business messaging Archives

Turning Chatbots Into Virtual Shopping Assistants

Posted on November 22, 2021July 10, 2025 The Quiq Team

These days, brick-and-mortar retail is quickly giving way to online shopping. By 2022, eCommerce sales are projected to reach over $850 billion — and it doesn’t seem like the growth of online shopping will be slowing down beyond that. Many consumers have a preference for convenient shopping experiences — and what’s easier than shopping from the comfort of home? However, what hasn’t changed is the fact that shoppers want assistance if they have a problem or question. That’s where virtual shopping assistants shine.

Virtual shopping assistants are support bots that can directly support consumers as they browse. While being available around the clock, these assistants can answer questions, resolve problems, and provide suggestions to consumers, all from the convenience of a chat window.

In this guide, we’ll provide all the details on virtual shopping assistants, including the benefits to shoppers and retailers, how retailers are using chatbots as virtual shopping assistants, and how to get started with Quiq.

What Are Virtual Shopping Assistants?

A virtual shopping assistant is essentially a chatbot that converses directly with online consumers. These assistants work by using a combination of machine learning and language processing software to understand shopper queries and match them with appropriate solutions. As these assistants conduct more conversations, they learn more about consumers’ preferences and language patterns, making the bot more effective over time.

Digital shopping assistants are commonly installed on a store’s website. When a new visitor comes to the website, these assistants automatically greet the shopper through a chat window, offering assistance and notifying them of any current promotions. The potential consumer can then type responses into the chat window to ask questions or request recommendations, which the assistant will answer in a matter of seconds.

Why Do Consumers Like Virtual Shopping Assistants?

Virtual shopping assistants are quickly becoming a staple in the retail industry, especially with younger generations. There are many reasons for this preference, ranging from response time to personalized answers. As a result, 65% of American shoppers prefer self-service through tools like chatbots.

Here are a few specific reasons why consumers enjoy communicating with an online shopping assistant:

Quick responses: Digital shopping assistants provide instant answers to all questions a consumer may have. Chatbot assistants can pull information about orders and deliveries, provide recommendations, and even assist with common problems and complaints. If a shopper has a simple question, they won’t have to wait for a response to a customer support ticket, which can possibly deter them from making a purchase altogether.
Round-the-clock assistance: Virtual shopping assistants don’t have to work in a certain timeframe. These bots can provide information around the clock, no matter the time of day. Bots can also handle hundreds of inquiries at once, meaning consumers don’t need to wait for the next available agent to answer their questions. With a virtual assistant, consumers can get the answers they need when they need them.
Personalization: Chatbots can store information based on shoppers’ accounts, allowing for enhanced personalization. These virtual assistants can use data regarding a consumer’s past purchases and behaviors to make informed recommendations.
Faster experiences: Virtual assistants can quickly pull information to answer consumers’ questions, allowing consumers to make faster shopping decisions. Some chatbots even allow consumers to complete purchases from the chat window, making for a speedy shopping experience.

On top of these benefits, younger generations are more open to embracing new technologies like digital shopping assistants and are more excited to use platforms that integrate AI.

Benefits of Virtual Shopping Assistants for Retailers

In addition to benefitting consumers, digital shopping assistants can also give retailers an edge in the market. These platforms help retailers achieve advantages like cost savings and increased sales, so an investment in chatbots makes a real difference. Additionally, retailers that want to be on the cutting edge of eCommerce technology can expect to reach and develop relationships with consumers who enjoy those new features.

Some of the most significant benefits online shopping assistants offer retail businesses include:

Cost savings: Virtual assistants take the workload off live agents by automatically handling the majority of inquiries. Instead of hiring new members for an internal support team, retailers can implement a virtual shopping assistant that handles most questions and complaints. This concept reduces the number of live agents needed, allowing them to focus on the most complex problems and inquiries while the chatbot resolves questions.
Data collection: eCommerce chatbots can easily collect information about consumers and their preferences by saving their behaviors and purchases in a database. This information is invaluable to retailers, providing demographic and preference information that can be used to create powerful targeted marketing campaigns.
Improved consumer relationships: Virtual assistants provide 24/7 support and a personalized experience, which helps to create more positive experiences for shoppers. As a result, retailers have a chance to build relationships with shoppers, encouraging them to come back in the future.
Increased sales: Online shopping assistants can also help generate more sales through upselling and cross-selling, offering upgrades and related purchases at the check-out window. Additionally, online shopping assistants can send out reminders to consumers that have abandoned their carts, encouraging them to follow through with their purchase.
Competitive advantages: All of these benefits equate to an advantage over competitors, especially those that don’t use chatbots. If a shopper sees that a retailer has chatbot capabilities on their website, they’ll be more likely to stay on their website and make a purchase.

Due to the significant benefits of virtual shopping assistants for both retailers and consumers, it’s easy to see why these tools are quickly taking over the retail industry. eCommerce chatbots are expected to increase consumer retail spend to $142 billion by 2024, meaning more retailers will likely adopt chatbots over the next three years. With the continuing boom of eCommerce, retail businesses can use chatbots to meet consumer expectations going forward.

How to Use a Chatbot as a Virtual Shopping Assistant

With all the benefits of digital shopping assistants, many retailers are looking to implement their own within the next few years. While there are many advanced options available, eCommerce chatbots are still the most common type of virtual shopping assistant. These tools are popular due to their versatility and relative ease of implementation.

It’s key for retail leaders to understand how to use a chatbot as a virtual shopping assistant to ensure they maximize their effectiveness. These assistants have several capabilities. As a result, retailers may want to use them differently depending on their unique needs.

Some essential functions chatbots can fulfill to become virtual shopping assistants include:

Engage visitors: Chatbots are a great way to engage new visitors on a site without being intrusive. Shoppers can interact with the chatbot as much or as little as they want, but they’ll always have the option available to them. Retailers can also ensure every chatbot offers the same level and quality of information to consumers, whether that’s information about products and promotions or updates on orders.
Respond to questions: One of the most common ways to use chatbots as virtual shopping assistants is as an interactive FAQ page. Visitors can type in their questions, and the AI will determine the best response. This way, consumers don’t need to get frustrated while hunting down information — their virtual assistant can provide them learn more about products, shipping costs, refund policies, and store hours with a simple query.
Provide product recommendations: Virtual shopping assistants can also be programmed to provide product recommendations. Using data collected about a shopper’s immediate needs and past behavior and preferences, virtual shopping assistants can show one or more product options that would likely suit the consumer. This chatbot feature is a surefire way to enhance consumer experiences, as product recommendations both simplify and speed up the shopping process.
Order information: Every online shopper is excited after they place an order online, and are looking forward to getting confirmation and information about their order’s progress. While consumers often get this information via email, retailers can also set up online shopping assistants to provide this information when prompted. This way, consumers can easily track the progress of their order, get tracking information, and check in on updates.
Promotion and sale information: Virtual shopping assistants can also be used to offer deals and coupons to shoppers. Different coupons and promotions can be offered at different stages of the shopping experience, depending on the consumer in question. For example, first-time shoppers may see a welcome discount to encourage their first purchase, while repeat consumers may see seasonal offers and product-specific discounts based on their previous purchases. If a shopper abandons their cart, the assistant can even offer a discount as an incentive to complete the purchase.
Cart retrieval: Nearly 85% of online shoppers have abandoned a purchase. Virtual shopping assistants can help reduce the rate of cart abandonment by checking in on consumers and answering their questions. If a shopper abandons their cart, online shopping assistants can send reminders when the person revisits the site or social media page. The assistant can even be programmed to offer discounts to encourage consumers to complete their purchases. These types of messages are less likely to be ignored than emails, leading to a higher conversion rate.
Subscription management: Chatbots can also be programmed to help with subscription management for consumers with retail accounts. All shoppers need to do is provide their credentials, and a chatbot with this capability can look up their profile and find member benefits, coupons, and rewards. These chatbots can also be programmed to provide information about points systems, including how many points shoppers have, how many points they need for their next discount, and how many points they’ll earn from their current cart. Chatbots can also be programmed to assist with subscription management, helping shoppers increase or decrease their membership levels and subscription schedules.

Many chatbot programs are available for retailers to explore, and they can customize them to fulfill one or more of these functions.

How to Get Started With Chatbot Implementation

Virtual shopping assistants are invaluable to online retailers and will be a necessary platform for forward-thinking retail businesses. However, each retailer is unique, so it’s essential to understand how to effectively implement eCommerce chatbots for each retail business’s needs.

