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Month: February 2023

How to Create an Effective Business Text Messaging Strategy – The Ultimate Guide

Posted on Max Fortis

U up? Text messaging replaced other communication methods for consumers all over the world. So why wouldn’t that extend to businesses?

Business text messaging is a great way to communicate with customers on their terms in their own messaging app. But it can be a challenge when you don’t have a plan.

Customer service is complex on its own, so taking it to a new medium only makes it harder. Knowing how to create an effective customer service text message strategy is the key to succeeding in today’s competitive market.

Why bother with business text messaging?

If you still think text messaging is a new-fangled fad, we’re here to open your eyes to the possibilities. (If you’re already rocking a text messaging strategy and just want to know how to improve it, feel free to skip to the next section—we won’t be offended.)

Your competitors are using it.

While you’re sleeping on text messaging (maybe you still think texting is for sending memes to friends, not business conversations), your competitors have jumped on business messaging and are seeing great returns.

In 2020, business messaging traffic hit 3.5 trillion. That’s up from 3.2 trillion in 2019, a 9.4% year-over-year increase, reports Juniper Research.

You can use business text messaging for all kinds of applications. Here are a few ideas to get your thought train started:

  • Customer support conversations
  • Outbound marketing messages
  • Appointment scheduling
  • Call-to-text in your interactive voice response (IVR) system
  • Complete one-off transactions
  • Use it as an engagement tool

Many businesses have found ways to use text messaging to interact with their customers, and now customers want and expect it.

People respond faster to text messages.

Text messaging has the benefit of being both a quick form of communication and a forgiving one.

Here’s what we mean. According to Forbes, it takes the average person 90 minutes to respond to an email but only 90 seconds to respond to a text message. So customers generally expect quick responses during a text conversation.

However, since the other person’s availability isn’t expected (like it might be with live chat), there’s typically some wiggle room.

So conversations are more likely to follow the customers’ preferred pace. It works when they’re ready for a quick chat, but they can step away whenever they need to.

Your customers want to message you.

Forbes also reported that 74% of customers say their impressions improve when businesses use text messaging. And it makes sense. Customers know how to use text messaging. They don’t have to download a new app or find your website.

When you use text messaging, you fit into your customers’ lives. You’re not asking them to do anything out of the ordinary—and they appreciate that.

If you’re still not convinced, here are nine more reasons why you should consider business text messaging.

Start by dissecting your current text messaging strategy.

Since text messaging is a unique medium with so many aspects to consider, you need a thorough strategy for success. Start by identifying the essentials.

What’s your purpose?

How are you using text messaging? Is it a revenue-driving channel? Are you using it for IVR system overflow? Customer service?

Pick a starting path. Trying to do all the things at once leads to a muddled strategy. Identify why you’re adding text messaging to your business. By starting small and focused, you’ll have the bandwidth to see what’s not working and fix it.

Who’s your audience?

Identify who you’re texting. While nearly every generation uses text messaging on a regular basis, they all use it in different ways. To start, identify who you’re targeting with text messaging. Consider:

  • Demographics like age, location, and income
  • Psychographics like lifestyle, preferences, and needs

Figure out how different audiences want to interact with you using messaging. For example, twenty-something single men will have different preferences than 40-something mothers.

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Use what you know to create a voice guide.

This is where phone-based customer service and text messaging customer service start to diverge. Since words have more weight when written (said the writer), it’s important to give your customer service team some direction.

Put everything you learned in the last section and put it together to decide on the tone of voice for your audience. If you’ve gone through this exercise with your marketing team, you can certainly use what they have and adapt it to fit your customer service and text messaging applications.

Pick your tone.

Text messaging is inherently a more casual medium than email or even voice. But that doesn’t mean you should send text slang. Tailor to your audience and your industry.

For example, if you’re selling luxury air travel to middle-aged business travelers, a professional tone is warranted. Avoid text acronyms, and skip the emojis and memes.

For an audience full of elder millennials with an affinity for plants, include emojis and memes. Stay friendly, upbeat, and as positive as possible.

However, if your audience is filled with college students, keep your tone friendly and to the point, but skip the emojis. Apparently, they’re cheugy 🤷‍♀️.

Create parameters.

Deciding on your tone of voice is only as helpful as the guidelines that go with it. Think about telling your customer service team that emojis are okay, only to see this: 😺🐵🐵🐀❣️❣️❣️😝

That might be overkill, but you get the point. Put guidelines in place, like maybe they can use three to five emojis per conversation but never more than one per text message.

