Luggage Free: Unpacking The New Customer Experience

Luggage Free ships your luggage worldwide giving customers the option to travel without the hassle of their bags. The company provides white glove service that is all about convenience, so naturally, they wanted to make the ability for customers to contact them simple and straightforward.

Over the last ten years, the Luggage Free team has seen mobile searches steadily climb. As searches on mobile and tablet eclipsed their desktop searches, the team looked at their engagement from a user experience point of view. They wanted to make communication easy and decided to deploy Quiq’s chat and messaging channels.

“Text transcends a customer’s whole life. They no longer need to be at their desktop to engage with us. They can send us a chat or a text and go on about their lives. Then, instead of getting an email, they receive a real-time alert when their bags are delivered.”

Jeff Boyd, President, Luggage Free

SMS Software for Better Mobile UX

Luggage Free supported chat, email, and phone channels to engage with customers, but they wanted to be at the front of the competitive curve by offering text messaging. As President, Jeff Boyd puts it “Some people live and die by their email and check it all day, some only check it once a week, but even the ones that check it once a week are always on their phone and we know they constantly check their text messages.” With Quiq Messaging, chat and text messaging are where the vast majority of Luggage Free’s customer interactions take place.

Luggage Free has a worldwide reach and messaging allows customers, no matter what time zone they’re in to reach either of the company’s offices. Their offices are closed for only 6 hours per day worldwide, and Quiq’s messaging platform offers customers who need support outside of business hours, something more dynamic than an automated out of office email. The messages are queued and responded to immediately when agents return to the office.

What’s Next

Following a smooth implementation and ramp up with Quiq Messaging, the company has seen success with pre-sales interactions and can easily communicate with customers during the purchase, booking, and pickup process. Outbound notification messages are next, with an eye towards alerting customers that their bags have been picked up and then delivered to their final destination.

About 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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