Introducing Quiq Translate

We’re excited to announce the launch of Quiq Translate, a new feature that translates multi-language exchanges between customers and agents. With Quiq’s language translation services Quiq Messaging is enhanced to support the automatic translation of incoming and outgoing messages in a conversation.

Quiq’s digital conversation platform drives operational excellence in digital customer support and service with features that teams can use to manage and measure cross-channel messaging in a single intuitive workspace. With Quiq Translate, companies can translate over 100 languages making messaging even more accessible and convenient.

Why Translation Matters To Your Business

For many companies, providing service and support In their customers’ preferred language can seem daunting. How do you communicate in multiple languages and provide excellent customer service without hiring a native customer support agent for every language out there? Let’s start with another question – why should you?

There are a lot of great reasons our clients use Quiq Translate, not the least of which is making support more accessible to the people they serve. Let’s discuss a few of the more common driving factors that make multilingual customer support key for businesses to provide positive customer experiences. The kind of experiences that build trust and loyalty.

  • Your company’s growth

Customers become more linguistically diverse as businesses gain international buyers, or expand to new markets. As your company expands, you’ll need to remain sensitive to your customers’ needs. A global company with operations or offices in many different countries, has to communicate in multiple languages to provide excellent customer service. But the need to offer support in a customers’ native language isn’t just for big multinational companies. Even if you’re doing business in the US, the changing market requires multilingual customer service and support.

  • Changing demographics 

Every year, the U.S. Census asks survey recipients if they speak a language other than English at home. If the respondent answers “yes”, they are then asked “How well does this person speak English?”. Any answer other than “Very well” defines the respondent as Limited English Proficient (LEP).

Of the total US population, LEP individuals now account for about 9%. The consumer buying power of Limited-English proficient populations will continue to show considerable growth. Hispanic and Asian-American populations alone represent 70% of LEP consumers in the United States, and providing excellent language services means not missing out on the opportunity to connect with and serve new markets.

  • Security

Interacting with customers means highly sensitive data can be shared during the support interaction. When engaging with Limited-English speaking customers, companies may give agents the freedom to use free online translation tools, this can leave the door open to data leaks and not give the organization full view of the engagement.

<>If you think you need to hire agents with language specific skills, customer service interpreters, or professional translators, think again. It’s possible to enable fast, cost effective translation services with Quiq Translate to deliver superb customer service.

Translating Your Digital Conversations With Quiq

Agents specify which languages they can handle. The language of the conversation is detected based upon the customer’s message. If the agent doesn’t speak the customer’s language, incoming messages are automatically translated. The agent can still see the translated message and the original untranslated message.

Outgoing messages from the agent are automatically translated, so customers receive responses in their preferred language. Both the original and translated messages are stored as part of the saved message transcript.

Better Agent and Customer Experiences

Working as a customer service representative can be challenging, especially when managing multiple customer queries and claims. One of the most compelling reasons our clients choose to shift to digital channels is that asynchron

ous engagement makes it easy for agents to handle multiple conversations at one time.

A boost in productivity is just one advantage that messaging has over other methods like phone calls and emails. Add to that the absence of noisy environments that make it difficult to carry on a phone conversation, the ability for the customer to pick back up on a conversation when it’s convenient for them, and automation features like chatbots that make routing, queuing, and self service faster and more accurate and you see why messaging makes for good communication.

But language barriers can get in the way of good communication. Providing your teams with the right tools will enable them to better handle customer requests and keep them motivated. The benefits for support teams are both quantitative

, with less calls and substantial time saved, as they are qualitative: the dialogue with customers is also improved.

More Languages, One Workflow

Quiq Translate is a native feature of Quiq Messaging and available on all messaging channels. Messages are automatically translated in over 100 languages across the most popular digital messaging channels, including SMS/text, Apple Messages for Business, Google Business Messages, webchat, Facebook, Twitter, and more.

Quiq Messaging Administrators have the ability to enable or disable the Quiq Translate feature with a quick toggle in the Admin UI. Once enabled, agents can set their preferred language, which is the language messages will be translated to. Quiq automatically detects the customers’ language or agents can manually select the customer’s preferred language, or the customer can select and set their preferred language from a list.

Once preferred languages are selected, Quiq Translate does the rest. For example, an agent has their preferred languages set to English. If they accept a conversation and the messages are in Spanish, Quiq Translate will automatically translate Spanish messages to English for the agent and any English responses will be translated to Spanish when the customer receives it.

The agent can view all messages as they were originally sent. The ability to toggle between the original message as it was written by the customer and the translated messages ensures that nothing, quite literally gets lost in translation.The conversation history can be viewed by agents, and managers within the systems they already use. Our platform integrates with the CS tools you already use such as Salesforce, Zendesk, Oracle Service Cloud, and Shopify, so you can get started quickly. Or simply use our APIs to build custom integrations for what you need.