Do the same for the tone of voice. Provide examples of what “professional” means and how it compares to “friendly.” If you’re already using text messaging in your customer support center, pull some examples directly from past conversations.

How to solve problems in a bite-sized format.

SMS texting has 160 characters—that’s not a lot of space to solve customer problems. There’s a lot to consider to keep the conversation flowing toward a quick resolution. Start with these steps.

Step 1: Introduce yourself.

There’s a lot of spam in the texting world. Whether the customer reached out to you or you’re sending a message (after they’ve opted-in, of course), make sure to introduce yourself just as you would on any other channel.

Step 2: Ask the customer to describe the problem.

Before you can solve the problem, you have to know what it is. Ask probing questions to determine the issue. If it’s an issue that can be seen visually, you can even ask for pictures or videos so you can identify the problem easier and exceed user expectations.

Step 3: Keep answers as simple as possible.

With so little space, you want to ensure messages are easy to understand. While SMS is limited to 160 characters, don’t be afraid to send two messages if that’ll help your customer understand the solution better. Just don’t forget to include an indicator that you’re sending multiple messages (e.g., 1 of 2).

Step 4: Include relevant links, videos, or diagrams.

If you’re using rich messaging, send whatever medium will help your customer solve their problems.

The dos and don’ts of business text messaging.

As you plan and launch your messaging strategy, keep these dos and don’ts in mind.

Do develop a prioritization system.

Prioritization plays a major role in organizing the process and improving customer service efficiency. As questions arise, it can help prioritize them based on urgency and order of importance. This helps ensure that troubleshooting questions and general issues are addressed as quickly as possible. Less urgent questions may be able to wait a little longer if necessary.

Here are a couple of examples of ways you can segment customer service questions in order to prioritize them:

  • The order the questions come in: Do you have a first-in-first-out method?
  • Customer sentiment: Are they frustrated or neutral?
  • Urgent question vs. non-urgent question: What can wait?
  • The service or product they’re asking about: Are some more important? Are there certain team members who can handle certain questions?
  • Members vs. nonmembers: Do members get special priority if you have a special program?
  • Self-prioritization: Ask customers directly how urgent their request is.

The best method is to combine these factors to create a foolproof prioritization system. For example, how would you prioritize a frustrated member with a nonurgent question over a neutral, nonmember’s urgent question? Make sure your AI conversational platform and/or customer service agents prioritize according to your guidance.

Don’t be afraid to ask clarifying questions.

Text messaging is a short medium—but it also lends itself to quick back-and-forth communication. When one small miscommunication can derail a conversation and drive away your customer, it’s imperative that you ask clarifying questions.

Without understanding the problem, you can’t find a solution. If someone has a complex or confusing question, break the question down into parts or ask for clarification. You can send messages like these:

  • “What do you mean when you say [X]?”
  • “Do you mean [Y] when you said [X]?
  • “Can you give me some background on the issue?”
  • “Can you give me an example of when [Z] happened?

Since text messaging can be a limited medium, it’s important to follow up so you understand the problem as best as you can. If you’re still having trouble, don’t be afraid to move to a voice call.

Do make answers clear and understandable.

Communicating with consumers is all about being clear and concise. People come from all types of situations and educational backgrounds, so every customer support agent needs to know how to type a message that’s easy to understand and digest.

A customer who is engaged in the conversation will be more likely to seek help again. Instead of texting long, detailed messages, it’s best to simplify replies into one or two sentences that contain the necessary information. This helps drive more productive conversations and leaves more consumers satisfied at the end of the day.

Don’t forget to follow up with customers.

When a customer has an issue or question, they want to know they’re not just a number. One effective way to show this is by following up after addressing the issue.

Is the consumer satisfied? Do they have any more questions? Do they have any constructive feedback to offer? By asking what they can do to make the customer experience better, customer support agents show that they’re willing to listen and adapt as needed. This can go a long way toward building strong professional relationships.

Do use artificial intelligence to enhance customer service.

There are many ways to use artificial intelligence (AI) to make your business text messaging better. AI can make your agents faster, help serve customers when no one’s around, and even reduce your customer service ticket volume.

