Making It Easy For Both Customers And Agents
Now when a customer wants to know the status of an order, or if a specific product is in stock, or a specific store location, he/she can simply text Office Depot. In less than a minute, customers are receiving a comprehensive reply to their initial text message and the entire conversation is generally completed in ten minutes or less. Consumers are reacting positively about the speed in which Office Depot’s customer service representatives are responding to the inquiries and the convenience text messaging affords them.
This initiative took only 30 days to implement, including the integration to Oracle Service Cloud and the training of customer service representatives. In addition, representatives in the contact center now only need to log into one system to view all channels, including messaging. This allows reps to be more efficient when responding to over 500 conversations with customers a day, which peaks at 2,000 conversations when running key promotions
Sharing The Text Messaging Channel Internally
Office Depot showcased the Quiq messaging channel to its associates by capturing internal feedback in real-time, via text during a recent Town Hall meeting. They wanted to show the rest of the organization this innovative technology. Associates sent videos and messages quickly and easily via text instead of with a traditional survey.
Office Depot’s Business Solutions Division (BSD) started implementing Quiq’s messaging channel with its sales team to obtain quicker replies to inquiries when meeting with customers, instead of sending in an email or making a phone call.
Office Depot plans to incorporate social media, specifically Facebook Messenger, into the messaging channel, allowing representatives to quickly respond to incoming customer inquiries via Quiq Messaging. In addition, messaging will be expanded to support the company’s B2B customers.