During a vacation ski trip in Jackson Hole ski resort in Jackson Hole, Wyoming, VP of Sales, Ryan Thompson. noticed that the resort was using a text feature on their mobile app. The resort also uses Quiq to provide immediate help to ski resort guests and answers all types of questions about ski rentals, weather conditions, and even which lifts are open – all through the messaging channel.
When Ryan saw how Jackson Hole Resort used messaging to effortlessly communicate with their guests, he was impressed with the ease and convenience this service offered and knew right away it was something he needed to look into for Smith Thompson. As VP of Sales, Ryan recognized that no one wants to call a company and sit in a hold queue.
Ryan wanted a more welcoming way to engage with customers who otherwise might be hesitant to reach out because they think they are going to sit in a hold queue only to talk to a salesperson in a high-pressure situation. Smith Thompson doesn’t work that way and views messaging as the channel that would allow consumers to quickly and easily get the information they need to make a no-pressure buying decision.
“Consumers want the ability to take the conversation with them wherever they go.”
– Ryan Thompson, VP of Sales, Smith Thompson
The shift from handling thousands of calls daily
Before implementing messaging, Smith Thompson handled one to two thousand calls a day. Phone calls may fluctuate based on the season, but there is a pretty steady influx of daily email and phone calls handled by just the company’s service agents. After a quick implementation of Quiq, phone calls rapidly started to move to the messaging channel.
Similar to the phone calls received, half of the conversations are service related with the balance being sales inquiries. The company expects to see messaging conversations increase as more customers look to get their new system installed during the spring and summer before heading out on their own vacations.
In addition to phone and email, there was also the occasional Facebook message. Before Quiq, the direct messages received on Facebook didn’t fit into the normal workflow. Agents had to log into the company’s Facebook platform to handle these inquiries. Now, when agents log into Quiq, they can handle and resolve messages received from multiple channels – SMS/text, web chat, and Facebook – all in one place.
When the busy season rolls around, Smith Thompson will be well prepared to handle a spike in conversation volume. With messaging, agents can handle multiple conversations at a time because of the asynchronous nature of this channel. Quiq’s Adaptive Response Timer, which automatically prioritizes conversations based on how quickly or slowly the customer is responding to the agent, is one of many features that helps customer experience representatives increase productivity and handle multiple conversations at a time.
Driving Sales with Messaging
In providing a convenient new channel for their customers and prospects to easily engage with them, Smith Thompson made their sales process better as well. Prior to messaging, customers who wanted to switch monitoring services would have to have a technician come out to see if the security hardware they already had installed was compatible with Smith Thompson’s monitoring services.
Now, when prospects call in and request to switch to Smith Thompson, they can simply snap a picture of their current hardware and send it to the agent during the messaging conversation.
The company reports that the messaging channel converts about 30%-40% of their conversations to sales.
Smartphones have become a central part of consumer lives and the ability to control smart devices around your home, such as doorbell cameras and thermostats, have become an often standard part of home security. Smith Thompson recently introduced home automation to its line of products and services, waiting for more the more stable second generation home automation capabilities. The company has just started to promote the new line of services which include full smartphone control of its available locks, lights, thermostats, and cameras with plans to promote this new service more heavily.
In addition to promoting its home automation products, the company would like to use messaging as a way to further differentiate itself in the marketplace. Smith Thompson promotes the messaging channel across its website, as well as on their mobile “Contact Us” page. Smith Thompson sees this feature as a way to set itself apart from competitors. The company has set itself apart from others in the market by making it easy to work with them and sees the ability to text for pre-sales consultation and post-sales support an extension of their ability to serve families. Smith Thompson plans to broadcast the new feature in upcoming ads.