  • Predict customer sentiment: A conversational AI platform, like Quiq, can pick up on queues from customers to predict how their feeling so you can prioritize customers whose anger is escalating.
  • Help agents compose messages: Some platforms use natural language processing (NPL) to observe your agents’ responses and suggest sentences as they type. This will help agents stay on tone and write messages more quickly.
  • Respond to customers: Unless your message center is staffed 24/7, messages won’t get answered when no one’s available. That’s where chatbots come in. They can contain conversations by answering simple questions, automating surveys, and even collecting information to route questions to the right agent.

Build business messaging into your business.

Business messaging, whether for customer service, marketing, or even sales, is a great asset to your business—and a great way to engage your customers. But remember: don’t go in blind. Create a thoughtful strategy and see just how quickly your customers respond.

Quiq Compose: Learning the Language of your Contact Center

Posted on Michael Hartsog

Hi! I’m Kyle, Head of AI Engineering at Quiq, and I’m excited to share our latest product with you: Quiq Compose!

What is Quiq Compose?

Quiq Compose is generative AI technology that provides your agents with adaptive, contextually relevant response suggestions. The result? Agents spend less time typing and more time helping customers!

How does it work?

Compose learns by studying past conversations. Every message sent by live agents represents a teachable moment for AI. The AI’s job is to learn a mapping from the context in which the agent authored the message to the message content that was ultimately sent.

The context refers not only to prior messages in the conversation (including outbound notifications and prior bot interactions), but also to important non-conversational data like whether or not we know the customer’s email address, the time of year, and more. By providing Compose with a complete view of the context, we enable it to generate more accurate responses.

How does it compare to other LLM technology?

Since the release of ChatGPT, the world has been abuzz about LLMs and their capabilities. Compose uses the same underlying technology as ChatGPT (transformers), but there are some important differences to consider:

  • Compose has a much smaller scope of language that it needs to learn compared to a general-purpose model like ChatGPT. This enables us to train AI that is more lightweight and cost-effective
  • Compose is trained specifically on your data with the option to skew training to act more like some agents and less like others. It will learn important phone numbers and URLs that a general-purpose LLM won’t know about
  • Compose has a more explicit understanding of rich messaging concepts (e.g. payment messages) and non-conversational (CRM) data
  • General LLMs may exhibit overconfidence as a result of their eagerness to complete your prompt, whereas Compose simply remains silent in situations where it’s unconfident
  • Compose doesn’t require an integration. It can learn from any conversations that occur within the Quiq platform.
  • Compose has important enterprise features such as full control over the AI’s vocabulary, support for the isolation of different brands within a single business, SOC2 compliance, and more.

In short, Compose is laser-focused on learning the language of your contact center and streamlining live agent workflows in digital CX.

The Journey

At Quiq, we’re always working hard to bridge the gap between the latest AI breakthroughs and cost-effective solutions that are ready for enterprise deployment, and Compose is no exception. We’ve spent more than a year adapting cutting-edge AI algorithms to digital CX and rich messaging use cases and are proud of the impact it’s had on our customers to date.

Learn more about Compose here.

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How Do You Balance Privacy with Personalization?

Posted on J.R. Rettenmeyer

Consumers’ default expectations include personalized service when interacting with brands online. But they’re also increasingly concerned about data privacy. 

When it seems like every company is collecting data on them, consumers start to get worried.

So how do you deliver personalized customer service in the age of data privacy? It’s a delicate balance that depends on honesty, transparency, and thoughtfulness.

How important is personalization?

In a word: very. Personalization is table stakes these days, and customers make decisions based on how customized the shopping experience is to their preferences.

According to Salesforce’s State of the Connected Customer report, 73% of surveyed consumers expect companies to understand their unique needs and expectations. And even though privacy concerns have grown, customers’ preferences for personalization continue to grow. That number increased by 11% in the last two years. It makes sense—customer expectations have jumped since the pandemic. 

Plus, more than half of consumers (54%) expect offers to always be personalized.

That’s not all. According to a McKinsey report, 76% of customers get frustrated when personalization doesn’t happen. 

How to use personalization to influence buying behavior.

Personalization also influences purchasing decisions. Over three-quarters of consumers (76%) said that receiving personalized communications was a key factor in prompting their consideration of a brand, and 78% said such content made them more likely to repurchase.

McKinsey asked customers how important different types of personalization were to their first-time purchasing decisions. Here’s what they said.

