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