SMS for SaaS companies

Drive growth and enhance customer interactions with Textline’s SMS platform. Equip your customer support and sales teams with a communication tool that’s fast, friendly, convenient – and most importantly – read.
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How does SMS work for SaaS companies?

Texting is one of the most effective channels for rapid two-way communication with contacts. By adding SMS to your toolkit, you can quickly respond to customer questions, reach interested leads, and share meeting reminders. This can help SaaS companies close more deals and resolve customer issues with speed. This can lead to growth and an improved customer experience.

Give your team a competitive edge with text messaging. Textline’s multi-user platform and automation tools make managing SMS messaging a breeze for large and small SaaS businesses.

<span class="text-center">Helpful SMS features for SaaS businesses</span>

Automated texting

Textline has robust automation capabilities, making it a powerful feature for streamlining communication. With our <a href="" target="_blank" class="link--grey-90-underlined">automated texting service</a> you can create canned text templates, set up auto-replies, schedule messages, and automate your workflow.

SaaS companies can use our automation tools to:

  • Trigger texts to send to leads who request a demo or sales meeting
  • Set up auto-replies when your business is closed or the team is away
  • Schedule meeting or demo reminder texts to prospects
  • Create a series of text messages to nurture prospects
  • Send onboarding campaigns to keep new users engaged and informed
  • Automate the assignment of inbound messages to a particular user

Mass texting

Textline’s <a href="" target="_blank" class="link--grey-90-underlined">mass texting service</a> lets you message many contacts simultaneously, similar to an email blast. Bulk texting helps your team with large-scale outreach so you can get vital information to your contact list. Mass texting is often used by technology companies to:

  • Share updates about scheduled maintenance or downtimes
  • Send updates about new features or product launches
  • Promote a deal or software upgrade
  • Plug an upcoming event like a webinar or conference
  • Share company news or seasonal greetings

Two-way texting

<a href="" target="_blank" class="link--grey-90-underlined">Two-way texting</a> is the bread and butter for SaaS companies. This allows your business to text back and forth with customers. Rapid yet personal one-on-one communication with customers can enhance satisfaction and speed your sales cycle. Here are some ways SaaS companies can use two-way texting:

  • Schedule sales meetings
  • Follow up with leads
  • Answer customer inquiries
  • Handle customer complaints
  • Troubleshoot technical issues
  • Share account updates
  • Send payment reminders
  • Request customer feedback

Analytics and KPIs

SaaS companies rely on data to improve. Textline offers built-in metrics so you can track critical KPIs. Textline tracks response time, number of resolved conversations, NPS score, and more. Use these metrics to improve your text communication and customer support efforts.

Collaboration tools

Textline makes it easy to manage a texting inbox as a team. There are several tools that help with this:

  • Routes allow you to <a href="" target="_blank" class="link--grey-90-underlined">auto-assign inbound</a> conversations based on a set of rules defined by your organization.
  • Transferring allows you to <a href="" target="_blank" class="link--grey-90-underlined">hand off a conversation</a> to the right team member. For example, if a lead texts in, you can transfer that thread to a sales representative.
  • Claiming <a href="" target="_blank" class="link--grey-90-underlined">notifies your teammates</a> that you’re handling a particular inbound text message.
  • Whispers let you communicate with team members in the Textline application. <a href="" target="_blank" class="link--grey-90-underlined">Whispers are private internal notes</a> that only your team sees. Use these to confirm information, ask questions, or provide needed context.

Impeccable security

Textline is the most <a href="" target="_blank" class="link--grey-90-underlined">secure business texting</a> platform on the market. We take data security and SMS compliance seriously to protect our customers. We have features to help customers comply with texting and data regulations. For example, we have a patented double-opt-in feature and an automatic SMS opt-out mechanism. Our SMS platform also keeps your data safe using end-to-end encryption, role-based access, and multi-factor authentication.

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Textline is a leader in SMS compliance

Adhering to SMS compliance standards is paramount. Textline is a leader in SMS compliance, designing our platform to make it easy for companies to follow legal requirements, such as those from the Telephone Consumer Protection Act (TCPA).

We help our customers properly register their phone numbers with the necessary regulatory bodies, a critical first step in SMS compliance. Textline also offers:

  • A <a href="" target="_blank" class="link--grey-90-underlined">patented double opt-in feature</a> for collecting and storing SMS consent
  • A built-in opt-out procedure that automatically unsubscribes contacts if they reply with words like STOP
  • <a href="" target="_blank" class="link--grey-90-underlined">HIPAA-compliant texting software</a> for healthcare entities
  • A <a href="" target="_blank" class="link--grey-90-underlined">SOC-2 compliance certification</a>

Benefits of SMS for SaaS

<span class="text-center">Texting is beneficial for technology service companies. Let’s look at some of the top benefits of adding SMS.</span>

Increased engagement

SMS boasts a <a href="" target="_blank" class="link--grey-90-underlined">98 percent open rate</a> and 45 percent response rate, making it an effective communication channel. With texting, you can ensure your messages are seen.

