Direct Digital: Augmenting Customer Service With Multi-Channel Messaging

Giving customers choices and standing out from the competition—that’s what Direct Digital wanted. Their customer service department always strives to deliver excellent service. However, using the traditional communication channels, such as phone and email, just wasn’t enough.

“From a manager’s perspective I really like how I can help my agents respond to customers when needed by using the collaboration functionality in Quiq. It’s super easy to use and we can ensure customers get their questions answered correctly and quickly.”

Lauren Adcock, Senior Manager of Customer Service

They decided to offer customers the opportunity to reach them using messaging – text/SMS, Facebook Messenger, web chat, and IVR to text. Wanting to make it even easier and more convenient for customers to contact Direct Digital, and offering a more comfortable way to ‘talk’ to agents, they chose Quiq.

Now, with Quiq Messaging, Direct Digital is supporting three of their major brands, Instaflex, Nugenix, and Peptiva with multi-channel messaging—text, web chat, and Facebook Messenger. When customers have product inquires, questions about returns, or shipping questions, they can reach Direct Digital’s experienced contact center by using one of these messaging channels. When customers have questions about a product purchase, they can choose how they want to engage, making it super easy to get answers quickly. Customers go away happy and healthy, getting their questions answered in just a few minutes.

Easy for Agents and Managers

Since Quiq is so intuitive, all of Direct Digital’s in-house contact center agents are trained to manage these messaging conversations, along with email and phone calls. They can shift between whichever channel they need to, allowing for equal distribution of inquiries, regardless of brand. The contact center does not skip a beat when in-house agents are out. As the business has grown, Direct Digital’s outsourced agents pick up the overflow messages to ensure customers are responded to quickly, especially during weekends.

When managing over 1,000 message conversations monthly, the majority of them via text, Direct Digital appreciates the ability to use pre-built responses to easily train new agents and allow agents to quickly respond to customers with commonly asked questions. Managers like the opportunity to assist agents when responding to customers using the collaboration functionality offered by Quiq, which ensures customers aren’t put on hold.

The Future is Bright

This is just the start for Direct Digital. They plan to expand the use of messaging to other sections of their brand websites. You will soon see messaging available on its various ecommerce sites and check-out pages to allow customers to ask questions during these critical interaction points. As its contact center continues to grow, Direct Digital will look to use routing rules in order to get the right messages to the right agents throughout the day.

About Direct Digital LLC

Direct Digital LLC develops and markets wellness and nutritional supplements in North America and internationally. The company distributes its products direct-to-consumers and through major retailers.

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 at quiq.com.

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