The City Of Knoxville, Quiq Translate In Action

The City of Knoxville, which has been piloting the technology, said that Spanish speakers are one of the fastest growing groups in the Knoxville area. The City is eager that its services reach this population, many of whom prefer mobile devices and text and messaging as their preferred method of communication.

“We’re trying to reach people where they are and speak to them in the language they’re most comfortable with,” Russ Jensen, director of the 311 Center for Service Innovation, said. “We want them to feel safe asking for help.”

The City has been working closely with Quiq for nearly a year. In April 2020, they launched a Covid-19 chatbot to help residents get important information related to Covid-19, such as a symptom checker, or to access services such as food banks.

Knoxville’s 211 service now has a chatbot available in English and Spanish with more languages on the way. Carter Hall, with the City of Knoxville, says that Rundia, an East African language is next.

Ready For Multilingual Customer Service and Support?

The world is getting smaller and more connected, and businesses are growing on a global scale. Language can no longer be a barrier to this. You can easily deliver exceptional customer service regardless of your customers’ preferred language with the help of Quiq’s Messaging Platform and Quiq Translation.

Schedule some time to speak with one of our conversation experts to learn how you can serve more consumers in their preferred language using Quiq Translate.

U-tron Makes Space For Messaging

Space. Not the vast, final frontier kind. We’re talking about the high demand, short supply, revenue generating variety that you find in New York, New Jersey, and California. When space is limited and parking is an absolute necessity, that can be a problem. That’s where U-tron comes in.

U-tron’s technology is a fully automated parking solution that saves space and reduces costs, while opening the doors to additional amenities. U-tron delivers a user friendly parking experience as simple and easy as valet parking, but without any human intervention. U-tron wanted the entire experience to be frictionless, right down to helping customers in need. The company turned to Quiq, so that customers who need help, get a fast, easy experience. Now 80% of the calls they use to receive now go through messaging.

Fully Automated, Highly Accurate, and Efficient 

With traditional parking structures, developers must work with often limited, complex space constraints. Imagine you’re developing an office complex in New Jersey. Local ordinances require you to provide 200 parking spots. The space available for parking will accommodate 90 cars on a flat surface. It used to be that the only options were an expensive dig to build down into the ground or building an eyesore up into the sky. 

If you order your car, it means you’re going somewhere. You might have an appointment, you might be going to work, or maybe you have a party to go to. Whatever it is, you need your car. So every second really counts when there’s an issue and your car is not coming out.

  • Michael Asmussen, Service Operations Manager, U-tron

That is until Unitronics, an industrial automation company applied 30 years of experience and knowledge to the problem and created U-tron. The company’s advanced automation solutions doubles the amount of parking spaces available.

A U-tron parking structure delivers a valet experience, without the valet. Drivers pull their car into a bay, lock their doors, and leave. The U-tron system will load the vehicle onto a pallet where it is smoothly delivered to its optimal parking spot. Pallets are transported by conveyors in an organized matrix designed to allow full flexibility and maximum capacity. Cars can be packed inches away from each other since there aren’t any humans who have to open doors to get in and out of cars. 

The absence of humans also means that there are different standards for safety and security. Garages are not lit or ventilated and there aren’t any stairwells or elevators to maintain. The lack of human access means that cars aren’t broken into and the robots that park the vehicles with precision and speed don’t ding cars. These things change the cost to build, insure, and operate a parking structure.

When drivers are ready to retrieve their vehicle they use the mobile app or kiosk to have the system retrieve their car. Cars arrive at a bay, facing forward and ready for the driver to head out. 

The entire operation is a modern, digital, fully-automated experience. Except when there was the rare instance a customer needed help at one of the garages. 

fully automated customer service is easy with Quiq Messaging and chatbots

When Every Second Counts Messaging Is The Answer

The expectation of an automated system is that it’s reliable and intuitive and when it’s not, that’s a problem. But U-tron isn’t a company of problem solvers. U-tron is a company of problem eliminators and one of the company’s key metrics is having zero customer calls to resolve. However, there are the inevitable software bugs or power outages that cause issues for customers.

Prior to implementing messaging, customers who had trouble retrieving their car would call a number. An answering service staffed by human agents would answer the call, take a message, and send an email to one of the technicians. The process required U-tron employees to vigilantly monitor their email for these infrequent requests so they could help customers as quickly as possible.

Quickly in this case was a relative term. The conversation with the answering service and transmission of the message through email could take 5 minutes or more in and of itself. If you’re the customer waiting for your car, that can feel like a lifetime.

One of the first things Michael Asmussen, Service Operations Manager at U-tron wanted to do when he joined the company was to reduce the customer’s wait time. Texting was the obvious channel. Given that 80% of calls have been deflected to SMS, it appears to have been the right choice.

U-tron Chooses Quiq Messaging For Flexibility

U-tron is a small, growing international company. There are between 15 to 20 technicians worldwide who handle approximately 5 inquiries a day in addition to monitoring and maintaining the complex equipment in the garages.

