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Jackson Hole Mountain Resort: Expanding Its Customer Service Channels

Jackson hole puts customers first

Priding itself on a superior customer experience, Jackson Hole wanted to expand customer service channels to make sure its customers could reach them however they liked. Already providing customers the option to contact the resort via phone and email, it needed a more cost-effective live chat platform to complement these channels with text messaging. Allowing customers to choose whichever channel they prefer would align perfectly with the resort’s desire to deliver a premium experience.

Turning to Quiq, Jackson Hole rolled out a new text messaging and chat platform for its customers. Now when a customer is on the online store or brand site they are presented with the appropriate communication channel automatically. Customers can easily reach the resort by sending a text message from a mobile device or engaging in a live chat conversation if they are using a desktop computer.

“I am really pleased with how customers are using messaging to reach our staff for quick questions. This helps free up the reservationists to respond to customer questions that need to be answered via phone such as placing an order.”

Kim Essensa, Guest Services Manager

Answer Customers’ Questions Quickly

When customers have questions about tram hours or recent snow amounts, they simply just send a text message or start a live chat to get their questions answered quickly. Or customers can send a message to Jackson Hole’s guest services to put their minds at ease about when the lifts are up and running. It’s easy and fast, and exactly what customers have grown to expect in this world of instant information.

Because the Quiq messaging platform is so intuitive, reservationists can easily bounce between all channels. Training is a breeze with the staff picking it up within minutes. And by using the pre-built responses, managers can ensure customers receive a consistent and accurate response no matter which reservationist responds. Jackson Hole is seeing that the majority of its inbound inquiries are now in the form of text messages. And even more, phone calls have decreased and overnight email volume has dropped by 75%.

About

Jackson Hole Mountain Resort is a skier and snowboarder paradise with 4,136 continuous vertical feet, 2500 acres of the best beginner, intermediate, and expert skiing and snowboarding, and a genuine “Last of the Old West” feel.

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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Author

  • Mike Zinne

    Mike Zinne is the Chief Experience Officer at Quiq, leading Client Services, Customer Support, Customer Success, Solution Consulting, and Professional Services. He lives by a simple business mantra: to make customer relationships more meaningful, personal, and productive. Before Quiq, Mike was the Chief Customer Officer at Outreach, the VP of Customer Experience at Zendesk, and the VP of Sales Consulting at Oracle where he led a team of more than 120. Mike has a proven track record of building and deploying world-class customer success teams. He has successfully managed global customer success organizations and thrives on delivering simple approaches to customer experiences. While his passion is customer delight, Mike has experience in a wide range of executive roles and is an asset in managing profitability and growth in SaaS organizations. Outside of work, he enjoys the great outdoors. Mike is an avid skier and loves summer water sports. You can also find him chasing around his two young children or hiking in the beautiful Pacific Northwest.

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