Since 2020, we’ve all become accustomed to shopping online even more so than before the pandemic. Working with Statista to gather data, Newsweek plucked out 1,000 e-commerce stores and identified them as this year’s best of the best. We’re thrilled to see so many Quiq clients on Newsweek’s list of Best Online Shops 2021, which recognizes brands that offer first-rate customer experiences.
We’d like to wholeheartedly congratulate these hardworking brands, who are committed to elevating their customer experiences. To celebrate, we thought it’d be fun to spotlight a handful who made the list, as well as how they’re getting ahead with Quiq.
Here are a few Quiq customers who made the list:
Newsweek score: 7.68 | lanebryant.com
Lane Bryant deployed an automated sales assistant with Quiq to help customers find the right product. With integration to True Fit, customers easily find their right size, too. And the automation seamlessly hands sessions off to an agent to complete a sale when necessary.
Lane Bryant’s smooth handoff and automation are paying off by making their customer experiences more personal. The brand found that users who engage with their automated assistant are 3x more likely to convert to a sale, and have a 20% higher average order value (AOV).
Newsweek score: 8.64 | bluenile.com
Through conversational design and intelligent routing, Quiq identified instances that were sales opportunities and should automatically be escalated to a Diamond Expert. Quiq also ingested FAQs to help contain service-related questions when possible and did NLU training to interpret care issues that needed escalation.
Based on the customer’s intent, the chatbot is able to determine whether the query could be completed via self-service or if Diamond Expert assistance is needed. This sophisticated routing is supported with a handoff integration to seamlessly connect to experienced agents, who are ready to respond to inquiries better suited to human resolution.
In a short 5 months with Quiq, Blue Nile converted 10% of phone calls to messaging. They’re on track to move 20% of inbound calls to messaging.
Bob’s Discount Furniture
Newsweek score: 8.12 | mybobs.com
Bob’s partnered with Quiq to deploy an IVR to SMS strategy, allowing callers to opt into SMS based on their reason for contact. Quiq’s automation then engaged with customers to pre-fill Zendesk tickets and attach photos before passing them to an agent to take over.
Next, Bob’s expanded BobBot to a conversational web assistant built to resolve common inquiries related to product issues, product questions, delivery tracking, FAQs and more—while handing users off to an agent when necessary.
Lastly, Quiq and Bob’s set up data feeds to allow for delivery and service scheduling and rescheduling to be completely automated, saving agents time and providing customers with quick and seamless service.
Newsweek score: 8.60 | officedepot.com
Office Depot is championing self-service with SMS text messages, Apple Messages for Business, and Google channels powered by Quiq. They’ve also integrated Quiq chatbots with Oracle Service Cloud and Oracle Digital Assistant (their chatbot) for order status self-service via SMS. Office Depot’s customers can get key info like order confirmations and statuses via their preferred communication method.
Newsweek score: 8.07 | overstock.com
Overstock empowers customers to communicate with them over several direct messaging channels, including SMS and Apple Messages for Business. The brand also powers outbound order status SMS notifications with Quiq at a high volume. And because Quiq’s notifications are responsive, Overstock’s customers can reply back to SMS texts and get connected to an agent.
With all the options customers have today, brands have to meet increasingly high expectations. We’re honored that these businesses have chosen to partner with Quiq to meet customers’ needs while advancing business goals—and that they are being recognized for their incredible devotion to customer experience.
Curious about how Quiq can help your business improve customer experience, CSAT, and revenue? Book a demo with us today.