Going Live With Messaging
The team at Black Hills decided to take things slowly to get a feel of the new channel and implemented Quiq for inbound texts only. Getting started with Quiq was straightforward and happened quickly. In the words of SVP/CIO John Buxton, “Implementation was super smooth.” The credit union has since added web chat, outbound messaging, and integrated messaging with their IVR system.
Contact center agents were provided hands-on training and practiced texting with each other before going live. Black Hills used their member newsletter, Facebook, email, and website notifications to promote messaging to their members.
There are currently 35 total employees using Quiq. The credit union has approximately 18 contact center agents, with one agent solely dedicated to handling chats and texts, in addition to employees in the mortgage lending and card services departments. The team plans to continue adding users and are focusing on collections and consumer lending next.