When the team looked for solutions it was important that the messaging platform was enabled across various channels like WhatsApp and SMS. Quiq was an obvious winner there. Quiq’s support of SMS, web chat, WhatsApp, Google’s Business Messages, and Apple Messages for Business meant that messaging could work in the US and elsewhere.

What really sealed the deal for the team at U-tron was the ability to pay by the conversation and not by seat. This ensures that anyone who needs to be involved in the conversation to help the customer has access to messaging.

For Michael, who was the champion for messaging from the beginning, it meant that he could stretch his budget and get all of his technicians on messaging instead of having to pick a handful of technicians for the messaging channel or worse, share licenses. With Quiq, every technician can get instant access to any of the customer messages that come in and there is clean reporting for every technician and every conversation.

From a managerial standpoint, the transparency of messaging has been a big win. Unlike the black box of phone calls where it wasn’t clear what transpired in the conversation, messaging makes it easier to review activity and transcripts. As a manager, Michael is able to review conversations and provide Technicians with the coaching they need to deliver better service.

The Future of Fully Automated Parking

Messaging provides U-tron the flexibility it needs now and for their future growth. The company has plans to double the cars in service every year for the next four or five years. Part of the rationale for choosing Quiq was that it could easily scale, and do so quickly, as their business grows.

Anything I’m doing right now has to easily scale because the business is going to grow and Quiq fit the bill there. If I want to double the team tomorrow, it’s ten minutes to just add the users and train them.

  • Michael Asmussen, Service Operations Manager, U-tron

Messaging isn’t the only way the company is preparing for growth. Around the same time messaging went live for the company in September of 2020, U-tron also introduced their mobile app. Within the mobile app, the company prominently presents a help button which opens the native texting app on their customers phone so that they can initiate a conversation right away. 

The Operations team’s success with Quiq has their Marketing department looking into how to use messaging too. Down the road, the team plans to evaluate web chat, Facebook, and Google’s Business Messages for pre-sales support.

Naturally, it wouldn’t be a U-tron case study if the company didn’t have plans to expand their use of bots to automate transactions. Michael believes that their bots will evolve further to distinguish between standard customer issues and issues like billing. For now, the team is training and iterating their bots to recognize more customer intents.

How Chatbots for Customer Experience Deliver Results

Chatbots deliver results across a variety of industries. From retail to travel, chatbots are there to help improve the customer experience, acting as the always-on, always-ready assistants your customers want.

Consumers are interacting with chatbots more often, even if they don’t know they are engaging with a chatbot. Read our infographic below to discover why 80% of businesses will utilize some form of chatbot automation by 2020.

Chatbots deliver results for customer experience and beyond

What Are AI-Powered Chatbots?

AI chatbots are automated systems designed to hold simple conversations with consumers and leads. They’re often used for live chat on websites, ready to help answer questions for shoppers who are browsing.

Chatbots are programmable, meaning that online retailers can rely on them to address questions on specific topics when no representatives are available. They can respond directly to certain keywords and questions, and their speed is ideal for consumers who may be in a hurry to receive an answer before they decide to buy a product. While bots are often less useful for complex or customer-specific queries, they can generate valuable resources and responses to more basic questions within seconds.

Today, chatbots are commonly used to help retailers save time and provide immediate answers to consumers. They can appear as pop-ups on websites, in SMS messages, and more. Thanks to their speed and convenience, they play a major part in enhancing the overall customer experience.

Who Uses AI Chatbots?

Artificial intelligence chat options can benefit a wide range of industries, from retailers to banks to dating websites. Retailers and financial institutions use chatbots as a way to communicate with leads and existing customers without requiring a live representative for every interaction.

One minute can make the difference between a successful transaction and a lost lead. Chatbots are useful for product and service providers who want to increase the likelihood that shoppers will buy. A bot can simulate human conversation, increasing trust between the consumer and retailer in a cost-effective way. This solution can integrate smoothly with any website management strategy, convincing customers to stay on the website longer.

Chatbots have become more mainstream in customer service as retailers start to rely more on mobile solutions and personalized messages. Phone calls and emails can be a hassle, and the wait times can drive away leads. Chatbots eliminate these wait times while making life easier for both agents and consumers.

Why Use Chatbots to Deliver Results?

Chatbots offer an easy, personal way to interact with shoppers. They’re less tedious than using real-life agents for basic questions, and they reduce the time it takes to handle customer demands. Quiq chatbots deliver a variety of results at once and provide many other benefits for retail and financial websites.

1. Chatbots Help Engage Customers

  • From the moment someone visits your site, logs onto your app, or connects with your social media page, a chatbot can be there to start the conversation.
  • 57% of consumers are interested in getting real-time answers from bots on a company website1.
  • Chatbots can guide customers where they need to go, based on feedback, browsing history, and other personalized variables. Bots continually learn from interactions and use the information to get better at helping agents and consumers.
  • Available 24/7 and across a variety of platforms, consumers can connect with your brand whenever they want, using the messaging channels they already know and use.