Some of the key items to consider before pursuing a chatbot as a virtual shopping assistant include:

Functions: First, consider what core functions the chatbot needs to fulfill. Does the retailer have subscriptions or memberships that need to be managed? Is chat-window purchasing a feature that would benefit the retailer? Knowing the most important functions to enable will help inform a retailer’s choices when they start designing an online shopping assistant program.
Integrations: Think about the types of integrations the digital shopping assistant will need. What systems does it need to plug into? Does it need speech-to-text or text-to-speech capabilities down the road? Look for solutions that are flexible enough to take on new integrations as the retail business evolves.
Updates: Consider how frequently the chatbot will need to be updated. Does the retail business’s product line rotate regularly? Are there new promotions that will need to be added to the system? Look for systems that automatically update product information and can easily undergo manual updates. This way, retailers can communicate the most updated information to their consumers.
Start small: Retailers shouldn’t try to implement a robust chatbot system from day one. Instead, focus on the most important functions first, such as a customer support chatbot. From there, the retailer can add more functions over time, testing thoroughly as they go. As a result, they won’t waste time and effort implementing features they don’t need.

On top of these recommendations, retailers should be sure to work with an experienced chatbot provider. An expert provider will help with programming and implementing a virtual shopping assistant, making recommendations for functions and integrations and helping update platforms as the retailer grows.

Demo Quiq Today for Your Retail Business

Virtual shopping assistants are effective tools that help improve consumer experiences and generate sales, all while improving productivity and reducing the strain on retailers’ internal teams. With current generations increasingly favoring online shopping experiences and consumers warming up to AI chatbots, now is the perfect time for retailers to try shopping assistants for their unique needs. There are numerous ways to implement digital shopping assistants in retailers, and various platforms to choose from. If your retail business is looking for a comprehensive solution that can help you get started with chatbots, Quiq is here to help.

Quiq is a conversational customer engagement platform designed for the retail industry. The goal of Quiq is to help retailers deliver exceptional shopping experiences with every interaction, and our chatbot system does just that. The Quiq platform supports messaging across a range of channel types, including text, web chat, social chat, Apple Business Chat, and Google’s Business Messages. Retailers can use as few or as many channels as they need to communicate with consumers effectively.

With multiple chatbot options, rich messaging experiences, and various integration options, Quiq is here to help you build the best virtual shopping assistant for your retail business. Try Quiq for yourself by scheduling a live demo today.

7 Ways to Get Ahead of Holiday Customer Service Issues

Posted on November 16, 2021July 10, 2025 Michael Hartsog

Do you hear that? The tingling of bells… The unpacking of thousands of twinkling lights… the entire retail industry taking a deep breath in anticipation of customer service issues…

While everyone is jumping for joy at the coming holiday season, you’re a little less enthused. You know that while it’s lucrative, it’s also extremely tough on your customer service team.

The holiday shopping season is basically here, but there’s still time to get ahead of the avalanche of customer service issues that await you.

40% of retail executives expect double-digit online growth.

Between pandemic pressures and logistical issues, this year might be tough. Even though brick-and-mortar stores will see more business than in 2020, shoppers continue to do most of their shopping online. 40% of retail executives expect double-digit online growth, according to Deloitte’s 2021 holiday retail survey.

This could put even greater stress on your customer service team. Now’s the time to come together and strategize the next few months with your team.

Keep reading for seven key tactics to get ahead of the customer service holiday rush.

1. Start preparing now

So, the holiday shopping season has effectively started.

With inventory and shipping delays, shoppers are worried about getting their holiday gifts in time this year. According to Deloitte, 68% of shoppers plan to shop before Thanksgiving this year, compared to 61% in 2020.

Of those looking to start shopping earlier this year, 49% cite potential shipping issues, and 47% say stockout issues are responsible for their early-bird habits. With holiday shopping already underway (and the cash register already chiming), the support messages will be a-ringing

If you haven’t already seen an uptick in customer support issues, you’ll likely see it soon. This means you need to start preparing now. With just a few weeks before we’re deep into Christmas cheer, any strategies you plan to implement must be simple and work seamlessly into your existing workflow. Whether you need to scale up your team or invest in technology, you’re running out of time.

2. Strategize based on last year’s performance

It’s easy to get through a holiday season and never look back. You’re tired, your team is exhausted, and you have another year to plan for. But now’s the time to (quickly) pause and reflect.

Take another look at last year’s numbers. What can you learn from them?

Customer service KPIs

Revenue: Was last year a high-performing year for the business? Use this along with market indicators for 2021 to predict how busy the holiday season will be.
CSAT: How did your team perform last year? If you had high customer satisfaction scores, continue putting effort into your current strategies. If customer satisfaction dipped over the holidays, identify the contributing factors.
Wait times: How long did customers have to wait to connect with a customer service agent during your heaviest service windows? If your wait times suffered, see what processes you can put into place this year in order to save some time. Be upfront with your customers about their expected wait. You may need to hire more staff to cover the extra volume.
Popular platforms: Which platforms received the highest volume of customer support issues? Did you receive a lot of Facebook messages? Email questions? Prioritize resources and training for the types of communications with the most action.

Take a second to look at this information and see what insights you can extract from last year’s data. It’ll give you a great starting point to help you build your 2022 strategy.

3. Improve your knowledge base

Sure, not all customers will bother searching for the answer to their questions before reaching out to your overwhelmed customer service team. But some will. And some even prefer it over chatting with a team member.

Add seasonal information to your knowledge base to help answer frequent holiday-themed questions. Add articles on Black Friday, holiday shipping, your return policy, upcoming deals, holiday service hours, and any other questions you can get ahead of.

If you haven’t built out your knowledge base yet, a simple homepage banner and/or link in the footer can work in a pinch. Even if only 5% of customers view this information, that’s 5% fewer conversations your team must navigate.

4. Make your return policy easy to find

The holidays already inspire more returns, and online shopping just adds to the mix. While some online retailers like to hide their return policy as an (ill-advised) strategy, customers notice—and it might just turn them away.

More than a third (34%) of consumers surveyed by PowerReviews say that refund and return policies will have more impact on their holiday purchase decisions this year. Even more indicative of the current shopping landscape, 44% said return policies even influence which gifts they purchase.

So making your return policies easy to find and easy to navigate benefits your team two-fold: It can prevent customer service issues and potentially increase sales.

5. Provide holiday training

The holiday rush can get the best of even your most senior support staff. During a good year, customers are stressed and in a hurry to buy their gifts and refocus their energy on their families. And this year… It’s even more brutal.

Combine 18+ months of pandemic fatigue with the inventory shortages and delivery delays, and you get customers with a much shorter temper. And according to Deloitte’s survey, 21% of consumers hold retailers and sellers responsible for delays, which could make for some very aggressive conversations.

This is a great time to get the team together for a short refresher. Remind your team that they’re valuable, but also reinforce your customer sensitivity. Some patience and compassion will go a long way to elevate your customer experience.

6. Embrace automation

One of the best ways to support your team is with automation—and no, that’s not a dirty word.

You can use chatbots and AI in a variety of ways to reduce the burden on your team and increase customer satisfaction while maintaining a human connection your customers crave.

Here are some ways you can integrate automation into your holiday customer service strategy:

Answer simple FAQs
Route questions to the appropriate department
Suggest similar items to those in your customers’ carts
Estimate shipping times
Notify website visitors of specials, deals or delays
Tell customers when items they’ve viewed are back in stock
Gather customer feedback

There are endless ways you can integrate chatbots and other automation tools into your customer service tech stack. The goal is to simply solve issues at scale without burning out your support team.

7. Prep your social media team

It’s vital that you take a look at all your customer service channels before the big holiday rush begins—especially social media.

Sprout Social predicts an 18% increase in average social media messages in November and December this year. This includes Facebook, Twitter and Instagram, with the latter expecting the most significant holiday boost at 44%.

Enterprises see the biggest social media message jump over the holidays:

Small businesses: 15%
Mid-sized businesses: 12%
Enterprises: 23%

These numbers tell us you can’t forget to include social media in your holiday planning. Customers flock to social media for gift guides, influencer suggestions, and more, so it’s vital you meet them where they are and provide optimal customer service.

Provide your social media team with training to assist customers.
Write a script for commonly asked questions and standard responses.
Share a routing map with them so they know which team member to send which issues to.
Create an elevation plan for when issues need to be taken up the ladder for resolution.
Assign customer service team members to manage your social media inbox.
Set up auto-responses that are tailored to frequently asked questions, such as “Where’s my package?” and “What’s the return policy?”

Since social media platforms are highly visible, it’s important to service these questions thoroughly and quickly to improve customer satisfaction.

Holiday shopping is already here

Your window for getting ahead of the customer service rush is quickly closing. With holiday shopping already starting, the pressure on your team is mounting.

When you work in e-commerce, it takes grit to get through the holiday season. With the shopping window getting longer and pressures getting higher, it’s going to be extra tough to solve customer service issues with a smile.

