Driving Credit Union Messaging Adoption: What Works?

Loan processing velocity, abandonment reduction and expired application rescues; collection prompts including repayment and delinquency; and contact center enhancement are areas text messaging helps credit unions spur member activity and interaction.

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How Messaging Transforms Customer Service And Support: A Visit With Bozeman Startup Quiq

Shep Hyken is a customer service and experience expert, keynote speaker and New York Times and Wall Street Journal, bestselling author. Recently, Shep shared why he thinks some brands have decoded how to connect with their customers. Read the Forbes article to hear Shep Hyken’s recommendation on using messaging to increase customer satisfaction.

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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 quiq.com.

 

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Impact: Best Practices for Getting Started with Conversational Marketing & Sales

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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 goquiq.com.

2018 is The Year of Text

This year is pivotal for companies to define themselves by, and for, the customer. The race is on to adopt technology that will enable companies to connect and engage with customers with the kind of convenience and ease they expect in all aspects of their lives.

While emerging technology like AI and bots compete for attention, customer service leaders shouldn’t take their eyes off the one thing the majority of smartphone-carrying people most commonly use their device for – text messaging. SMS/text messaging is the most preferred communication channel for the majority of consumers.

Adapting to the Customer

In a recent article, Shep Hyken, customer service and experience expert, speaker, and bestselling author, digs deeper with his recent Forbes article, “Getting Customer Support From Companies Will Be Easier In 2018”. The article states, 94 percent of Americans own a mobile phone, and 86 percent of them send 23 billion messages daily.

As the article suggests, companies have already started to adopt text messaging, making it easier for customers to avoid the usual roadblocks to finding and receiving support in a way that is convenient for them. While these companies are outpacing the competition by readily adopting this channel, many other organizations aren’t keeping pace.

Win-Win

Messaging allows customers to effortlessly connect with companies at any point in their journey via their preferred channel. That’s a huge win for consumers and leaps and bounds away from yesterday’s customer service experience when customers would have to interrupt their day to make a call, only to be placed on hold. Or worse, email and wait for hours or days to hopefully receive a response. While messaging is a major move to customer-centricity and more effortless engagement for the consumer, companies also realize big wins. Quiq clients who have adopted messaging for example have been able to reduce agent work time by 25% – 40% and have increased customer satisfaction scores by an average of 8 percentage points.

Messaging allows agents to handle multiple requests at a time. With Quiq Messaging, agents can handle service requests via mobile, chat, and social all within one intuitive interface. The asynchronous nature of messaging allows agents to manage multiple, simultaneous text messaging conversations at once, unlike emails and phone calls. In fact, Quiq’s messaging clients are handling an average of 7 conversations at a time

What’s Ahead

Business messaging provides customers with a natural way to connect. Technology, such as WhatsApp and Apple Business Chat, will prove to be driving forces behind many companies meeting customers where they already are – on their mobile phones. The emergence of these platforms is one of the reasons Mike Myer, Quiq CEO believes “messaging will become an imperative for companies to adopt messaging in 2018.”

Read the full Forbes article to learn more about how messaging will make customer service easier this year as well as Shep’s advice on using bots. If you’re ready to make customer service easier in your organization we’d love to show you a demo. Fill out this short form to get started.

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 at quiq.com.

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Getting Customer Support From Companies Will Be Easier In 2018

Shep Hyken is a customer service and experience expert, keynote speaker and New York Times and Wall Street Journal, bestselling author. Recently, Shep shared why he thinks some brands have decoded how to connect with their customers. Read the Forbes article to hear Shep Hyken’s recommendation on using messaging to increase customer satisfaction.

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Credit Union Journal: Credit unions’ call center chatter turns to texting

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Call Center Chatter Turns to Texting

Across all demographics, consumers are adopting text messaging as the preferred way to communicate with businesses. Recently, the Credit Union Journal published “Credit Unions’ call center chatter turns to texting”, highlighting the surprising results that credit unions are realizing through messaging.

Credit Unions are engaging members on everything from branch hours to collection reminders. Read more to see why so many CU members are rapidly adopting messaging.

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 goquiq.com.