2. Chatbots Improve Customer Service

  • 95% of consumers believe customer service is going to be the major beneficiary of chatbots2.
  • Chatbots can open support tickets, answer questions, collect feedback, and point customers toward helpful resources quickly and efficiently.
  • Bots are only as good as their programming but good bot interactions escalate to human agents if they get stuck in conversations.
  • Chatbots can route customers to the right customer service agent, while providing the agent with useful customer information.
  • Chatbots are predicted to handle 85% of customer service interactions by 20203.
  • Setting up a chatbot platform is a cost-effective way to relieve human agents of simple, repetitive tasks, and increase efficiency.
  • Chatbot automation could save businesses an estimated $8 billion a year5.

3. Chatbots Increase Conversions

  • Chatbots can monitor conversations in real-time and analyze the available data to suggest products to human agents. 47% of customers would buy items suggested from a chatbot4.
  • Set rules for your chatbot to recognize keywords such as “buy” or “purchaase” to prioritize customers who may need help with a transaction.
  • Chatbots can present dates and times for customers to schedule appointments and reservations that customers can book with a tap of a button.

How Chatbots Can Be Used in Your Business

If an industry leader is looking to reduce agent workload or find ways to increase sales, customer experience chatbots could make a massive difference. AI-powered bots help retailers in all sectors stay competitive by saving time and providing valuable information that consumers can count on.

Automated systems generate responses faster than a human behind a computer or phone screen, and they can serve multiple customers at a time. It’s easy to program chatbots to answer certain types of questions and provide answers on a variety of topics. You can also use them to prioritize shoppers in need and reserve more complex issues for real-life experts. Quiq platforms allow businesses to integrate both chatbots and personalized messaging for the optimal customer experience.

Quiq: Your Messaging and Bot Solution

Customers are knocking. Are you going to answer? Quiq has the leading asynchronous platform to enable customers to connect with companies across today’s most popular business messaging channels. You know them. SMS/Text Messaging, Web Chat, Apple Business Chat, Google Rich Business Messaging, Facebook Messenger, and Twitter Direct Message, to name a few.

Let Quiq help you incorporate native and third-party bots into any part of the customer conversation to streamline your workflow and deliver results. Contact Quiq for a demo today by visiting

Quiq’s Business Messaging Platform

Why Use Quiq?

Create a personalized experience for your customers across all of the digital channels they already use. Channels like SMS /Text messaging, Live Chat, Facebook, Twitter, and your own app are the places your customers already spend their time. With all of these combined into a single business messaging platform, you can make it easy to engage with your company.

View the short video above to see how Quiq is transforming customer conversations. Then let’s talk so we can show you what this would look like for your business!

Research Report: The Future of Customer Conversations

Conversations with customers are evolving and businesses are adapting to this fast changing landscape.  With over 70% of respondents saying they have engaged with a business over text messaging or web chat, all organizations need to be ready.

Check out this research report and see how businesses use messaging to increase conversion rates and improve customer satisfaction.


The Future of Customer Conversations

eBook: Business Messaging Best Practices

Business SMS/text messaging is the fast, convenient, and preferred way for customers to engage with you.  According to research, “mobile messaging the communications channel with the highest anticipated growth.”

Done correctly, messaging is a powerful tool to help consumers connect with businesses – especially when it comes to customer service.

Business Messaging Best Practices eBook

Quiq Overview: Messaging in a Minute!

Business messaging is the way top brands and today’s customers engage with each other. Quiq’s Conversational Engagement Platform ensures companies provide consistently jaw-dropping customer experiences across SMS/text messaging, rich messaging, web chat, and social channels. With Quiq, brands can easily orchestrate commerce and service conversations involving both bots and humans.

Check out this very short video to see why Quiq is the leading platform powering conversations between companies and customers. See a demo and get started today!

6 Reasons to Use Business Text Messaging

It’s no secret that texting is the preferred channel of communication for most consumers. The ease and convenience of text messaging aren’t lost on any generation. While volume and velocity may differ from the Millennials and Gen Z populations versus Baby Boomers, most would agree that text is best.

Popularity and ubiquitousness aside, there are other reasons that a business should use business text messaging to engage with their customers. In this post, we’ll take a look at 6 of the best reasons companies benefit from a business text messaging service.

Business Text Messaging Benefits

1.Customers expect it

In our post “7 Reasons Why Customers Want to Text You,” we dove into the reasons why customers want to text you, and many of these reasons boil down to one thing: customers want to communicate however they want, whenever they want. More than ever, consumers feel empowered by all of the services at their fingertips, and their patience is dwindling for hold music and restrictive hours of operation.

In other words, customers want to be the ones who call the shots. No one wants to jump through hoops to connect with customer service. Though it may lack the presence of a human voice, text messaging is the perfect channel for users who want instant gratification.

