“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.
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.