We hope these strategies help you put together a concrete plan so you and your team feel more prepared and more confident in tackling the rest of the year.

More than just streamlining work processes, don’t forget to take the time this season to show your team how much you appreciate them. Be sure to show your support throughout the holiday season.

Get ahead of customer service issues with Quiq

When you need help connecting with your customers across multiple messaging platforms, Quiq can help. Quickly get up and running for the holiday season, integrate with your CRMs, and build messaging trees to elevate your customer experience instantly.

Facebook Messenger for Business 101

Posted on November 11, 2021July 10, 2025 Mark Kowal

You’re connecting with your customers via email. Your customer support team is available by phone. And now you’ve heard you need to be on Facebook Messenger for business—but you’re left wondering: What is it, and how does it work?

We’ll break it down for you, along with some tips and tricks for getting the most out of the platform.

What is Facebook Messenger for business?

Messenger is Facebook’s app and platform for sending text, pictures, video, and link messages. Using Facebook Messenger for business allows your customers to message you directly (and vice versa) using your company page from the Messenger mobile app or the chat window via desktop.

There are several ways Facebook users can reach out to you using Messenger. They can:

Send a message from your company’s Facebook page
Search for your business’ username in the Messenger app
Engage with a click-to-messenger ad
Follow a messenger link
Follow a QR code

In order to mitigate spam, Facebook requires users to reach out to your page via Messenger first before you can send a message.

Why should you use Facebook Messenger?

Adding Messenger as a way for customers to communicate with your brand is just the next evolution of customer service. Here are four ways Facebook Messenger enhances your customer experience and improves your business.

1. Be more available to your customers.

Customers are more likely to engage with your brand in the same way they engage with family and friends. You’re available the moment they wish to connect with you, and in a platform they’re already using. You’re more top of mind, and it takes less effort to take quick action.

It’s as simple as being available where your customers are: Facebook. 64% of people across generations said they prefer messaging to a call or email, according to a Facebook IQ survey.

Customers expect customization and personalization from brands, and that’s expanded to when and how they communicate with you. Many shoppers today like the personal and informal service that messaging inspires. It allows them to get immediate responses from a brand without having to respond instantly themselves. They’re in control and can connect quickly but still at their leisure.

2. Give your customers a better experience.

The customer experience is super important, especially for e-commerce brands that have few opportunities to impress their base. When it comes to creating a good customer experience, Facebook Messenger for business hits multiple targets.

Messenger improves the chances of your company hitting three of the top four criteria customers say indicates a “good customer experience,” according to a Zendesk survey:

Resolve issues quickly (61%)
Support is available 24/7 (i.e., in real-time) (42%)
Support is available through my desired contact method (32%)

And the data proves that messaging produces results. It has a CSAT of 98%—the highest across channels, according to Zendesk.

3. Resolve customer issues faster.

Messenger provides the perfect opportunity for chatbot integration. You can provide quick information to your customers while easing the stress on your support team.

In our own survey of Quiq clients, 70–80% of inbound inquiries via Messenger are resolved with automation. Where’s-my-order inquiries have an even higher automation resolution rate at 86%.

When Facebook users first head to your page, you can have a welcome or get-started message waiting for them. Putting together a few pre-programmed responses will go a long way. Your customers get the quick answers they need, while your customer support team is free to spend more time providing high-value service.

4. Increase sales.

Yep, you read that right. Using Facebook Messenger can actually help you increase sales.

Sometimes it’s as simple as being available when your customers need you. 65% of people said they’d be more likely to shop with a business they can contact via chat, according to Facebook IQ.

And 69% of surveyed Facebook users who message businesses say it makes them feel more confident about the brand, according to a Facebook-commissioned survey.

Plus, you can tap into a variety of creative strategies to increase conversions and even sell to your customers with Messenger.

How to use Facebook Messenger.

If you’ve used Facebook in the last ten years, getting started with Messenger should be fairly simple. But we’ve provided some basics to get you started.

Make sure messaging for your business page is turned on. (It’s on by default.)
Create a username for your page so users can easily search for it in the Facebook Messenger app.
Tell users you’re active on Messenger by earning a “Very Responsive” badge. Keep your response times under 15 minutes and maintain at least a 90% response rate to see this appear on your page. (This should be very easy to do with the right bot integration.)

An important note for using Messenger: Facebook requires users to send the first message before you can chat with them, so it’s crucial you give them ample opportunities to make the first move.

Here are a few ways to encourage messaging:

Add the “Send Message” button to your page and your posts
Create a welcome message that will appear when users head to your Facebook Page.
Create click-to-messenger ads on Facebook. These ads will appear in your prospects’ feeds and encourage them to start a conversation with you.
Add your Messenger link or a QR code to various marketing materials when you want to start a conversation.

Once a customer messages you, you only have 24 hours to respond. After the 24 hours elapses, you can send one additional non promotional message before the conversation expires.

Facebook Messenger enables creative strategies to increase sales.

Like with all customer communication platforms, it’s important to have a solid strategy to provide top-tier customer service and capitalize on sales.

Adding organic conversations to your customer journey is a great way to build trust and brand loyalty.

Create a post advertising an attractive discount or fun quiz and instruct users to click on the “Send Message” button to receive the offer. Once they’ve initiated the message, you’re free to send additional promotional messages over the next 24 hours. (But avoid spamming!)
Personalize messages with information from the platform, including name, location, age, and other demographics.

Facebook’s robust advertising capabilities extend to Messenger for business. Any information you gathered during conversations with your target audience can be used to increase the efficacy of your Facebook ads.

Create a target audience using the conversations in Messenger. Start with users who have sent messages, and start refining the information you gained from those conversations. What type of apparel do they buy? What products did they show interest in? You can also use demographic information within Facebook to narrow down your audience even further.
Create a lookalike audience of the customers who have messaged you and target them with similar messaging.

Quiq: Your CX wingman.

We get it. Adding another messaging platform to your already-full customer experience seems daunting—but we have your back.

Quiq is the future of business-to-consumer messaging. Our leading conversational AI platform will help you connect with customers at scale.

Support customers directly in Messenger
Route messages between chatbots and live agents
Continue conversations across channels

See what you can do with Quiq.

Using Conversational Commerce as an Alternative to In-Store Shopping

Posted on November 9, 2021July 10, 2025 Max Fortis

Conversational commerce isn’t just a catchy alliteration — it’s a trend taking the retail world by storm. Conversational commerce refers to transactions that take place between consumers and brands through digital conversations. These conversational commerce platforms can be powerful tools, especially in a market that’s increasingly moving away from in-store shopping.

In this article, we look at how to use conversational commerce to enhance online retail experiences. We’ll dive into the market trends regarding in-store and online shopping, the benefits and uses of commercial commerce for online shopping, and how conversational commerce works so retailers can enhance their consumers’ online retail experiences.

COVID-19’s Impact on Retail Businesses

Retail shopping has primarily relied on in-store experiences in the past. In brick-and-mortar locations, consumers can physically view items and get help from in-store employees. However, COVID-19 has quickly and dramatically changed the retail landscape. With stay-at-home orders and social distancing and sanitation guidelines, new shopping trends have emerged.

As the world has started to heal from the global pandemic, country-wide lockdowns have begun to ease up. However, in the aftermath of lockdown, consumer behaviors and priorities have shifted. People’s income, values, and exposure to alternative shopping methods have shifted their preferences significantly, powering numerous market trends since the beginning of the pandemic.

Some common changes in consumer behavior and preference include the following:

Focus on health and safety: While consumer concerns about health and safety are slowly decreasing, many consumers are still uncomfortable visiting public places, especially stores they visit less frequently. In fact, nearly 70% of consumers in markets where the pandemic is stabilizing are still concerned for the health of others.
Focus on digital experiences: The lockdowns that resulted from the pandemic created a surge of eCommerce, especially from new consumers who’d previously never used online shopping options. Now that more consumers are aware of their online shopping options and how to use them, consumers will likely continue using these services and push toward improved online experiences.
Increased convenience: Even before COVID-19, consumers were moving toward more convenient shopping experiences as a collective. The pandemic rapidly pushed this trend forward. As a result, many retailers had to quickly implement services focused on conveniences, such as online shopping options, curbside pickup options, and delivery services. Even as the world emerges from the pandemic, consumer preferences for convenience will likely push retailers to maintain or expand these services.

The challenge for retailers is that they need to leverage these trends and adjust their practices with changing consumer preferences. Conversational commerce is one way that retailers are working toward these adjustments.