The new world language is instantaneous and emoji-rich, so your business better speak it.

2. It’s easy

Yes, texting is easy for your customers. Most consumers usually have a mobile device within arm’s reach 24/7, and sending and receiving texts doesn’t disrupt their day. “But, what about me? How does it make it easier for me?” a lot of business owners and managers ask. Well, grab a seat and get comfy—this could take awhile.

      • Easy to engage

Since messaging is so popular, engaging with your customers happens with less friction.   Whether you’re receiving inbound texts from customers who want to buy something or to book an appointment, or sending outbound messages to customers to inform them of their order status or to remind them of a promotion, information exchanged to and from your customers happens on their preferred channel, which means you can build stronger relationships to fuel brand loyalty and higher revenue.

      • Easy to implement

Quiq’s implementations typically take days, not weeks. Quiq, for example, can be used as a standalone product, but even integrations into CRM platforms like, Zendesk, and Oracle Service Cloud, can take place with our pre-built integrations, giving employees the ability to send and receive text messages within a company’s existing CRM system.

      • Easy to train

As easy as it is to implement, it’s just as easy, if not more so, to train employees. Since most employees use messaging on a daily basis, the learning curve looks more like a Nebraska plain versus a Denver mountain. Employees, like the customers they engage with, share texts, emojis, and links on a daily basis, so there’s little disruption to day-to-day operations as they’re learning a system.

      • Easy to manage

Many companies worry about staffing the messaging channel and fret about managing another point of contact with their customers. A business text messaging platform, like Quiq, alleviates these concerns. Quiq brings all of the SMS/text messages, as well as messages received on web chat and social media platforms, into one intuitive screen. Employees don’t have to hop from system to system rather, employees handle multiple simultaneous messaging conversations all within the Quiq desktop.

3. It will actually save you time

Business text messaging can make your operations more efficient. Features like pre-built responses and chatbots make collecting data and sharing information easier. Chatbots, for example, can guide every step of the customer journey, from initial contact to final feedback. They can also route users to the appropriate agent.

Pre-built responses, also known as snippets, help employees quickly send canned messages like greetings or answers to frequently asked questions. Snippets are also a great way to share information that may be lengthy and cumbersome to type, like a return policy or details about a promotion.

4. You can do more with what you have

One of the primary uses of business text messaging is the instant access customers can have to customer service resources. Whether they text you off-hours or during holidays, chatbots can point them toward articles that might help to answer their questions. If the problem is beyond the scope of what can be solved through a chatbot suggestion, a support ticket can be opened up using the details from the message or chat.

With customer satisfaction being the aim of any good business, providing a channel for consumers to get in touch with you whenever they like goes a long way in keeping them satisfied. This also means being available on all of their preferred channels, whether it be through Facebook Messenger, a chat button on your website, or through a simple SMS text. Let your customers know that you’ll be there when they need you.

5.Get your messages read

While sending out marketing emails can be like walking the razor’s edge between the spam and promotions folders, text messages are almost always read. In fact, some estimates put SMS read rate at 98%. Email, on the other hand, might get you a measly 10%.

This is not to suggest you start spamming every number in your database Instead, when a customer buys something or subscribes to your service, ask them if they would like to receive updates via text. You can communicate order updates and other notifications via text and they can easily reply back with any questions or feedback.

6. Get feedback, fast

At the conclusion of a sale or after a customer has been trying out your product for a while, a business text message is a great way to get feedback from them. It’s fast, convenient, and less of a hassle than filling out a survey. Simply asking a customer to rate a recent purchase via text is more likely to get a response than an email would since the read rate is so much higher (as noted above).

Business text messaging at its best

Not all text messaging platforms are created equal. Quiq has built the leading asynchronous messaging software, allowing customers to connect with companies across today’s most popular business text messaging channels such as SMS, live chat, Facebook and within their own app. When customers can connect with your business how they want and when they want, they will be more satisfied.

To unlock the potential of text messaging for your business, request a demo today.

Forrester Webinar: Connecting with Customers Through Messaging and Bots

Consumers’ Expectations Around Engagement

Today’s consumers’ expectations around engagement have driven companies to “up-level” their accessibility and responsiveness. In this on-demand webinar, Kate Leggett, Principal Analyst at Forrester Research joins Mike Parish, of Brinks Home Security, to discuss how to connect with customers through messaging and bots.

As the leading expert on customer relationship management (CRM) and customer service strategies, Kate shares deep insights into the consumer behaviors that are shaping how many of the leading brands leverage messaging and bots to better engage with their customers. Mike Parish, Director of Experience and Service design at Brinks Home Security reveals the results and surprises of implementing messaging and bots.

About Quiq

Quiq makes it easy for customers to contact a business via Messaging, the preferred channel already in use with our friends and family.  With Quiq, customers can now engage with companies via SMS/text messaging, Facebook Messenger, Web Chat, In-App,and Kik for help with their pre-sales and post-sales questions. Learn more about Quiq today!