Megan Weller can #codelikeagirl | Women’s Month 2018

Quiq’s Very Own Megan Weller

Megan Weller, a front-end software engineer at Quiq, is born and raised in Billings, Montana. When Megan isn’t crushing code, she’s working creative magic in other pursuits. This Women’s Month, get to know this talented developer who isn’t afraid to #codelikeagirl.

Q: Tell us a bit about yourself, and when you discovered a love of tech.

I discovered my love for tech at a young age. I was always naturally inclined to technology and soon became the go-to for tech support in my family. Although I did start my college career in graphic design, I took a web design class and discovered that I liked the coding part even more than the design part. The core reasons why I wanted a career in tech is that I enjoy problem-solving, design, and creating.

I like to think that I have a pretty creative eye when it comes to design and structure. As side hobbies, I enjoy calligraphy, interior design, woodworking, and designing invitations for my friend’s weddings and bridal showers. I’m creating something out of nothing with these tools that I have.

I think coding goes hand in hand with creativity. You have a blank slate and there are so many possibilities on what to create, how you’re going to do, and how it will be built. There will always be problem needed to solved and I do love a good puzzle. I never knew what I wanted to be when I was growing up, but when I realized that software engineering was a strong possibility, it felt like something just clicked and I knew it was right for me.

Q: What do you love about technology and what developments are you most excited about?

One thing I love about technology is that we are creating simple solutions to problems people didn’t know they had. Making applications and solutions to make life easier and more convenient. Take Quiq for an example, I could call the customer service hotline at a company but then I’m on hold for maybe 30 minutes and transferred several times. But texting a customer service number, and conversing that way is more convenient for me because it’s on my time and makes whatever problem I have so much easier to resolve.

Q: What are the skills or career paths that may be exciting prospects for women now and in the future?

I think this year and the past few months have made this day more important than ever. Women are rising up in the workplace and demanding equality. While I was in school and now as an alumnus, I attended events and groups dedicated to women in tech and engineering. I’ve heard speeches from trailblazing women like Sheryl Sandberg, COO of Facebook, Susan Wojcicki, CEO of Youtube, and MSU alumni like Jean Sweeney, a VP at 3M, and many more. All women had one common advice, which was to work hard and have ambition. There are some gender obstacles in the way, but they will not be the deciding factor. A career in tech is extremely rewarding and I’m happy I made my decision to get a degree in Computer Science. I’m excited to see where my career takes me and the changes made in the tech industry, where we one day will have gender equality. As Sheryl Sandberg put it, “In the future, there will be no female leaders. There will just be leaders”.

Quiq Celebrates #womenthatcode for Women’s Month – Q&A with Gretchen Dickie

Adjusting to growth can be challenging and change can be hard for some people, but Gretchen Dickie, Senior Quality Assurance Engineer makes it look easy. From major career moves to the frequent and fast-paced changes in technology, Gretchen has been able to identify and seize opportunities that have helped her move forward as a one of many #womenthatcode.

As part of our International Women’s Day series, we invite you to get to know a bit more about the women at Quiq who are helping to move technology forward. We’re proud of the talent we have at Quiq and are excited to share the stories of the women that are helping to make this company a leading software for text messaging for business.

Q: Tell us a bit about yourself, and when you discovered a love of tech

The elegant logic of science and math has always fascinated me and led me to BS degrees in Medical Technology and Microbiology. It also led to a cross-country move from Wisconsin to a job as a Clinical Laboratory Scientist in a small hospital in the mountains of Montana. After being lucky enough to take some time away from my career to spend the early years of my son’s & daughter’s lives at home with them, I decided to return to school to pursue a new career path.

Technology professions were barely on anyone’s radar the first time I was in college but now offered seemingly endless possibilities. An MS in Computer Science exposed me to a new world of software design, theory, programming and problem-solving, and bonus – I got to take more math classes! After finishing my Master’s I joined RightNow Technologies (later acquired by Oracle), and held positions of Support Specialist, Business Systems Analyst, and Quality Assurance Engineer.

I’m now Sr. QA Engineer with Quiq, where I’m continuing to pursue my passion for contributing to the creation of software that can actually make people’s lives a little less frustrating.

Q: What do you love about technology and what developments are you most excited about?

What do I love about technology?  Each day brings new challenges & opportunities that allow me to continue learning – no matter what your age is, there’s something new to learn every day.  I enjoy everything that goes into releasing software – witnessing the innovation and ideas the team comes up with every day, contributing to design decisions, implementation, testing, and seeing the outcome of all the hard work in the product we release to our customers.  Things move fast here and are always changing – tech careers are never boring!