The Benefits of Conversational Commerce For Shoppers

Conversational commerce has risen as a consumer and retailer favorite since the beginning of the pandemic. Conversational commerce works by using chatbots, brand specialists, and messaging platforms to enable conversations between consumers and a brand. These conversations often occur on messaging platforms like web chats, text messaging apps, Apple Business Chat, and even Facebook Messenger. Chatbots power many of these operations, which process messages from consumers to provide relevant responses, involving a live customer service representative if needed.

Conversational commerce platforms provide consumers with an on-demand shopping interface that enables them to engage with a live or virtual representative that can assist them with anything they need. This convenience presents shoppers with a wide range of benefits, including the following:

Enhanced customer support: Conversational commerce platforms give consumers access to a live or virtual assistant at any time, anywhere. The assistant can answer their questions, help them preview products, and even complete transactions using the digital channels consumers prefer, including text, live chat, and social media messaging platforms.
Faster resolution: Chatbots in conversational commerce platforms also help streamline the problem resolution process. Bots can answer the majority of common questions and route consumers to a live specialist if the problem is more complex. This process results in quick resolution times — many people use chatbots for quick problem resolution when they are concerned with their shopping experience.
Less research: Chatbots also help streamline the shopping experience for consumers. Instead of browsing page after page to find what they want, consumers can give a description of the product to a chatbot. The chatbot’s artificial intelligence then uses the description to find a product that best suits the consumers’ needs, which reduces the time they spend browsing for products, making the experience more pleasurable.
Greater personalization: One of the big trends among consumers today is a desire for personalization. Today, nearly 80% of consumers want more personalization from retailers to enhance their shopping experience. Conversational commerce helps with personalization by connecting consumers with support teams that offer specific product recommendations and offers.
More touchpoints: Conversational commerce gives consumers multiple points of communication to reach brands. Retailers can add chatbots and text messaging communication to email and phone calling methods, maximizing the touchpoints available for consumers. This way, consumers can talk with their retailers in the way they’re most comfortable.

These benefits have already significantly impacted the online retail world, especially when considering that more consumers want shopping experiences that offer messaging services for support. In this way, conversational commerce is incredibly helpful for shoppers.

The Benefits of Conversational Commerce for Retailers

In addition to benefitting consumers, conversational commerce helps retailers improve their eCommerce operations. Some of the most significant benefits retailers experience from implementing conversational commerce include:

Improved responsiveness: Conversational commerce presents an effective way to generate engagement with consumers. When retailers send in-app messages to consumers, they can get five times more opens than push notifications. As a result, consumers are more likely to respond to those messages.
Enhanced efficiency: Chatbots are also cost- and time-efficient compared to live chat options. Chatbots can handle the majority of questions quickly, respond to hundreds of consumer questions at once, and are running around the clock. This efficiency saves time and labor for the customer service team, allowing them to direct their efforts toward the most complex tasks and problems.
Enhanced consumer relationships: Because it’s available 24/7 and offers enhanced consumer experiences, conversational commerce helps create more positive user experiences. This feature generates goodwill between retailers and their consumers, making them more likely to be repeat buyers.
Streamlined selling: Chatbots can promote and upsell products based on consumer queries. For example, if a buyer is looking to buy a specific type of shirt, the chatbot can show the consumer potential accessories, pants, and jackets to create a complete outfit.
Reduced abandonment rates: Cart abandonment is a common problem for online retailers — consumers may be distracted and forget to check out, may not find an answer to a question they have about the product, or simply second-guess themselves. Commercial commerce helps reduce cart abandonment by offering responses to questions quickly, reaching out to consumers with unfinished orders, and checking in on consumers as they browse a website.
Abundant data: Commercial commerce platforms are also valuable sources of consumer data. Tracking behaviors, issues, and questions can help strengthen retailers’ ability to create powerful marketing campaigns and improve their online platforms.

With these numerous benefits to both consumers and retailers, it’s no wonder that conversational commerce is booming. The market size of conversational commerce platforms was estimated to be around $5.94 billion in 2019 and is expected to grow to $30.45 billion by 2027.

8 Ways Retailers Can Use Conversational Commerce

Conversational commerce is a powerful way to address the changing priorities of consumers. The question is how to use conversational commerce from a practical perspective, which will be different for every retailer.

There are multiple ways retailers can use chatbots and automated conversations in their retail stores. Below are eight conversational commerce examples retailers can use to help improve various aspects of their stores:

1. Provide Fast Customer Service

One of the common ways retailers use conversational commerce is as a customer service program. Using this approach, retailers automate responses to consumer questions, which can include everything from product questions and sales to order problems. The system can also be set up to route the shopper to a live support specialist if their issue is more complex.

If retailers can provide quick access to reliable, helpful customer support, consumers will be more likely to make a purchase, as they won’t have to wait around for an answer to their question or concern.

2. Share Product Updates

Retailers can also use conversational commerce to share product updates with previous buyers. New models, software updates, and sales can all be shared via SMS or messaging services, keeping consumers informed about their options and encouraging them to buy or upgrade. This feature allows consumers to continue buying from the same retailer rather than seek out another store when they need a new product.

3. Communicate Current Promotions

Many consumers report that discounts affect their decision to complete an online purchase. Retailers can lean into this trend by using conversational commerce to communicate promotions. Send out text messages to consumers notifying them of sales and use a website chatbot to alert visitors when they arrive on the landing page. Retailers can even set it up so consumers at the checkout screen see a notification of applicable discounts when they start the checkout process.

4. Obtain Post-Survey Responses

Every retailer wants feedback from their consumers, especially if they’re looking to make a change. To ensure they get plenty of accurate responses, retailers can set up a conversational commerce platform to reach out to consumers and visitors for surveys. Retailers can send surveys for products after consumers have received them or set up a questionnaire on their website to ask consumers how they can improve.

5. Cross-Sell and Upsell

Upselling and cross-selling strategies help retailers earn more money by selling products to consumers at the checkout page. Retailers can set up a bot to suggest items commonly purchased with the products in a consumers’ cart or notify them of an upgrade option. Shops can also utilize messaging services to notify recent purchasers of accessories they may want for their new product.

6. Automate Cart Recovery

Abandoned carts are a common issue for retailers, but commercial commerce can help. In the event that a shopper abandons their cart, a retailer can set up their system to send out an automated message to the consumer. Retailers can also program commercial bots to offer a cart recovery option, so it’s even easier for the consumer to return to their potential purchase. Discounts can also be effective in this situation, so retailers may want to push discount offers to people who abandon their carts as an incentive to finish buying.

7. Offer Accurate Order Updates

Everyone knows the feeling of anticipation when they place an order. Stores can generate goodwill with their consumers by offering order updates to let them know when their order is processed and sent out. Delivery notifications are also a practical option. Retailers can set this feature up through text, messaging services, or email, so their consumers get the information they need using their preferred communication method.

8. Increase Customer Reviews

Reviews are a powerful marketing tool for consumers — 91% of younger consumers between the age of 18 to 34 rely on online reviews. Therefore, it’s essential to collect reviews for your products. Conversational commerce is a powerful way to automate reaching out for reviews. Set up automated messages after a shopper has received their product asking for quick reviews or surveys. Be sure to ask questions consumers can easily answer from a mobile phone, such as satisfaction ratings, photos of the product, shoutouts on social media, and short written or video reviews.

How to use conversational commerce depends highly on a retailer’s priorities and operations. Before crafting a solution, retailers should consider their store’s goals, identify opportunities for improvement, and look at their current contact options. Some conversational commerce methods will work better than others, so it’s essential for retailers to develop a solution that addresses their unique needs. Testing specific variables will ensure retailers get the most out of their conversational commerce solutions.

Now is the perfect time for retailers to enhance their online stores with conversational commerce. If you’re interested, Quiq is here to help you get started.

Explore Conversational Commerce for Retail With Quiq

Conversational commerce is an ideal way to address the changing needs of consumers in a post-pandemic world. But even beyond COVID-19, your retail business can benefit. This type of platform offers a personalized experience for consumers while improving productivity, supporting customer service, boosting retention, and increasing sales. There are many ways to implement conversational commerce in your retail store, and Quiq is here to help you every step of the way.

Quiq is a conversational consumer engagement platform that helps retailers deliver exceptional customer experiences. Our platform supports messaging across text messaging, web chat, social, Apple Business Chat, and Google’s Business Messages, so you can use as few or as many channels as you need to communicate with your consumer base. With easy integration, multiple bot options, and rich messaging experiences, Quiq has everything retailers need to incorporate conversational commerce into their stores.

Try Quiq for yourself today by scheduling a live demo.

E-Commerce Holiday Strategy: How to Increase Sales While Managing the Holiday Rush

Posted on November 3, 2021July 10, 2025 Max Fortis

Are you tired of hearing it yet? The holiday season is just around the corner. This year poses a lot of challenges, from broken supply chains to slow shipping to stressed-out customers. But among the overwhelming support requests is a golden opportunity to send sales skyrocketing. Continue reading to learn how to increase sales while managing your customer service this season with an e-commerce holiday strategy.