See a Demo Today

How to Use Simple Automation to Streamline Customer Conversations

Customer expectations have grown surrounding the three most important aspects of customer experience: convenience, ease, and speed. Incorporating simple automation into customer conversations that exceed these expectations has proven to be the solution for Quiq’s clients. Quiq is focused on helping brands engage in conversations with their customers over messaging, the preferred channel by, well, everyone. Quiq’s messaging clients have taken advantage of features like “bots” and “snippets” to streamline customer conversations that are repetitive in nature to help save valuable employee time, making them more efficient.

The key to success for the companies deploying automation for employee-to-customer conversations is the calculated use of Quiq’s automation features that not only optimize productivity but subsequently improve the customer’s experience. Now, before you start thinking that automating customer conversations leads to soulless interactions and customer frustration (yes, we’ve sat in one too many phone queues), let’s focus on just one automation feature that is making the customer’s experience better – snippets.

What are “snippets” and how do I use them?

Snippets are pre-built responses to common questions that can be accessed by employees with a few keystrokes. Snippets eliminate the need to retype the same answer to the same questions. and can be fully customized for your unique workflow.

At Quiq, we developed our product with the experience in mind, not just that of your customers, but for agents and employees too. We developed snippets to make it easier for employees to share greetings, ask follow up questions, and address common questions like “What’s your return policy?”. With snippets, employees can create custom responses tied to common questions using shortcut keys, thus reducing the time it takes to look up information and share it with customers.

Snippets can be created at a company level as well, not just by agent. Company-level snippets ensure that information shared across the organization is consistent and accurate. If, for example, you have a promotion running Monday through Friday that you’d like reps to share, a snippet containing details or a link to the promotion will guarantee the same message is shared. Now, let’s say the promotion date is extended to Sunday, the snippet can be quickly updated and then everyone immediately has the same up-to-date information.

Another feature that allows employees to increase efficiency while improving customer service across all channels are Quiq Replies. Quiq Replies are the suggested responses that allow customers to answer common questions with a tap of a button. Quiq Replies are visual presentation of what the customer will see and are created as snippets to keep the conversation moving on both ends.

Share pre-built “rich messages” within snippets

Employees and customer service reps used to save answers to frequently asked questions on a digital notepad that they would pull up and then just copy and paste answers. Quiq has taken these plain text, flat responses and gives you the ability to easily create rich messages.

Rich messages take plain text and add captivating visual elements like images, buttons, and suggested replies to bring context and interaction to every conversation. Quiq allows you to build your own rich messages and to even share those as snippets.

Want to see for yourself? See Snippets in action.

Snippets have been very thoughtfully designed to be easy to use and manage:

  • Employees can access snippets with keyboard shortcuts that are easy to customize and search for.
  • Snippets can be created as plain text or as rich messages.
  • Snippets can be shared across any messaging channel, defaulting to the most visually appealing format supported by the respective channel..
  • Managers can easily see what snippets have been created and exactly how they will appear to customers.
  • Snippets can be used at any point in the conversation to help the conversation progress more efficiently – beginning, middle, or end.

Ways to use snippets or automated responses to streamline customer conversations

Once implemented, automation features such as snippets can improve agent effectiveness, improve customer satisfaction, and differentiate your company. We’ve found this to be true across all industries and company sizes.

Greeting a customer at the start of a conversation and closing a conversation with a standard sign off are pretty obvious uses for snippets, but here are a few other ways snippets can be used by industry. Skim over these examples and you’ll probably find that many of these use cases are applicable to your company as well:


  • Where is my order (WISMO):Customers checking on order status is a common occurrence that can comprise 70-80% of calls during peak times, like the winter holidays. These types of inquiries may have tighter service level agreements, so the ability to quickly respond quickly is critical. Create a snippet with an embedded link to share and allow customers to track their order.
  • Return policy:Even if you have your return policy stated on your website, you may still get questions from customers who need clarification. Common questions include: “Do I need an RMA number?” or “What address should I ship my return to?.” Snippets ensure that answers to these standard questions have consistent answers. What’s more, employees can use snippets to build out questions to dig a little deeper into the customer’s issue such as “What’s the reason for the return?” or “Was there anything wrong with your shipment?”

Service & Subscription Companies

  • Password reset:Customers who have to log in to an account will appreciate easy access to help if they ever need to reset their password. Create a snippet with a link to your process or to a page that customers can use to reset their password.
  • Save/Cancel:If a customer is inquiring about canceling, you may want to create a snippet that helps the agent gather additional information from the customer to better understand the reasons they would like to cancel and to provide an offer to persuade the customer to stay. For example, if the employee determines price is the main reason for the cancellation, there may be another snippet with a special promotion for the agent to present.

