percent penetration in the United States

By catering to both brick and mortar businesses and call centers, Instaply helps streamline foot traffic, sales, and instant customer service without a single word being uttered.

“Our company develops and implements cloud-based text messaging platforms that allow your organization to directly communicate with your customers, collaborate with internal and external experts, and respond to customers via a single text thread, just by using the most widely used app on a smartphone – text messaging,” said Instaply Founder and serial entrepreneur Fabien Degaugue.

“Our business-class software solution drives down operational costs, increases productivity, and decreases handle and first contact resolution times; all the while strongly improving customer satisfaction.”

View Comments (2)


  1. Fabien Degaugue

    October 27, 2016 at 6:24 PM

    Great article, thank you! And we’re also powering 211 San Diego. In case of emergency, it can make a real difference to be able to message.
    – Fabien Degaugue, Instaply CEO

  2. Paul

    October 28, 2016 at 5:48 AM

    Texting is definitely the most effective way for communication, when done the right way of course (compliance in place). Good luck with the new brand, sound interesting!

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Tim Hinchliffe is a veteran journalist whose passions include writing about how technology impacts society and Artificial Intelligence. He prefers writing in-depth, interesting features that people actually want to read. Previously, he worked as a reporter for the Ghanaian Chronicle in West Africa, and Colombia Reports in South America. tim@sociable.co

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