Blog 2017-11-07T12:24:30+00:00

Think Quiq!

The Blog about Everything Text & Messaging

Mobile messaging has already changed the way people communicate with each other. We believe that consumer communication with companies will be similarly disrupted. It’s time for innovators to move Quiq-ly!

Our blog contains thoughts, tips and results from our journey. Come along to re-imagine customer service in a mobile world! 

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  • text-based customer service can be used for urgent notifications like updates and fraud alerts

Terror Filled Tales of Customer Service – (Part II)

In October, we started our terror-filled tales of customer service series. The first article in our two-part tale carried you through the series of unfortunate events of the Equifax security breach. In this article, I’ll share with you how text-based customer service saved me from a [...]

  • evo quiq messaging

Quiq Customer Spotlight: Learn How evo Uses Quiq Messaging

Read about how evo, a leading online retailer of outdoor gear and fashion apparel, uses Quiq to help drive sales conversions on their website during the purchase process. By offering messaging, evo's customers can now contact them via text messaging, live chat, and Facebook Messenger, the channels preferred over phone and email.

Recent

  • How to attract Millennials to your credit union

Mobile Millennials – How to Attract Them to Your Credit Union

Credit unions have long been viewed as the more local, approachable place for multiple generations to manage their finances. During times of financial crisis - recessions and dot-com busts, Credit Unions have gained the trust and admiration of Boomers and Gen-Xers who make up two-thirds of today’s total [...]

  • mike standing at whiteboard timeline of customer relationship through customer service channels

How Our Clients Use Quiq Messaging

A Message From Mike Myer, Quiq CEO Since I helped start RightNow, the world has changed, but not my mission. My team and I are still focused on saving companies money, while helping them deliver a better customer experience. No longer are we focused on handling [...]

  • student customer service messaging

Engaging Students Via Messaging: 3 Reasons to Start Now

It is no secret that is messaging is the preferred method of communication for nearly everyone these days. Multiple studies have proven that when organizations offer their customers with messaging, higher engagement and loyalty prevail. Does this also hold true for students and educational institutions? The answer is yes.

  • consumer messaging app

Customer Service Messaging: Ovum Puts Quiq On The Radar

Read this new report from Ovum to see how Quiq is setting the bar for consumer messaging applications.

  • cool customer service vendor

Quiq: Gartner Cool Vendor in Customer Service & Support

"Heads of customer service or customer experience should look at Quiq's capabilities to introduce messaging apps into their customer engagement center."

  • messaging platform

Quiq Video: Messaging For Customer Service

Watch this short video to see Quiq Messaging in action! Quiq connects customers and companies via Messaging (SMS, Facebook Messenger, Web Chat, and Kik), resulting in more efficient customer service and happier customers.

  • TSheets customer experience team

Quiq Customer Spotlight: TSheets

Read about how TSheets, the #1 employee time tracking app uses Quiq for customer service messaging. Instead of taking the time and resources to build customer service into their app, TSheets chose to use Quiq Messaging.

  • customer service messaging infographic

Customer Service Messaging Infographic

Check out the 2017 Customer Service Messaging Infographic. This infographic highlights consumer's interest, preference, and demand for Messaging customer service organizations.

  • omni-channel experience

Put the Customer in the Driver’s Seat: Omni-Channel Customer Service

Studies have shown that companies with an omni-channel program enjoy 24% greater annual returns in company revenue and a 55% decrease in the number of customer complaints. However, it is important to note that less than 1% of all organizations have deployed an omni-channel strategy.

  • messaging preferred channel

Report: Customer Preference For Messaging

Check out the new Research Report focused on your Customer's Preference for Messaging. This report covers consumer's interest, preference, and demand for Messaging and engaging with your organization. Of particular interest are the findings by age demographic, particularly regarding Millennials (age 18-34).

  • puzzle as a metaphor for Customer service messaging best practices

Part 3: Best Practices For Implementing Messaging

It has been established that messaging is the highest rated contact method for customer satisfaction compared to all other communication channels. (eWeek). However, like other service channels, messaging comes with a unique set of considerations when implementing it into your customer service centers. There are three things to consider for a smooth implementation.

  • Selecting the right customer service messaging vendor

Part 2: Evaluation Criteria For Selecting The Right Messaging Vendor

Messaging is the next disruptive technology for the contact center. Consumers are demanding the ability to communicate via messaging with brands and businesses. As noted in Part 1, the interest, preference, usage, and demand for consumer-to-business messaging is evident, with the majority of U.S. consumers preferring texting over the current methods of reaching customer support (eWeek).

  • add messaging to your contact center

Part 1: Four Reasons to Add Messaging to The Contact Center

Consumers are demanding the ability to communicate via messaging with brands and businesses. Consumers don’t want to just receive messages from businesses, they want the ability to message them back. No longer is messaging simply a one-way channel for companies to market to consumers. Customers now expect to be able to initiate a two-way, one-to-one conversations with the companies and brands they use.

8 Tips For Customer Service Via Facebook Messenger

With Facebook’s continued investment in Messenger, which allows customers to engage with companies via private messages, the question is no longer about whether customer service should be offered on social platforms like Facebook, but how to offer this type of social support most successfully. Consumers want to message companies how and whenever they want, and companies must figure out how to best handle this latest consumer expectation.

7 Reasons Why Customers Want to Text You

It’s a commonly-known fact: text messaging, SMS messaging, and Facebook messaging are pervasive and the popularity of messaging today is undisputed. Fully 97% of smartphone owners regularly use text messaging, making it the most widely-used basic feature or app as reported by Pew Research.

  • In-app Customer Service

In-App Customer Service: Easier Than You Think

Do you make it easy for your customers to interact with you from your app when they have a question or an issue? Building a great mobile app is tough.  The ever-present constraints of schedule and resources mean that it’s never possible to do everything [...]

Re-imagining Customer Service in a Mobile World

When I describe to friends what we’re working on at Quiq, the reaction is universally positive, sometimes even rabid enthusiasm. We’re all consumers, and interacting with companies, even our favorite ones, is an unpleasant necessity and not a positive experience — akin to going to the dentist, something you don’t [...]

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