How to Marry Data Privacy and Customer Personalization
Source: Next in Personalization 2021 Report, McKinsey

 

As seen in the above chart, the top five most important ways to personalize an interaction are

  • Navigating in-store and online: Customers want to get to what they like quickly, and they don’t want to scroll through too many options to find it.
  • Product and service recommendations: Much like a salesperson can suggest items based on the customer in front of them, your site should use the information you have to pull out items or services they might like.
  • Tailoring messaging: “Hi [First Name]!” is a great start, but how else can you talk to your customers like you know them? Can you segment based on life stage? Preferences? If you have the information, use it.
  • Sending targeted promotions: Is your customer overdue for a service? Send them a coupon to encourage another visit. 
  • Celebrating customer milestones: Celebrate milestones in your customer’s life, like birthdays, graduations, or their first home purchase—but don’t stop there. Celebrate their 100th purchase with you, their year anniversary, or the first time they buy from you. Make it personal so they don’t feel like a number.

“Players who are leaders in personalization achieve outcomes by tailoring offerings and outreach to the right individual at the right moment with the right experiences,” according to a McKinsey report.

The problem is when you compare these expectations with an increasing focus on information privacy. When it comes down to it, consumers know you have vast amounts of data on them already, so they want you to demonstrate that you know them on a personal level. They expect you to recreate in-person, intimate experiences at scale.

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Finding the balance between personalization and privacy.

Increased privacy concerns have made personalization a much more difficult task in 2023. Not only are there more laws and regulations around data collection, but customers are much warier about information-gathering tactics than they used to be.

Here are some best practices for gathering customer information in a privacy-centric way.

  • Always get permission from customers before gathering information. Data privacy laws have become more stringent, and third-party cookie bans have made collecting information more difficult. That means you have to get permission from customers, and eventually, it will be harder to track them at all. 
  • Start asking questions. As data tracking becomes more difficult, you’ll have to start getting that information directly from your customers. This means asking more questions in customer service and paying more attention to behaviors instead of demographics. 
  • Collect only what you need: Salesforce reports that 74% of consumers say companies collect more personal information than they need. It should go without saying, but don’t ask for things like their pet names when you’re booking a restaurant reservation. Customers might think you’re stealing their information for nefarious purposes (but we know you’re just being thorough). 
  • Explain why you’re asking for that information: According to Salesforce, 79% of customers say they’d more likely trust a company with their information if the company clearly explained its use. Be transparent about how you’re using the data, and customers are much more likely to give it to you.

How does AI factor into the privacy conversation?

Customer trust is hard won these days, so it’s worth paying attention to how you present the use of AI in customer service.

So how do you use AI in customer service without losing customer trust? 

Once again, transparency is the answer. 60% of customers would better trust AI if they had more control over how it’s used. 

Here’s what that looks like when you’re using AI-enhanced chatbots in customer service:

  • Have chatbots introduce themselves in the conversation. Customers should always know when they’re talking to a bot and when they’re talking to a human. No one benefits when you try to “surprise” customers—no matter how amazing the bot.

 

  • Provide chatbot guidance upfront: Have your chatbot explain what it can do and provide some quick directions. For example, explain that the chatbot can help answer simple questions or gather information, but more complex issues will require a human.

 

  • Give customers the option to connect directly with a human. Show customers, you respect them by giving them the option to chat with a human right away. Or if there’s no one available, let them know when a customer service agent can get back to them.

Win customer trust with honesty and great customer service.

If you take away one thing from this piece, it should be that customers will trust good service. Don’t collect endless data to sell, use for predatory practices, or just let it sit in a database waiting to be hacked. When you show customers you know who they are—and use it to their advantage—they’ll become customers for life.

Customer Service in the Travel Industry: How to Do More with Less

Posted on The Quiq Team

Doing more with less is nothing new for the travel industry. It’s been tough out there for the last few years—and while the future is bright, travel and tourism businesses are still facing a labor shortage that’s causing customer satisfaction to plummet.

While HR leaders are facing the labor shortage head-on with recruiting tactics and budget increases, customer service teams need to search for ways to provide the service the industry is known for without the extra body count.

In other words… You need to do more with less.

The best way to do that is with a conversational AI platform. Whether a hotel, airline, car rental company or experience provider, you can provide superior service to your customers without overworking your support team.

Keep reading to take a look at the state of the travel industry’s labor shortage and how you can still provide exceptional customer service.

Travel is back, but labor is not.

In 2019, the travel and tourism industry accounted for 1 in 10 jobs around the world. Then the pandemic happened, and the industry lost 62 million jobs overnight, according to the World Travel & Tourism Council (WTTC).

