Peak times, like severe winter weather and high volumes of emergency calls, had Williams looking for a way to better manage customer needs. They also wanted to allow dispatchers to handle more customer inquiries while maintaining their level of service.
Quiq Messaging has been the answer. Now customers can contact Williams via text, web chat, and Facebook Messenger—and they are happy about it. When a customer calls Williams, they are presented with the option to text instead. Mobile website visitors can simply press the “Text Us” button to start a conversation with Williams’ Service Team. And a website visitor can choose to simply start a chat conversation. Whichever messaging route a customer chooses, they can receive free service advice to try to resolve their problem. If the problem cannot be solved, they can simply schedule a technician – all via messaging.
“Allowing our customers to reach Williams via messaging has already proven to be successful and we are just starting. We are hitting our key call abandonment goals of 5-8%, which aligns directly to our ability to deliver a superior customer service experience.”
Quin Williams, CEO, Williams Plumbing & Heating Inc.
With a ‘text us’ button on the mobile website, chat on the desktop site, and Facebook Messenger also routed into Quiq Messaging, it’s easy for customers to reach Williams. It has even launched a TV commercial promoting this new communication channel for its customers. Customers must be catching on—the number of messaging conversations has increased 5X since launching Quiq. And even more, telling is the call abandonment rate has dropped from 12.92% down to 5-8% on any given day because customers are choosing to transfer to text messaging rather than waiting on hold.
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Easy for Their Employees
With Quiq’s simple user interface, dispatchers can manage text, web chat, and Facebook Messenger in one easy-to-use tool. All conversations are easily captured in the dispatching software, including any photos, maintaining a complete customer interaction history regardless of the channel. Dispatchers can manage multiple customers simultaneously and can get all of the answers before replying, providing a seamless customer experience. There are fewer voicemails to respond to each morning because customers are choosing to send a message, allowing dispatchers to quickly reply when arriving in the office.
Employees are also taking advantage of Quiq internally to message Human Resources with insurance and payroll questions for a quick response. And just because a technician may be on light duty due to medical issues, they will still be able to work by responding to customers’ questions via messaging.
About Quiq
Williams is changing the way construction projects are delivered. With offices across Montana, Wyoming, and North Dakota, it specializes in providing quality plumbing, civil construction, HVAC, green energy, and consulting services for any size project. Superior service and collaboration have been a long-time staple for its business, setting it apart from its competition.
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.