Expect a holly, jolly holiday for sales.

Last year’s holiday shopping was hard to predict. But according to the National Retail Foundation, sales jumped 8.3% from 2019, surprising everyone. And e-commerce sales grew even more, with a 23.9% increase, despite pandemic-related difficulties.

This year, the retail landscape is even more uncertain, but the future’s still bright. Deloitte predicts a 5% year-over-year increase in holiday spending. And 40% of surveyed retail executives expect double-digit online growth.

And with more digital sales also comes more customer support requests. From “where’s my order” to “which size is right for me,” there’s no doubt your agents will be swamped with incoming communications.

Now’s the time to prepare your support team for the influx of business and set them up for success. Here are some ways you can give your team what they need to manage the higher service volume and capitalize on those conversations to increase sales.

1. Get ahead of low inventory and slow shipping.

While shoppers are returning to stores, there’s no shortage of pandemic-related problems. And customers are aware of the looming challenges. 74% of shoppers are concerned about stockouts, according to the Deloitte survey.

Since shoppers know to expect delays, that’ll likely be a deciding factor for which retailer they choose to shop with. Who has a track record of delivering on time? Who is the best at predicting inventory shortages?

And since you as the retailer can anticipate these concerns, you have an opportunity to provide top-tier customer service and attract more customers to your site.

What’ll it take to appease customers and increase sales? Full transparency. Be as upfront with your customers as possible with up-to-date inventory, proactive shipping notifications, and quick service should unexpected delays occur.

Not only will proactive communication alleviate the strain on your customer service team, but it’ll leave customers feeling taken care of during a stressful time—making them more likely to shop with you in the future.

2. Tighten up customer service response times.

We probably don’t have to tell you response times matter. A customer call shouldn’t be put on hold for too long, an email needs a quick reply, and a text message requires almost an immediate response.

It’s just good customer service. It’s even the most critical factor customers use for determining what “good service” even means. A 2020 Zendesk survey reported that 61% of customers say quickly resolving their issue makes for a good customer experience.

Just how fast of a response do customers expect?

	Less than 5 minutes	Less than 1 hour	More than 1 hour
Phone	51%	34%	15%
Chat	28%	55%	17%
Text messaging	8%	44%	48%
Social media	7%	42%	51%
Email	6%	37%	57%

*Percentages are estimates

The scary part is that it only takes one bad experience for roughly half to switch to a competitor. This means tightening up your response times is vital to retail success.

3. Offer multiple ways for customers to contact you.

How many ways can your customers contact you?

Looking back at the Zendesk report, 32% of customers said a good experience offers support through their preferred communication method. Yet, less than 30% of companies provide self-service, live chat, social messaging, in-app messaging, bots or peer-to-peer communities.

This is a golden opportunity to stand out from the competition and offer communication channels that your customers prefer.

While some retailers might be concerned that more communication channels will lead to a more complex contact center, a multi-channel engagement platform will help your team stay on top of conversations no matter where they occur. You can provide your customers with the multiple conversation channels they crave while simplifying management on the back end.

When you give your customers options, they’re often more likely to engage and continue shopping with you.

4. Enhance your team with chatbots.

Give your customer service team what they need most: TIME. The influx of sales goes hand in hand with an increase in customer service requests. If your team spends most of their time answering questions, they can’t provide the proactive service that makes customers want to come back for more.

Instead, bolster your team with chatbots. Use them to welcome customers and route requests to the correct department, ask for customer feedback, and more.

Switching seamlessly back and forth between chatbots and humans will manage your agents’ time while also giving your customers a complete experience.

5. Streamline omnichannel support.

Offering multiple communications channels is vital for excellent customer service, but the real magic comes when you use it in your sales process, too.

Deloitte predicts that 62% of shopping will be online this holiday season, while 33% will be in-store. This is actually a slight increase in in-store shopping over last year as shoppers begin to feel more comfortable in public spaces.

With customers spending more time in stores, they’ll be looking to embrace an omnichannel experience once again. 70% expect companies to collaborate on their behalf, according to the same Zendesk survey, which is often made more difficult with additional communications channels.

Streamlining omnichannel support does two things:

It saves your customer service team time since they have access to previous conversations, purchases, etc.
And it can help customers make a purchasing decision and increase sales.

6. Accept payments right from messaging platforms.

Turn your busy customer contact center into a source of income. While agents answer questions and provide top-tier support, let them capitalize on a great customer experience by completing the sale right in a single messaging platform.

Integrating message-based payments into your messaging platforms is a great way to turn your already-busy contact center into a solid sales strategy. Help customers decide between sizes or answer product questions and then convert the sale right then and there.

Not only will it show customers your team goes above and beyond for their convenience, but it will also help reduce abandoned shopping carts and increase sales.

Pair these tips with Quiq to increase your holiday sales.

Surviving the holidays in the retail world is always a balancing act. You need to provide excellent customer service amid the influx of last-minute shoppers and stressed-out customers. But you still need to focus on increasing sales and capitalize on the season.

Quiq is a conversational platform that helps you:

Connect with your customers on whichever platform they prefer, all from one streamlined interface.
Integrate communications with your CRM of choice, including Oracle, Zendesk, Salesforce, and more.
Use context-aware AI to increase conversion rates, shorten wait times, and increase your average order value.

To learn how you can unlock the power of conversations and help increase sales during the holiday season, schedule a Quiq demo today.

5 Examples of Omnichannel Strategies That Will Boost Your Holiday Sales

Posted on October 20, 2021July 10, 2025 Mark Kowal

This year, holiday shopping will be more digital than ever before. As consumers continue their shift to online channels and major retailers cancel in-person Black Friday sales, brands must quickly adapt through new omnichannel tactics that capitalize on surges in online traffic. Here are five strategies for doing just that.

5 Examples of Top Retailers with Brilliant Omni-Channel Strategies For Holidays

1. The Gift Recommendation Engine – Guided Selling

Digging through endless product listings, looking for the perfect gift, is a tedious and challenging process for holiday shoppers.

However, AI-powered assistants, used by leading brands like Nike Jordan and Lane Bryant, make it easy and frictionless for shoppers to find the precise gift for their recipient.

Deployed on your web site, in apps, or social channels like Facebook Messenger or SMS, these intelligent automated agents can quickly interact with users and recommend some great options:

Earlier this year, one of our customers, an Iconic jewelry brand did just that leading up to another gift-heavy holiday: Valentine’s Day. In previous seasonal campaigns using Facebook Messenger, the retailer’s social managers and sales associates were swamped with the need to respond to customers’ inquiries.

To address this, the retailer deployed an AI-powered conversational shopping feature on Messenger that made personalized gift recommendations at scale. They quickly found that consumers were 4X more likely to make a purchase when they receive such guided sales assistance, compared to those who are unassisted.

By clicking on a social ad, shoppers were seamlessly guided to Facebook Messenger and offered a brief interactive quiz with gift recommendations based on who the gift recipient was, the gender and the price range, selected from a group of products chosen by the retailer for those profiles. The AI-powered assistants also handled free text queries, and customers could shop for products online at the retailer’s site or find the nearest physical store.

We’ve all had that experience when shopping for a friend, where you discover a product or item that you’d prefer to be on the receiving end of rather than giving. To address this, the iconic retailer also provided shoppers the option to send their friends and family links and images of on Messenger gifts that they want for themselves, accompanied by a small note: “Hint hint…This is at the top of my wish list.”

The results: Half of the quiz takers received a gift recommendation, leading to a 28x return-on-ad-spend (ROAS).

And, because AI-powered assistants love to work all the time, they also helped relieve customer service by efficiently handlings FAQs.

2. Gift FAQ & Customer Service Engine

Gifts purchased over the holidays are wrapped not only in ribbons and pretty paper but are enveloped in countless questions about sizes, style options, and prices. The season of joy is also the season of customer service, a stressful time for brands to handle the massive volume of inquiries.

In fact, 54% of customer service requests are taking place outside regular business hours. A vast number of those requests are happening on messaging platforms since those are channels that consumers already use.

That’s where conversational AI comes in this holiday season. Intelligent chatbots work diligently and accurately day and night, providing a front line for all queries from customers and passing on some queries to human agents only when they get too complex. This allows your team to focus on driving sales and new purchases instead of an endless queue of customer service inquiries.

3. Digital Holiday Coupons

One of the best traits of intelligent chatbots is that they never get tired of pointing out the great holiday offers you have. This means that brands can reinvent promotions.

Regional grocery chain H-E-B did just that with their conversational AI. The grocery reinvented discount coupons by delivering them to more than 13 million customers weekly, personalized to the declared shopping needs of the recipients.