Financial Services

  • Payment guidance:Again, snippets can be used at any point in a conversation. Customers engaged in a conversation about say, a late payment, may want to know where they can pay online. Send a link to quickly guide the customer to the right place.
  • Routing to the right department:Create rich snippets, such as the example shown below, to determine the nature of the customer inquiry. Quiq’s intelligent snippets aren’t just simple canned responses. Snippets with Quiq Replies can leverage the customer’s response and route the customer conversation to the appropriate agent or department.

Higher Education

  • Segmentation:In the same vein as the example above, higher education can use snippets to segment inquiries based off of student status. For example, A Quiq Reply can be used to determine if the person is a parent, prospective student, current student, or alumni. It could also be used to understand the topic of their inquiry in order to route the conversation to the right department.
  • Easy resource reference:Contact information and program details can be stored as a snippet and recalled with keyboard shortcuts. Faculty within Student Affairs, for example, can use snippets to keep a handy reference of the diverse range of programs and resources available to students. Whether students need help with tutoring or finding a support network, the information can be available with just a few keystrokes.

Travel and Hospitality

  • Customer orientation:If you have obtained permission to message a customer, you can use Quiq’s outbound messaging to point out available amenities at your resort after they have booked their stay. Instead of a resort having to list out popular add-ons, like a trip to their spa, available guided tours, or restaurants on site for each guest, a rich snippet can be used to help the customer find and book services that add value to their experience.
  • Follow-up survey:Employees can send follow up surveys to guests after their experience. Quiq allows agents to gather this information and take action immediately. If the guest in the above example had some issues during their dinner and gave their stay a 2-star rating, the conversation could be routed to the appropriate person to address the issue.

Conduct engaging and streamlined conversations with your customers

The simple automation examples presented above are a few easy ways to reduce friction for your customer. Quiq features like snippets and Quiq Replies help streamline the customer experience without losing the human connection that customers want.

Implementing automation doesn’t have to become an overwhelming task but it can have substantial results for your bottom line and customer satisfaction rates.  If you’re ready to improve productivity within your organization with a few simple automation within your customer experience, request a demo.

Improve Average Handle Time Using This Key Metric

The way customers can contact companies has multiplied over the years, which has changed the way contact center agents do their work. Previously, Average Handle Time (AHT) was the metric that indicated how long it took to complete an interaction with a customer, which in turn decided staffing levels.

Back in the day, when contact was made primarily via the phone or email, handle time was more straightforward. Now, customers can engage with a company via web chat, sms/text messaging, in their app, or on social media. This kind of asynchronous communication means that a conversation with a customer can span 2 minutes, 2 hours, or 2 days.

Improve Average Handle Time with ‘Work Time’

At Quiq, we’ve developed a metric dubbed “Work Time” that captures the intent of traditional handle time metrics, while accounting for the nuances of the messaging channel. In this article, we’ll dive into the Work Time metric and show you how it’s calculated.

How much time are agents spending on customer interactions?

That is a fundamental question of the contact center. The messaging channel poses new challenges when answering this question owing to its asynchronous nature and a high degree of concurrency.

Agents using Quiq Messaging can typically handle 5 or 6 conversations at one time. Add to this the ability for customers to step away from a conversation at any point and resume the conversation with the agent at a more convenient time, and you can see how calculating agents handle time gets a bit complicated. Quiq Messaging simplifies the calculation and does the work for you through the Work Time metric.

Why is Work Time important?

The way customers can contact companies have changed but the way we measure the success of that contact hasn’t changed much. Regardless of the channel, successful conversations end with a resolved issue and a satisfied customer.

Part of the customer’s satisfaction can be attributed to how long they wait to engage with a representative and how long it takes to resolve their issue. The Work Time Metric helps contact centers track and evaluate these activities to improve the performance of your team and identify what can be modified to make things even more efficient.

How Work Time is measured

When an agent is engaged in a messaging support conversation, he or she might look up an order or do an inventory check. In either case, the work is ultimately represented by a message sent back to the customer. When an agent sends a message, we measure backwards from the time of the message to the most recent of the following events:

  • The oldest unsatisfied¹ customer message on this conversation
  • The most recent message sent by this agent on any conversation
  • The assignment of this conversation to this agent
  • The last reactivation of the conversation (from inactive to active status)

The interval between the most recent of these events and the time of the current message represents a work segment that is associated with the current conversation and agent. These segments will always exclude periods when the conversation is inactive. The diagram below depicts how work segments are calculated with awareness of simultaneous customer interactions by a single agent.

1An unsatisfied customer message is a customer message with no subsequent agent messages

In some cases, the work segments extend back from an agent message to the unsatisfied customer message. In other cases, the segments are cut short due to activity on another conversation, or an event such as assignment.

The sum of all work segments on a given conversation is the total work time and is computed progressively as a conversation proceeds. Quiq exposes this information at several integration points and visualizes it in the Quiq Reports tab.

How to use the Work Time Metric

Work Time is a key productivity metric that can help you manage your workforce in an age of omni-channel engagement. Here are the three main use cases you’ll want to keep an eye on this metric:

  • Staffing Forecasts

Understanding the average work time requirement of customer interactions will allow you to staff appropriately as you direct more interactions to the messaging channel or in anticipation of busy periods.

