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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  • Quiq Messaging for Customer Service

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."

  • Quiq messaging for customer service

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.

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  • Quiq Messaging and TSheets

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 research report

Infographic: Messaging For Customer Service

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

  • atomic visualization of multi channel customer support with mobile messaging at the center

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.

  • Woman downloading Quiq Customer Service Messaging Research Report on her mobile phone

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.

  • what? when? which? why? how much? how many? written on blackboard with man with hands on head looking onward questioning customer service messaging and how to innovate on mobile to provide a better customer experience

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).

  • Quiq contact us user interface with finger pushing screen, mobile messaging icons appearing representing Achieving ROI with Messaging

Webinar: Achieving ROI With Messaging

Whether for issue resolution or help with purchasing a product, consumers appreciate the convenience and responsiveness of messaging. In fact, messaging has quickly become the highest customer satisfaction channel. The benefits of messaging are not only for your customers – there are plenty for you as well. Join us to learn how to drive ROI by implementing messaging in your customer service organization. Click to see the recording.

  • smiling woman uses multiple customer service messaging software to contact support

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: 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 [...]