Now that most travel restrictions, capacity limits, and safety restrictions are lifted, much of the world is ready to travel again. The pent-up demand has caused the tourism and travel industry to outpace overall economic growth. In 2021, the GDP grew by 21.7%, while the overall economy only grew by 5.8%, according to the WTTC.

In 2021, travel added 18.2 million jobs globally, making it difficult to keep up with labor demands. In the U.S., 1 in 9 jobs went unfilled in 2021.

What’s causing the shortage? A combination of factors:

  • Flexibility: Over the last few years, there has been a mindset shift when it comes to work-life balance. Many people aren’t willing to give up weekends and holidays with their families to work in hospitality.
  • Safety: Many jobs in hospitality work on the frontline, interacting with the public on a regular basis. Even though the pandemic has cooled in most parts of the world, some workers are still hesitant to work face-to-face. This goes double for older workers and those with health concerns, who may have either switched industries or dropped out of the workforce altogether.
  • Remote work: The pandemic made remote work more feasible for many industries, and travel requires a lot of in-person work and interactions.

How is the labor shortage impacting customer service?

As much as we try to separate those shortages from affecting service, customers feel it. According to the American Customer Satisfaction Index, hotel guests were 2.7% less satisfied overall between 2021 and 2022. Airlines and car rental companies also dropped 1.3% each.

While there are likely multiple reasons factoring into lower customer satisfaction rates, there’s no denying that the labor shortage has an impact.

As travel ramps back up, there’s an opportunity to reshape the industry at a fundamental level. The world is ready to travel again, but demand is outpacing your ability to grow. While HR is hard at work recruiting new team members, it’s time to look at your operations and see what you can do to deliver great customer service without adding to your staff.

What a conversational AI platform can do in the travel industry.

First, what is conversational AI? Conversational AI combines multiple technologies (like machine learning and natural language processing) to enable human-like interactions between people and computers. For your customer service team, this means there’s a coworker that never sleeps, never argues, and seems to have all the answers.

A conversational AI platform like Quiq can help support your travel business’s customer service team with tools designed to speed conversations and improve your brand experience.

In short, a conversational AI platform can help businesses in the travel industry provide excellent customer service despite the current labor shortage. Here’s how.

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Resolve issues faster with conversational AI support.

When you’re short-staffed, you can’t afford inefficient customer conversations. Switching from voice-based customer service to messaging comes with its own set of benefits.

Using natural language processing (NLP), a conversational AI platform can identify customer intent based on their actions or conversational cues. For example, if a customer is stuck on the booking page, maybe they have a question about the cancellation policy. By starting with some basic customer knowledge, chatbots or human agents can go into the conversation with context and get to the root of the problem faster.

Conversational AI platforms can also route conversations to the right agent, so agents spend less time gathering information and more time solving the problem. Plus, messaging’s asynchronous nature means customer service representatives can handle 6–8 conversations at once instead of working one-on-one. But conversational AI for customer service provides even more opportunities for speed.

Anytime access to your customer service team.

Many times, workers leaving the travel industry cite a lack of schedule flexibility as one of their reasons for leaving. Customer service doesn’t stop at 5 o’clock, and support agents end up working odd hours like weekends and holidays. Plus, when you’re short-staffed, it’s harder to cover shifts outside of normal business hours.

Chatbots can help provide customer service 24/7. If you don’t already provide anytime customer service support, you can use chatbots to answer simple questions and route the more complex questions to a live agent to handle the next day. Or, if you already have staff working evening shifts, you can use chatbots to support them. You’ll require fewer human agents during off times while your chatbot can pick up the slack.

Connect with customers in any language.

Five-star experiences start with understanding. You’re in the travel business, so it’s not unlikely that you’ll encounter people who speak different languages. When you’re short-staffed, it’s hard to ensure you have enough multilingual support agents to accommodate your customers.

Conversational AI platforms like Quiq offer translation capabilities. Customers can get the help they need in their native language—even if you don’t have a translator on staff.

Work-from-anywhere capabilities.

One of the labor shortage’s root causes is the move to remote work. Many customer-facing jobs require working in person. That limits your labor pool to people within the immediate area. The high cost of living in cities with increased tourism can push locals out.

Moving to a remote-capable conversational tool will expand your applicant pool outside your immediate area. You can attract a wider range of talented customer service agents to help you fill open positions.

Build automation to anticipate customer needs.

A great way to reduce the strain on a short-staffed customer service team? Prevent problems before they happen.

