Instaply is a customer support platform which directly solves the real-world pain of calling for support: finding the number, navigating the phone tree, waiting on hold, disconnects, and wasted time on both ends.
With Instaply, customers can use push-enabled rich-media channels like SMS, in-app chat, and web chat widgets to message businesses – helping un-tie them from their phone when waiting for a reply.
The platform gives businesses a turnkey solution to enable all modern messaging channels, integrated into their existing apps and websites. They can then respond to customers efficiently from Instaply’s cross-platform “triage” interface which consolidates and automates all of the channels together – enabling them to build stronger relationships with their customers.
As the sole Lead UX Designer, I drove our design process from research to prototype to handoff and launch, including full redesign of our mobile and web interfaces based on our research interviews.