Instant communication

The average text is read within three minutes of receipt, making it a great way to connect quickly with people. The instantaneous nature of texting helps you be the first to respond to leads and get issues resolved quickly.

Easy to manage

Textline’s platform makes SMS an easy channel to manage. Textline’s platform is very user-friendly and organizes messages into one easy-to-follow inbox. This allows you to check recent messages with ease. You can also view past conversation history, which lets your team work smarter.

Boost revenue

Adding SMS as a communication channel can help your business increase revenue. With SMS, you can easily schedule demos with interested leads, share payment reminders, upsell products, or share new features. This can help you close more deals and boost revenue.

Easy to set up

Unlike some communication channels, SMS is easy to implement and integrate. It’s a familiar channel that doesn’t require significant resources to set up or training to utilize, so it can fit right into your existing support and outreach strategies. Many SMS platforms also have integrations, which makes it easy to connect SMS to your existing tools and data. For example, Textline integrates with HubSpot, Slack, Salesforce, Zapier, and Zendesk.

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Why SaaS companies should text


of text messages are opened. — CTIA


of leads would rather get a text than a phone call. — FranchiseHelp


of text messages get a response. — Gartner

Swift and hassle-free phone number registration for SaaS

Any business seeking to add SMS as a communication tool must first register their phone number. Mobile carriers added this requirement to protect customers from unsolicited text messages. To register, SaaS companies must provide information about their brand, texting use case, and opt-in information. Mobile carriers then review this information.

Textline makes phone number registration quick and straightforward. Textline customers can register in-app by filling out our built-in form. Textline then submits your registration information for verification and approval.

While waiting for this approval, you can test the Textline platform. Use this time to test core features, create pre-written SMS templates, and set up automations.


Is SMS legal for SaaS companies?

Yes, SMS is a legal and effective way for SaaS companies to communicate with customers, reach out to leads, and generate more users. However, all companies need to follow relevant SMS regulations. <a href="" target="_blank" class="link--grey-90-underlined">Check out our SMS compliance checklist</a> for information about how to ensure you’re legally texting contacts.

What are the best ways SaaS companies can use SMS?

There are so many ways SaaS companies can leverage SMS, including:

  • <a href="" target="_blank" class="link--grey-90-underlined">Customer service</a>
  • <a href="" target="_blank" class="link--grey-90-underlined">Sales outreach and follow-ups</a>
  • <a href="" target="_blank" class="link--grey-90-underlined">Lead generation</a>
  • <a href="" target="_blank" class="link--grey-90-underlined">Marketing new features or products</a>
  • <a href="" target="_blank" class="link--grey-90-underlined">Internal communication</a>

Can I use my existing phone number with Textline?

Chances are, yes! Textline can almost always text-enable your existing <a href="" target="_blank" class="link--grey-90-underlined">business landline</a> or <a href="" target="_blank" class="link--grey-90-underlined">VoIP phone number</a>.

You could also use your <a href="" target="_blank" class="link--grey-90-underlined">existing cell phone number</a>, but we don’t recommend this as you'd only be able to text using Textline and no longer through your phone's native texting app.

Can I text from multiple devices?

Yes, Textine is accessible from multiple devices, including desktops, tablets, laptops, and mobile devices.

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Why SaaS companies can trust Textline

Our team was able to quickly and easily integrate Textline into our daily customer support flow. It made assisting customers with sales and technical issues much easier and faster, and integrated seamlessly with our ticketing platform Gorgias. All of the features are easy to understand.

— Laura M., Capterra

Textline is so easy to use! I literally use it all day everyday! Makes my day so much easier and it's so easy to communicate with all my leads. If you're in sales, you need this product.

— Rebecca E., Capterra

The experience with Textline has been eye-opening and has minimized a lot of busy work for the team, and we have become more productive in a short amount of time.

— Elena V., Capterra
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Additional resources for SaaS companies

Integrate Textline with your current toolset

Connecting Textline with your existing tech stack can maximize your SMS efforts. Textline integrates with popular CRM, help desk, and sales tools you’re already using.

View all integrations
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Grow your SaaS business with Textline

Join thousands of companies that use Textline to enhance communication and drive business growth. Unlock the power of SMS to build customer loyalty, book more demos, and increase your user base. Ready to get started with Textline’s SMS messaging software? Sign up for a free 14-day trial to see how Textline can take your SaaS company to the next level.

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