#womenthatcode

Q: What are the skills or career paths that may be exciting prospects for women now and in the future?

My path to a technology career was a long journey with lots of turns, but it’s proof that the possibilities are endless if you decide to take that path – and the exciting thing is, even after you get to your destination, there may be surprises.  After getting a CS degree I fully expected to pursue a career as a software engineer, but along the way, I discovered that I loved other aspects of this profession more than coding.

There are so many options available in this industry that no one should limit themselves to a narrow view of what technology professions look like.

Credit Union Journal (Press Release): Quiq Adds Eight Major Credit Unions, Accelerating Financial Sector Momentum

Quiq Adds Eight Major Credit Unions, Accelerating Financial Sector Momentum

Offering Messaging Attracts Millennial Customers,
Improves Customer Satisfaction, and Decreases Costs

BOZEMAN, Mont., March 06, 2018 — Quiq, a leading provider of messaging for customer service software, today announced that the company has added eight credit unions to its customer base, which signals strong momentum in the financial sector for the fast-growing firm. Combined, the eight credit union clients now give more than 720,000 members a messaging option to handle customer service issues, which improves member satisfaction, increases response rates, and lowers costs.

Quiq’s credit union clients include Alabama One Credit Union in Tuscaloosa, AL; the Educational Employees Credit Union (EECU) in Fort Worth, TX; Ent Credit Union in Colorado Springs, CO; GenFed Financial Credit Union in Akron, OH; Red Rocks Credit Union in Highlands Ranch, CO; Land of Lincoln Credit Union in Decatur, IL; Pima Federal Credit Union in Tucson, AZ, and Southern Chautauqua Federal Credit Union in Lakewood, NY. Shaa Moore, System Administrator at Southern Chautauqua Federal Credit Union, credits the addition of Quiq’s customer service messaging solution with an uptick in membership:

“We’re attracting the younger generation with a modern communication channel,” Moore observed. “Members think it’s ‘cool’ and tell their friends about it. Our member response time has gone from 10 minutes or more by phone to 1 minute via inbound text messaging. Now, our members are more likely to contact us because we’ve made it easy. We’ve also used outbound messaging to remind members of past-due payments. On one day alone, we received 32 payments. Past-due collections calls typically generate a 1 to 5 percent response. Thanks to outbound text messaging with Quiq, our collections recoveries have increased over 75 percent. This was unexpected and amazing.”

“We decided to add a messaging option because that’s how our members communicate with their friends and families, and we felt that many would want to use the same channel to talk to their credit union,” said Jason Halperin, Chief Lending Officer at Alabama One Credit Union, who is currently implementing Quiq. “Our goal is to increase digital engagement with our members across the board, while appealing to millennials, who clearly prefer to use messaging. Use of SMS is associated with higher response rates, which we hope will reduce delinquencies and aid in collections, and we’re also hoping to see an increase in loan pull-through rates and velocity.”

Quiq’s messaging solution presents messaging conversations to agents and if an agent is handling multiple conversations simultaneously, Quiq automatically prioritizes the conversations based on the pace and responsiveness of the member, so the agent can ensure timely responses and high member satisfaction.  Quiq’s Messaging also offers more sophisticated features including inbound and outbound messaging, routing, queuing, transferring, and collaboration on a single, omni-channel platform that can handle SMS/text messaging, web chat, and Facebook Messenger. This eliminates the need to log into multiple platforms to manage member conversations, which enhances agent productivity. Finally, Quiq delivers comprehensive reporting and analytics from all the messaging channels to support continuous improvement of the member experience.

“Members increasingly expect to be able to message financial institutions like they do companies in other industries,” said Mike Myer, CEO and founder of Quiq. “We’re excited to work with our credit union clients to help them improve response rates through digital engagement. With Quiq, credit unions work more efficiently on a single platform that encompasses multiple digital communication channels, while giving customers the messaging options they expect.”

To learn more, please visit quiq.com or contact the company via text at (646) 887-8398.

About Quiq

Our mission is to improve the way customers communicate with companies. 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 now engage customer service via SMS/text messaging, Facebook Messenger, Web Chat, and Kik, for help with their pre-sales questions and post-sales support. Find out more at https://quiq.com/.

