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!
Download a complimentary copy of Gartner's report "Top Use Cases and Benefits of Consumer Messaging Apps for CRM". In the report, Gartner predicts that customer support requests through mobile messaging app will exceed requests for support through traditional social media.
We are seeing rapid adoption of messaging by online retailers who are experiencing the many benefits of asynchronous communications in their contact centers: more natural engagement with customers, reduced service costs, and a reduction in workload. In this post, we'll discuss the five ways messaging impacts online retail customer satisfaction.
Quiq is excited to share the stories of the #womenthatcode who are helping to move technology forward and building our world-class software. This week, get to know Gretchen Dickie, Senior Quality Assurance Engineer at Quiq.
Quiq announces it has added eight major credit unions to its customer base, signaling strong momentum within the financial sector. Credit Unions use Quiq Messaging to increase response times, attract a younger base and improve collection times.
Quiq is proud to support International Women's Day by highlighting three of our own Quiqsters who are helping to move technology forward. Our first profile is our very own CMO, Dani Wanderer.
IVR still remains one of the leading entry points for consumers to engage with companies. However, it’s also the costliest ways for companies to interact with their customers and the most inconvenient way for customers to engage. Future IVR systems will need to evolve. Here are three things that should be considered a priority.
Direct Digital is supporting three of their major brands - Instaflex, Nugenix, and Peptiva with multi-channel messaging through text, web chat, and Facebook Messenger.
As the 2018 Winter Games begin we're anticipating plenty of text messages discussing all things #Pyeongchang2018. Quiq predicts the most popular text messages that will be exchanged during the Winter Games.
Jackson Hole rolled out a new text messaging and chat platform for its customers, expanding its customer service channels. The implementation was fast and the results have been incredible. Read more...
The hospitality industry is by nature a very personal, very human business. It’s exactly for this reason messaging helps hospitality transform the customer experience by giving service providers a way to connect and engage with guests in a way that is easy, convenient, and preferred.
Millennials are far more mobile-dependant than previous generations and are now the largest group of consumers in the U.S. A large majority of this generation are making major purchases like homes, appliances and big-ticket electronics. Here's how consumer durable brands can win these consumers over.
A new kind of retailer exists because there is a new kind of customer. Customers who demand convenience and personalization from brands that fit into their mobile lifestyle are the new norm. Here are three times messaging has helped retailers win these new consumers over.
Download our white paper "Building a Digital Engagement Strategy for Customer Service" to learn how to drive your digital customer service transformation. We’ve brought our latest content to support you on your journey.
Leading a change, like a transformation in your customer experience takes grit. It's not impossible though. We see so many of our clients going through this transformation using messaging as a way to engage with consumers in a whole new, more convenient way. Here's how they're doing it.
For more than 100 years, the telephone was the only channel for reaching a company to get help with questions, submit issues, or give the rare compliment. Today, consumers can choose from a plethora of channels or methods to reach a company. Seemingly new channels emerge every few months, keeping brands on their toes.
The age of digital disruption has changed customer expectations, requiring companies to operate at a higher level of ingenuity and sophistication. Businesses today must focus on delivering an exceptional digital customer experience in order to outpace their competition.
Cities are now thinking about 311 as if citizens are customers, and doing a lot of the same things you see innovators in the private sector doing today. Ideas that embrace user-centered design and improved customer experience are becoming a focal point of local government’s strategy.
There is a vast repository of statistics out there that support the increasing popularity of text messaging for business. You may be convinced that your customers want to text you, but still unsure if messaging can really change your business for the better. Let’s stop the hand wringing and sweaty palms about text messaging and really talk about what’s in it for you.
Helping your customer realize the value of your software, app, or game as quickly as possible is the cornerstone of successful adoption and retention. As a SaaS company, we understand how critical it is to maintain momentum with a customer while they are excited about your solution and accelerate Time-to-Value (TtV).
The reasons are more than compelling to focus on improving customer retention as much as, if not more, than customer acquisition. In addition to that, our hyper-connected culture has built a consumer eco-system where raving fans help bolster a brand's reputation and new customer acquisition through word of mouth.
In this post, we examine ways your service-based business can increase customer acquisition. As the number of consumers who are comfortable with the quick, efficient, responsive nature of mobile messaging continues to swell, the ability to text message a business will become a deciding factor of who wins.
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 harrowing experience. Now, [...]
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.
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 [...]
We all heard the tale and hoped it was just urban lore or fake news, but the Equifax security breach was real. After hearing the news, everyone felt the creeping chill of vulnerability and helplessness as we all scanned for signs that we could be prey to identity theft [...]
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 [...]
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.
Read this new report from Ovum to see how Quiq is setting the bar for consumer messaging applications.
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.
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).
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.
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).
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.
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.
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.
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 [...]
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 [...]