A lot of customer service inquiries are simple, routine questions that agents have to answer every day. Questions about cancellation policies, cleaning and safety measures, or special requests happen often—and can all be handled using automation.

Use conversational AI to set up personalized messages based on behavioral or timed triggers. Here are a few examples:

  • When customers book a vacation: Automatically send a confirmation text message with their booking information, cancellation policy, and check-in procedures.
  • The day before check-in: Send a reminder with check-in procedures, along with an option for any special requests.
  • During their vacation: Offer up excursion ideas, local restaurant reservations, and more. You can even book the reservation or complete the transaction right within the messaging platform.
  • After an excursion: Send a survey to collect feedback and give customers an outlet for their positive or negative feedback.

By anticipating these customer needs, your agents won’t have to spend as much time fielding simple questions. And the easy ones that do come in can be handled by your chatbot, leaving only more complex issues for your smaller team.

Don’t let a short staff take away from your customer service.

There are few opportunities to make something both cheaper and better. Quiq is one of them. Quiq’s conversational AI Platform isn’t just a stop-gap solution while the labor market catches up with the travel industry’s needs. It will actually improve your customer service experience while helping you do more with less.

Unleashing the Power of Quiq Insights: Your Data’s New Best Friend

Posted on The Quiq Team

👋 Hi, I’m Tyler, a Sr. Software Engineer at Quiq helping to enhance our Quiq product with data…Lots and lots of data.

On behalf of the team at Quiq, I am proud to introduce you to our latest product offering, Quiq Insights!

In this blog post, I’ll share with you what Quiq Insights is, why we built it, and what sets it apart from other analytical offerings.

What is Quiq Insights?

Quiq Insights is a data analytics tool that provides a powerful lens to view your customer interactions, journeys, and more. With Quiq Insights, you can analyze and optimize every aspect of your customer journey, from conversational AI effectiveness to agent performance. Quiq Insights equips you with the data needed to confidently identify trends and patterns in order to improve the products and services you offer.

Bot Insights

Conversational designers rejoice, your prayers have been answered. With Bot Insights, both usage and natural language understanding (NLU) learnings are integrated directly within our bot designer. You’ll be able to verify your bot is doing the right thing and if not identify any pain points. You’ll be better enabled to confidently make changes and measure improvements. Bot Insights will empower conversational designers to deliver first-class customer service through conversational AI.

Here are some of the best parts:

  • See conversation usage and flow right from the designer:

See conversation usage and flow right from the designer

 

  • Visualize flows between behaviors and measure abandonment and drop-off:

Visualize flows between behaviors and measure abandonment and drop off

 

  • “Drill” into conversation transcripts from either usage connectors or usage flows:

“Drill” into conversation transcripts from either usage connectors or usage flows

  • Iterate and improve on your Natural Language Understanding (NLU) models:

NLU insights

Funnel Insights

Let’s put the “fun” in funnels! A funnel is a visualization of a series of steps in a business process. The shape of a funnel can quickly convey the health of that process and identify any inefficiencies. Have you ever wanted to measure the result of an outbound campaign? What about identifying poor survey responses? Or maybe gain a better understanding of the resolution rate for your conversational AI? Well look no further, with our funnel designer you can create custom funnels for both simple and complex scenarios.

Here are the highlights:

  • Use our predefined funnel templates to get the ball rolling:

 

  • Review drop-off between steps and drill into conversation transcriptions:

Review drop-off between steps and drill into conversation transcriptions

  • Powerful filtering and segmentation by platform, contact point, or even custom field value

Powerful filtering and segmentation by platform, contact point, or even custom field value

  • Build steps from our catalog of 30+ system events
  • Even incorporate your own data with custom events for things like “order created” or “appointment booked”

Why Quiq Insights?

We understand that making informed business decisions requires data-driven insights. However, not every company has a team of data scientists and programmers to help them analyze their customer interaction data. That’s why we built Quiq Insights, tools designed to be easy to use for business users who need to quickly and easily analyze their data. With Quiq Insights, you’ll never have to fly blind again.

The Journey

Quiq Insights was created with a mission to optimize conversational AI and contact center performance with integrated and easy-to-use data analytics. We understand that the goal of delivering a more efficient contact center while still providing world-class customer service is accomplished in part with better insights. We feel like Quiq Insights can help accomplish that goal. Plus, this is just the start!

Learn more about Quiq Insights here!