  • Workforce Assessment

Work time can be used to evaluate individual agents or entire teams. Agents with the same responsibilities but disparate average work time metrics are indicative of under or over-performing agents.

  • Agent Workload Tuning

Quiq allows you to configure how many simultaneous conversations an agent may be assigned through a configuration known as the agent ‘soft limit’. The ideal number of simultaneous conversations varies by use case. Watching the average work time of your interactions while adjusting the soft limit will allow you to identify the optimal configuration. If the work time increases significantly after an increase to the soft limit, you know that agent context switching is taking a toll on your customer interactions.

Measure the productivity of your digital engagement

Messaging is a workforce management game-changer. With messaging, you can do a lot more with your existing staff. That includes decreasing Work Time, while actually increasing customer satisfaction scores. Customers prefer messaging because it puts them in control of the conversation and allows them to engage with a company on their time.

Just because the customer is in control of the conversation, doesn’t mean your contact center productivity is out of control. Agents will have the efficiency of asynchronous messaging and managers have Quiq’s Work Time metric for the data and insights to manage their workforce.

Messaging: Making The Right Choice

You’ve been chartered to deploy messaging and web chat in your contact center. You already have a CRM vendor and are hesitant to add any more complexity. You wonder if it is just easier to turn on the messaging and capabilities that your CRM provider offers.

Here are the  3 considerations to help you decide which path to take.

Treat Customers Like People, Not Cases or Incidents

1. Messaging is the new, always-on channel, so think about it differently. The reason you are considering messaging is because it is convenient for customers and offers them a better experience. So don’t just turn the messaging tool on within your existing CRM suite until you understand what you may be giving up when you just flip the switch

CRM systems, like and Zendesk, were built on “cases” and “tickets.” Since when do customers want to be treated like a case or a ticket?

The only way to deliver a customer-driven messaging experience is to choose a vendor that built it that way, from the ground up. Selecting an incumbent CRM vendor that has either purchased another company to get messaging functionality or tried to build messaging on top of a case/ticket-based system will only lead to frustration and failure.

cases and tickets stop and end, interrupted interactions that are one and done. Messaging conversations are continuous, persistent, connected ongoing dialog

Start the Transition from Contact Center to Digital Engagement Center

2. Do you remember when all the talk was about moving from a Call Center to a Contact Center? That simply meant that it wasn’t just about letting customers contact you via the phone. It meant adding and supporting other channels like email and chat to become a “contact center” in order to help customers reach a company on their terms. We are facing the same type of shift again.

Everyone knows we all have our mobile device practically sewn to our hands. Texting and messaging happens all day, every day, by each and every one of us. Ensuring your organization is prepared to handle all the digital engagement channels is critical. Today, the Contact Center manages phone calls, emails, and web chats in a synchronous fashion.

 Synchronous: Conversations where the customer and the company need to both be available at the same time - like a phone call or like most traditional web chats. Asynchronous: Conversations where the customer can communicate whenever they have time and the interaction is never closed down - like text messaging with friends.

A Digital Engagement Center takes the latest channels and manages them asynchronously. Customers never have to re-start and re-explain when they use messaging. The conversation becomes an ongoing dialog that never has to end.

How CRM & Messaging Fit Together

3. The decision to turn messaging and chat on within an existing CRM solution or to select a purpose-built solution is not easy, but it doesn’t have to be an either/or decision. A Digital Engagement Platform can be the connective tissue between the phone channel and your CRM application.

Your organization already has the tools in place to manage phone calls and you already have a repository for customer interaction history. Now you need one place to turn for all your digital interactions that can span texting, web chats, and social.

Quiq offers the Digital Engagement Platform purpose-built for asynchronous, always-on communications. It is the single application that manages SMS/text messaging, web chats, and social conversations. It is incredibly straightforward to integrate Quiq with your existing CRM system. You can also add the option to your phone channel (IVR) for customers to “press 3” if they prefer to text. See how the Digital Engagement Platform really is the connective tissue between your existing contact center systems.

Quiq makes it easy for customers to contact a business via Messaging, the preferred channel already in use with friends and family.  With Quiq, customers can engage with companies via SMS/text messaging, Facebook Messenger, Web Chat, In-App, and Kik for help with their pre-sales and post-sales questions. In return, companies get a digital engagement platform to communicate with customers. Learn more about Quiq today at

Digiday: Overstock’s customer service texts have a 98 percent open rate

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Quiq makes it easy for customers to contact a business via Messaging, the preferred channel already in use with friends and family.  With Quiq, customers can engage with companies via SMS/text messaging, Facebook Messenger, Web Chat, In-App, and Kik for help with their pre-sales and post-sales questions. In return, companies get a digital engagement platform to communicate with customers. Learn more about Quiq today at


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