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Quiq Celebrates International Women’s Day – Q&A with CMO, Dani Wanderer

Quiq Supports International Women’s Day

Quiq is proud to support International Women’s Day by highlighting three of our own Quiqsters who are helping to move technology forward. Our first profile is our very own CMO, Dani Wanderer. Dani has been working for tech companies for over 25 years. She’s helping move technology forward by supporting and mentoring incredible women to pursue their dreams, fight for what they want, and provide opportunities to help them succeed.  Aside from being a mom of two and avid hiker, Dani is the only Bozeman-based board member for Make-A-Wish, and working to make lives better for critically ill children.

Q: Tell us a bit about yourself, and when you discovered a love of tech

I didn’t start off with a love of tech. I started off with a passion for languages and studied French, German, Spanish, and Latin in high school. At the time, I wanted a foreign language to be part of my job but knew that just majoring in a language in college was not going to result in a high-paying job. I decided to add a business to my degree and pursue international business, and as I entered college, I selected German over the other languages I had studied. This was primarily due to the fact that the Berlin Wall was coming down during that time and I thought there would be a great opportunity to live abroad and work in a German business after graduation.

“Sometimes the path you plan to take has some roadblocks and other paths open up.”

Sometimes the path you plan to take has some roadblocks and other paths open up. I had planned to attend Thunderbird for my masters and thus had selected Arizona State University for my undergraduate school. My mom and I visited the ASU campus and after seeing the campus and meeting the counselor, that it was clearly not the place for me. Being a planner and hater of change, not to mention a teenager, I was devastated. My mom, bless her, decided to drive me down to Tucson to see the University of Arizona. Despite being a very reluctant and negative participant on this detour, the first person I met there actually asked me what I was interested in doing and where I saw myself after graduation. Those questions revealed a whole new opportunity that was just perfect for me. U of A had just launched what they called a 3/2 program, which was a 5-year program where participants would receive a liberal arts degree in 3 years and a masters in 2 years. I was one of the first people to take on that challenge – keep in mind it can take some undergraduates 5 years to get one degree and I was going to have to buckle down to get 2 degrees in 5 years. The upside benefits were that I could still get a degree in a language and also end up with a masters degree in finance, but also, as an out-of-state, working student, I could minimize the years of tuition and student loans.

So, how did I discover my love for tech? It came when I was recruited out of the U of A for a job with Hewlett Packard. Growing up in Omaha, Nebraska did not afford me much exposure to tech, not to mention I grew up with more “blue-collar” than white. Hewlett Packard was under the leadership of John Young and then Lew Platt, so the HP Way was very alive and well. That is where I discovered and fell in love with tech.

Q: What do you love about technology and what developments are you most excited about?

What do I love about tech companies?
– the speed at which they move
– the constant change and continual innovation across every single team, not just product/engineering
– addressing new and different challenges every day
– the energy of the culture and people

Q: What are the skills or career paths that may be exciting prospects for women now and in the future?

I believe that we should continue to encourage women in business, supporting their path to senior leadership, and becoming a CEO is still a huge opportunity. There are still only 27 female CEOs in the Fortune 500–that is 5%!!! Encouraging women to go into business and work their way up through the ranks and grow their skills must still be a priority.

BizReport: Top 5 Tips to Improve Social Customer Service

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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 goquiq.com.

evo Adds a Texting Option for Customer Service

Retailer Expanded Service Options

When outdoor gear and apparel retailer evo started to use messaging for customer service, it caught the eye of Internet Retailers. Read how this retailer expanded service options and improved agent productivity while keeping on increasing revenue. Read Article

About Quiq

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 quiq.com.

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Quiq Featured on FierceCEO

Customer Service Texting

It’s one of the hottest topics in customer service – customer service texting. Mobile devices are embedded into our daily lives and now, companies are looking for ways to make customer service texting a reality. The ability for companies to engage with customers through their mobile devices on a preferred and convenient channel is already here.

Mike Myer, CEO, Quiq took some time to sit with Karen Talley at FierceCEO to talk about texting for customer service. Read the article to find out why 2018 will be “the breakout year” for texting as a customer service solution and what the future holds for texting.

About Quiq
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 goquiq.com.

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