Case Study: EZ Texting achieves 93%+ contact upload success and actionable onboarding insights with Appcues

EZ Texting - Customer Case Study

EZ Texting, which serves over 165,000 customers, needed to ensure new users could quickly start sending SMS messages; a critical early step is uploading contacts. Senior Product Manager Lorelei Fara adopted Appcues’ no-code event tracking to measure each step of the multi-step contact upload flow and identify where users were getting stuck.

Using Appcues to track and chart every upload step, the team discovered a 93%+ success rate—showing the flow wasn’t a major blocker—while also revealing their downloadable template was rarely used and might be distracting users. They then launched an in-app feedback survey tied to the success event to capture user satisfaction and suggestions, giving the team clear directions for iterative improvements.

EZ Texting

Lorelei Fara

Senior Product Manager