Automated notifications let customers browse the deals through button clicks or free text requests, even when they were standing in the store. The open rate for the notifications: 77%. Percentage of opened deals that were saved by users: 70%.

4. Convert Holiday Enthusiasm into Sales

Facebook is a platform designed for engagement and, during the holiday season, that engagement kicks into high gear with shoppers expressing their excitement through post-likes and comments.

This holiday season, Facebook is also offering a nice new gift for marketers. Facebook Messenger is expanding its capabilities to allow marketers to privately message shoppers who have left positive comments on their brands’ posts.

All of those shoppers commenting “this looks awesome!”, “I’ve got to get this for my sister!” can easily be turned from mere commentators into new customers. Combined with conversational AI, this opens up a whole new channel to convert positive comments into sales at scale. See this experience below:

Contact our conversational experts to learn more about this experience.

5. Turn the Holiday Rush into Real Consumer Insights

The rush of consumers during the holidays is like a large polling sample that can provide tons of answers — if brands can only figure out the questions.

A rush of customers looking for this season’s hot gift item, for instance, could answer a number of questions that help uncover and define your target customer persona.

But the trick is efficiently capturing holiday shoppers’ information, at scale, and quickly turning it into insights.

Take California wine and spirits brand E. & J. Gallo Winery. To engage shoppers of their new Rosé product line, they developed “Rosé Your Way” AI-powered experience, which was introduced to consumers via targeted ads on Facebook Messenger, Facebook Newsfeeds, and Instagram.

The digital assistants guided consumers through a series of questions to recommend the ideal Gallo Rosé, followed by personalized content that included the best recipes to go with the recommended wine, and finished with a customer satisfaction survey.

The results: 90% of the 25,000 engaged consumers completed the Rosé recommender. Gallo was able to determine the most popular Rosé flavor preferences, drinking styles, and occasions. When follow-up push notifications were sent based on those preferences, 60% of the messages were opened.

Unwrapping It All

With some planning – and the use of intelligent, automated, always-on conversational helpers – brands can soar through the holiday season by building a dedicated fan base attracted to personalized recommendations, customized deals, and prompt customer service attention.

And, when the rush is over, the brand can quickly assess what worked, what didn’t, and what was missing.

Ready to boost your sales and drive higher performance this holiday? See which strategy is the best fit for your organization. Learn more.

6 Ways to Drive More eCommerce Sales This Holiday Season

Posted on October 14, 2021July 10, 2025 Cristina Bravo-Olmo

This year, holiday shopping will shift to eCommerce like never before. Once again, eCommerce sales are projected to grow this holiday season as consumers continue to transition to cyber-week sales.

To capitalize on this season’s unprecedented spike in online traffic and digital purchase behavior, top eCommerce brands are turning to automated shopping assistants that act as key revenue drivers and provide the sort of highly personalized assistance shoppers would traditionally receive from an in-store experience.

Deploying highly intelligent, automated shopping assistants during peak seasons has proven to increase sales conversion rates as high as 4X.

Here are 6 of the most common ways that leading eCommerce brands leverage automated assistants to drive more revenue during the holidays.

1. Proactive Product Suggestions

Highly-intelligent, automated assistants are capable of identifying shoppers with high purchase intent and proactively engaging them with upsell opportunities that increase Average Order Value (AOV). For example, when online shoppers add new products to their cart, automated onsite assistants can initiate a conversation and suggest additional products that are frequently purchased along with the items recently added to the cart.

Through such highly-personalized engagements, in a conversational format, eCommerce brands can lift AOV while providing convenient suggestions that support their customers’ journeys.

2. Guided Gift Recommendations

For shoppers unsure of the right gift or product to buy this season, automated shopping assistants can provide personalized suggestions that guide shoppers to the perfect holiday present. Automated onsite shopping assistants can deliver unique gift suggestions through a series of quick questions that touch on the shopper’s price range as well as the gift recipient’s gender, age, and preferences.

Automated gift recommendations have been proven to drive 4x higher sales conversion rates across shoppers who engage in guided sales assistance when compared to unassisted shoppers.

3. Simplify Repeat Purchases

eCommerce brands can also leverage onsite assistants to make the repeat purchase process as seamless and straightforward as possible. By developing persistent profiles based on each shopper’s personalized data and repeat site visits, intelligent shopping assistants can proactively initiate new conversations with returning customers looking to make a repeat purchase.

By leveraging personalization data to identify and engage repeat customers, eCommerce brands can significantly reduce friction and provide a premium shopping experience for their VIP and returning customers with high purchase intent.

4. Reengage Cart Abandons

As holiday shoppers contemplate a variety of different offers and products, it’s inevitable for some online purchase processes and shopping carts to be abandoned. By leveraging conversational re-engagements, however, high-intent shoppers can be reminded of products waiting in their carts and be offered special discounts that nudge them into returning and completing their purchase.

By leveraging conversational automation to re-engage abandoned carts, eCommerce brands have been able to effectively recover up to 20% of incomplete purchases with reminders, promotions, and other automated messages.

5. Automate Responses to FAQs

Leading up to the holidays, shoppers have no shortage of questions and concerns related to online shopping, with “will my order arrive on time?” being one of the most frequent. By providing shoppers with automated, 24/7 support that can instantly answer some of their most frequently asked questions, brands can reduce online shopping friction and common barriers to purchase.

Additionally, by leveraging conversational automation to resolve frequently asked questions in a way that is entirely self-service, customer service agents that would traditionally be required to answer these questions can focus on sales-oriented initiatives during the peak holiday season instead.

6. Convert Sales Receipts into Ongoing Channel for Commerce & Care

Lastly, after a purchase is completed, brands can leverage automated shopping assistants to send digital receipts to customers through conversational channels. By doing so, eCommerce brands can convert traditional receipts into a new avenue for ongoing care and commerce.

This post-purchase conversational connection gives shoppers access to an automated channel for order management or to even purchase additional, related products.

Reinventing Online Shopping for the Holiday’s Most Digital Season Ever

The 2020 holiday season will be eCommerce’s most significant moment to date. More than half of US shoppers have indicated that they will not return to shop with a brand following a poor customer experience, so it is vital for CX and eCommerce leaders to deliver the best possible experience during the season’s rush of new online shoppers.

Interested in deploying an enterprise onsite shopping assistant for your brand? Contact us today to learn how you can deploy a bespoke solution for your website and other conversational channels in a matter of weeks.

4 Reasons Why Instant Messaging for Business is Still Crucial

Posted on October 11, 2021July 10, 2025 Max Fortis

Instant messaging has become a ubiquitous part of daily life for the vast majority of us. We send over 40 million messages every minute, and nearly three billion people use messaging apps like Facebook Messenger and WhatsApp.

Naturally, enterprises with contact centers have responded by giving instant messaging for business a central role in their customer-communication strategy.

Today, we will flesh this dynamic out in more detail. This post highlights some of the most significant impacts of business instant messaging’s rapid growth, touching upon the most popular messaging options and discussing some ways it’s changing day-to-day work.

Let’s get going!

Why is Business Instant Messaging Important?

We’ve already noted that people send lots of messages, which is reason enough to pay attention to them. But, in this section, let’s briefly walk through some more granular reasons why customers want to contact your brand via instant messaging for business.

First, instant messaging is rapidly becoming the preferred method for handling most types of communication. If your customers are anything like the rest of us, they’re probably busy enough to enjoy the convenience of resolving issues asynchronously. Nor is this only the case for younger generations. The popular stereotype is that people with gray hair simply don’t like texting, but surveys have found that nine out of ten adults over 50 send text messages with their phones–which means they’ll likely be comfortable sending business instant messages, too.

Instant messaging also helps you build a better experience, which is always a competitive advantage. Instant messaging for business tends to be perceived as less formal than an email or (god forbid) actually talking to a person on the phone, and it also allows you to proactively reach out with updates, to answer questions, etc. Most of these services also support rich messaging, so customers have a much better experience.

Finally, with instant messaging, it becomes far easier to integrate rich messages and generative AI, but we’ll wait to cover that in much more detail later.

What Instant Messaging Platforms are Available?

