How many times have you said to yourself, “Hindsight is 20/20”?
While the origins of the phrase, “Hindsight is 20/20,” is unknown, its relevance comes out in nearly all aspects of our lives. One recent example in my life is the Pro Bull Riding event I went to on my birthday up in Big Sky, MT. I have been to dozens of rodeos in my days here in Montana, but this event was off the charts amazing. After the event was over, I was definitely feeling like, “If I’d have known the Big Sky PBR was that amazing, I would have started coming years ago.” I won’t miss another.
Here at Quiq, we regularly hear these words coming from the voice of our customers. “If I’d have known that we were going to see these kinds of results, we would have done this a long time ago.” But it isn’t just the results that they see, it’s the fact that not all Business Messaging is created equally – in other words, being able to send and receive texts is table stakes – what isn’t equal are all the other messaging capabilities Quiq brings to bare. Most of our customers were using some form of SMS capability before they came to Quiq – some simply using individual cell phones, others using their Contact Center or CRM provider’s rudimentary version of texting, and others trying to build their own.
What is it that Quiq clients discover? There now exists an enterprise-grade business messaging platform that isn’t just a “nice-to-have,” but is an integral part of their business that drives significant value. Mike Parish, Sr Manager, CX Design & Application Development for Brinks Home Security states, “With Quiq, we (the digital team) have the exact same processes that the call center has today. However, because of the ease of the asynchronous communication, our CSAT is naturally 14 points higher, on average, than our voice channel in the call center.” Brinks is also able to reduce the number of agents on the phone, repurposing them to higher value interactions.
“With Quiq, we (the digital team) have the exact same processes that the call center has today. However, because of the ease of the asynchronous communication, our CSAT is naturally 14 points higher, on average, than our voice channel in the call center.”
~Mike Parish, Senior Manager
Another customer, TodayTix, the premier digital gateway to shows, arts, and cultural experiences in NYC, started with a channel mix of 80% Voice and 20% email. They have a goal of reducing overall call volumes down to just 10% and saw Quiq as their digital communications partner to help them get there. In less than two years, they are seeing that nearly 85% of all communications are now coming through channels other than voice. Incredible!