One last thing we’ll do before discussing how instant messaging is modifying the relationship between businesses and their customers is go through some of the instant messaging platforms businesses use. Here are some of the main contenders:

WhatsApp for Business is a messaging, voice, and video-calling app operated by Meta that enjoys an audience of more than 2 billion global users. Since so many people are already texting on WhatsApp, it’s become a popular channel for companies interested in using it for business instant messages.
Facebook Messenger is another offering from Meta. Customer-obsessed businesses like yours should pay attention to it for many reasons, but, as with WhatsApp, its huge audience is near the top. Even better, businesses that deploy quality automation solutions on Facebook Messenger can answer 80% of inbound customer inquiries and achieve CSATs as high as 95%.
Instagram Messenger is worth exploring because it’s a safe bet that a decent chunk of your audience is already interacting with businesses on the popular Instagram platform. A further point in its favor is that it offers a convenient API that will allow you to set up automation to increase your business’s efficiency.
Apple Messages for Business dramatically increases your customers’ ability to reach you because it offers a “message” icon in Maps, Siri, Safari, Spotlight, or your company’s website, in addition to offering other touchpoints like QR codes. And, as before, the sheer popularity of Apple and its product ecosystem is another reason forward-looking businesses can’t afford to sleep on its instant messaging capabilities.
WeChat is a platform that is extraordinarily popular in China and enjoys more than a billion users. As with the other platforms, there is a WeChat Business offering that allows you to communicate with customers, market your services, and take payments, but to set up a WeChat Business account you have to verify your business license. If you have a large customer base in China, this might be the best option for you.

Of course, there are many other instant messaging for business products we haven’t discussed here, but this should give you an idea of the variety of options available and what’s possible when you invest in them.

The 4 Benefits of Instant Messaging for Business

Now, let’s get into the meat of how instant messaging is changing the business landscape!

1. Instant Messaging is Convenient for Customers

The most obvious place to start is with the major convenience instant messaging for business offers clients.

Customers today seek flexibility in how they engage in personal and professional communication. Businesses need to provide various communication options, including instant messaging, as this offers the asynchronous communication that more and more customers prefer.

Take the example of a customer who initiates a return process during their workday, but can only complete steps, like taking a photo of a damaged item once they’re home. Instant messaging allows for this in a way that phone calls or in-person visits don’t, enabling ongoing conversations that customers can pause and resume as their schedule permits.

2. Instant Messaging Helps Customer Service Teams

So, we’ve established that instant messaging is something customers want. Now let’s discuss why it’s a boon for customer service teams as well.

For one thing, there’s the increase in efficiency, as instant messaging for business enables contact center agents to manage multiple customer inquiries simultaneously. This becomes even more dramatic when automation is used, about which more shortly.

Additionally, instant messaging-based conversations between consumers and businesses simplifies the process of following up with shoppers and keeping accurate data on past communications. When sales or support agents need to have follow-up conversations, they can do so in light of this information, thereby tailoring and personalizing subsequent customer interactions.

When business instant messaging is used to its full potential, it can positively impact your customers’ perception of your brand, which can help close a deal, renew a service, or give potential buyers the push they need to make a purchase.

Put another way: it’s a win for everyone.

3. You Can Leverage The Power of Instant Rich Messaging

Another advantage of this instant-messaging approach is that it enables your contact center to make robust use of rich messaging, which rose to prominence in the early 2000s and is now ubiquitous.

Rich messaging was a substantial advancement over the traditional SMS. Besides allowing you to send much more complex information–such as emojis, high-quality audio messages and video calls, group chats, and GIFs–it also facilitates encryption, superior analytics, and integration with other products.

It’s important not to downplay these advantages. You might initially be reluctant to use emojis in conversations with customers, as this can seem vaguely unprofessional. But the truth is we leave in a less formal age, and speaking the “native language of the internet” by using “lol” and the occasional “ ” will help foster a connection.

4. Instant Messaging and Generative AI

To finish up, we turn to the silicon elephant in the room, generative AI. If you’ve been reading us for a while, you know we’ve had a lot to say about the remarkable power of large language models and how they’re already changing the nature of contact center work.

Well, since these models are largely text-based, instant messaging for business provides an obvious place to use them. When you pair with a high-quality automation platform, you can deploy generative AI to personalize your messages, translate between languages, and even fully answer a wide variety of basic queries–with minimal fuss.

Don’t Sleep on Instant Messaging for Business

As we’ve demonstrated, business instant messaging is a powerful way to reach your customers where they are, fit seamlessly into their lives, and offer a top-notch experience – all while lowering the burden placed on your agents.

As a next step, you might want to learn more about how Quiq enables support through traditional SMS and rich messaging. This should give you everything you need to design a customer experience strategy around instant messaging!

5 Ways Mobile Shopping Is Transforming Customer Service

Posted on August 10, 2021July 10, 2025 Michael Hartsog

These days, the vast majority of consumers have their mobile phones on-hand for every activity — particularly when it comes to online shopping. In fact, it has been projected that purchases on mobile devices will make up the majority of ecommerce sales by the end of 2021.

As a result, mobile shoppers are always looking for easy, convenient, and mobile ways to interact with eCommerce brands through social media and third-party messaging services. This increased channel volume if not managed properly often overwhelms customer support teams, leaving customers frustrated with digital experiences that fall short of expectations and brands struggling to protect their brand image.

On the other hand, consumers’ shift to digital also presents a valuable opportunity for retailers to deliver targeted customer service solutions and enhanced buying experiences that lead to increased conversions and customer satisfaction. Some brands, like TodayTix, have seized the opportunity to provide their customers a more seamless experience.

Here are five ways that customer support has been transformed by mobile shopping and how brands are adapting to ensure that they’re providing the best possible experiences.

1. A Rise in Mobile Shopping Leads to a Rise in Messaging

When it comes to seeking customer service, mobile shoppers leverage a unique set of channels that have required brands to adopt and adapt to. One of the most popular customer support channels for mobile shoppers is contacting brands through third-party messaging services. Today, nine out of ten consumers want to use messaging to communicate with brands and retailers are quickly turning to WhatsApp, Messenger, Google Business Messages, Apple Messages for Business, and more to provide the text-based experiences that shoppers prefer.

Third-party messaging is only second to the most popular channel for mobile customer support — SMS business messaging. SMS provides mobile shoppers with a direct line of communication to a retailer’s support team to exchange information or transactional details.

SMS offers an additional layer of convenience for consumers. With SMS, consumers do not have to be connected to Wi-Fi to have a convenient online shopping experience.

2. Rich Messaging Provides Precise Feedback and Solutions

Mobile shoppers today expect a high level of personalization in both their shopping and support experiences. In order to deliver on this expectation at scale, eCommerce brands leverage rich messaging to provide personalized experiences for each individual shopper. Rich messaging further boosts engagement through dynamic content like quick reply buttons that anticipate the most popular responses, interactive maps, and more.

For example, the Facebook Messenger mobile platform allows business representatives to add images to replies and allow consumers to see a product in question. During these interactions, team members can help consumers complete a purchase, schedule an appointment, or share a link with a preview of a product or service page. Rich media ultimately sends consumers to an ideal destination, faster, for a better shopping experience.

3. Mobile Shoppers Expect Immediate Service on Their Terms

Today’s mobile shopper seeks customer support that is available to answer their questions quickly, at any time of day. Currently, 54% of shoppers reach out to brands during non-business hours over messaging channels like Facebook Messenger and brands are expected to respond in a timely manner.

This cycle of always-on, 24-hour customer service means that support teams can no longer refer to traditional business hours to dictate when their business is open or closed. Customer support must always be “open” or else customers will go elsewhere for their next purchase.

This demand for always available customer support and service doesn’t mean you have to staff your support center 24/7. Many Quiq clients rely on technology to help meet SLA’s. For instance, some clients will only show the live chat icon on their website when there are live agents available to respond. Other brands choose to use automation and conversational AI to help customers with simple, frequently asked questions that can be easily resolved through a bot.

If a shopper needs an answer quickly, they can text an eCommerce business, rather than having to tap through webpages, compose an email, or enter a call queue. Mobile shoppers enjoy the convenience of starting a conversation faster, feel they’re receiving personalized attention, and can reply at the rate they prefer.

4. Demand for More Local Customer Service

While mobile shoppers appreciate support experiences that are both instantaneous and always-on, they also have a strong preference for customer service that can assist them at the local level. Mobile shoppers, for example, often seek information on product availability at their closest store based on their phone’s GPS location.

When mobile shoppers contact customer support, it’s important for both automated and human service agents to be equipped with local store data in order to respond to local-specific inquiries. Channels such as Apple Messages for Business and Google’s Business Messages helps consumers find and engage with your business on a local level. Consumers discover businesses through Google, Siri, or Map results daily with searches like “Tuxedo rental near me”. These channels now offer a convenient way for consumers to initiate a conversation with a location near them via messaging.

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5. Increased Mobile Interactions Lead to Further Customer Insight

Through additional interactions and touch points from mobile devices, brands are enabled to build more detailed and personalized customer profiles to reference. Through customer inputs like mobile numbers and location data, eCommerce brands can create a foundation for more tailored, future engagements. Analyzing a mobile shopper’s purchase history, for example, can inform timely offers in the future to reinforce customer loyalty.

The Most Versatile Platform for Mobile Shopping Customer Service

With its numerous impacts on customer service, there is little doubt that the accelerated pace of mobile shopping will continue to transform the support sector. Adapting to these changes, however, provide significant opportunities for businesses to forge stronger relationships with their customers and build stronger businesses.

Is your brand looking to modernize your customer service experience? Contact us today to learn how to provide diverse and personalized customer service for mobile shoppers.

Business Messages from Google: What it Means for eCommerce and How to Get Started

Posted on July 22, 2021July 10, 2025 Mark Kowal

Google announced the expansion of Business Messages to their Search and Maps products in June of 2020. With this change consumers are provided the option to message brands directly and ask for the information they are looking for when searching for a business on Google. Quiq has learned a lot about how consumers engage with Business Messages. Read on or reach out to learn more.

The Impact of Google’s Business Messages on Customer Experience

First, this opportunity provides a new channel for consumers to connect with brands through their preferred conversational format. According to a recent Twilio study, nine out of ten consumers said they prefer to use messaging when communicating with brands. By automating Business Messages on Google, brands have the opportunity to reroute a significant volume of inbound inquiries through a channel consumers prefer — self-service messaging.

Additionally, brands that automate Business Messages through Google Search and Maps provide their customers a superior customer support experience that is capable of delivering immediate answers and feedback, 24/7. By being available for customers with immediate, around-the-clock support, retailers are able to drive customer loyalty while simultaneously rerouting support issues from call centers to a new, self-service channel.

Retail and eCommerce Use Cases for Messaging Consumers Through Google

Combining intelligent AI and Google Business Messages provides clear value to eCommerce retailers through three primary use cases:

1. Resolving Customer Support Inquiries for Local Business Locations

First, brands are now empowered to deliver automated customer support to shoppers looking for information from a specific, local business location.

For example, when a customer based in San Antonio searches for their favorite local grocery with the keywords “GroceryBrand San Antonio” they will be provided an option to start a Business Messages conversation with that specific store. With an intelligent automation solution, brands are then empowered to provide customers with specific answers and information related to individual locations. Questions like “what time does your store close?”, “Do you have this particular product in stock?”, or “What is this location’s COVID policy?” can now be answered in a way that is instantaneous, always-on, and without support from a call center.

2. Implementing a First Line of Defense for General Support Inquiries

Brands are also now empowered to position automated support through Google’s Business Messages as their first line of defense for all customer inquiries ⁠— not just questions related to an individual business location. For example, a shopper that has an inquiry about a product that they purchased online is now able to search for the brand that they purchased it from, start a Business Messages dialogue with that brand, and get the answers they need in an entirely self-service manner.

3. Driving Leads and Sales Through Conversational Commerce

In addition to driving efficiencies in customer service, automated conversations through Google’s Business Messages also empower brands to support sales and drive incremental revenue through consultative shopping assistance.

For example, when shopping for a new vacuum cleaner online, customers can search for their favorite brand name on Google, open a messaging dialogue through Business Messages, and ask a question like “What vacuum should I buy for my hardwood floor?” By combining Google’s Business Messages with automation, brands can then provide a series of consultative questions and answers to understand the shoppers’ preferences and direct them to their ideal product for purchase.

What to Look for When Evaluating Partners to Help Get Started With Google’s Business Messages

While retailers may be eager to deploy a new messaging channel through Google, it is important for them to be prepared with the right tools and tactics to automate the sudden influx of customer inquiries that it will yield.

But what are the important things to look for while evaluating automation solutions? When our enterprise partners describe what has enabled them to be successful, we often hear that messaging partners must be able to:

Deploy highly-personalized AI-powered conversations

Modern consumers demand personalization in their online shopping experiences and interactions with AI-powered digital assistants are no different. A recent Gartner report found that brands that deploy personalized messaging can expect a 16% greater impact on commercial outcomes than retailers who deploy basic automation that is incapable of personalizing their experiences.
Deliver actionable insights that empower every team

When engaging in thousands of automated conversations with customers, eCommerce retailers generate a significant amount of customer data that has limitless potential and value for their various teams. Without the assistance of an experienced automation partner, however, this valuable data and insight simply goes to waste. By partnering with an enterprise-tier partner, like Quiq, retailers can ensure that they are properly gathering consumer insights through conversational automation and are able to synthesize that information into practical insights for different teams across the entire organization.
Provide hands-on support through a team of award-winning automation experts

Conversational automation is a complex undertaking for any enterprise business and hands-on support is vital for ensuring its success. An effective automation solution is the result of a collaboration between internal teams and a proven, experienced team of conversational experts that can consult on strategy, integration, conversational design, and ongoing optimization.

Ultimately, while Google’s Business Messages provides online retailers a significant opportunity to connect with their customers more, it has to be deployed in the right way to leverage its full capability and avoid common pitfalls and complications. If you are interested in learning more about getting started with deploying automated messaging through Google, please schedule a free consultation with one of our conversational experts today.

5 Effective Strategies to Improve eCommerce Customer Service

Posted on July 13, 2021July 10, 2025 Michael Hartsog

More than ever before, eCommerce businesses’ overall revenue is directly tied with the quality of their customer service. Today’s customers value shopping experiences more than price or product selection and can easily transition to one of many competitors. 86% of consumers say they would spend more for a better experience, and 76% of consumers said it’s far easier now to take their business elsewhere than ever before.

According to the 2020 ROI of Customer Experience Report, 94% of consumers outstanding experience with a brand say they would recommend it to family and friends. In contrast, only 13% of consumers who had an abysmal customer experience with a brand would recommend it.

From these statistics, it’s possible to conclude that marketing and sales alone aren’t enough for eCommerce businesses to remain competitive, maintain a substantial market share, and grow their brand reputation. They need to go above and beyond to implement outstanding customer service strategies, before and after closing the sale.

Here are 5 successful customer service strategies that eCommerce brands can quickly implement to improve their overall customer experience.

1. Build a Strong Customer Service Team

Start by hiring an excellent customer service team and creating an environment that promotes staff retention.

Conversational Engagement Platforms, like Quiq, are meant to augment human agents, not replace them. When offering top-notch customer support, software can’t replace the need for well-trained and skilled customer representatives.

Here are six strategies to attract talented, customer service-minded professionals.

Hire the right people: Hire for attitude. Look for employee representatives with empathy, patience, and excellent communication skills.
Train employee representatives: eCommerce hiring managers must train their employee representatives to understand their products and services and connect with their customers on an emotional level.
Equip customer service agents: Brand leaders should provide a platform to offer the best consumer experience without stress, overwork, or burnout. For example, Quiq’s Conversational Customer Engagement Platform enables companies to engage with customers across different channels in one centralized place, providing easy, simultaneous responses.
Track agent’s performance: Using surveys, management teams should collect feedback from customers on their experiences with employees and use the insights from these ratings to evaluate each representative’s performance.
Reward excellent performance: Incentivize top-performing employee representatives to motivate others to do more.
Listen to employee representatives: Ask for and listen to worker feedback to understand their needs.

When hit by a significant financial setback, customer service might be one of the first places C-suite leaders look to cut costs. However, this strategy is counterproductive. According to customer experience research, 50% of consumers would switch to a competitor after a bad experience, and 80% would switch after more than one bad experience. To keep consumers from switching to competitors, managers must prioritize customer service.

When it comes to the finesse and care it takes to navigate complicated customer inquiries or assist distressed customers, nothing beats a knowledgeable, well-trained, and accessible human agent. That’s why many channels, like Apple Messages for Business and Google Business Messages require brands to have live agents to escalate conversations to.

2. Personalize Every Conversation With Consumers

Personalizing customer conversations means tailoring support and service to their exact needs and expectations.

Customizing services to meet consumer demand gives eCommerce businesses a competitive advantage in their industries, helps deliver faster support from team members, makes customers feel more connected, and reinforces a consistent sense of satisfaction.

Here are a few ways to offer personalized service:

Engage with consumers where they already are
Transfer consumers smoothly across employee representatives
Mention people by their name in every conversation
Make recommendations when the requested product or services is unavailable
Offer free demonstrations and training to educate customers

Shoppers look toward eCommerce providers to know their needs and provide what they want. Research shows that 80% of consumers are more likely to make a purchase when brands offer personalized experiences while 72% of consumers say they only engage with personalized messaging.To win and keep business, eCommerce employees must treat consumers as people — not numbers in a sales report — with unique needs and expectations.

A conversational engagement platform can help employees provide highly personalized experiences. For example, Quiq clients, like Stio can send outbound messages to segmented customers and offer them targeted promotions. They can use Quiq’s intelligent routing feature to provide VIPs, who may spend at a certain level or who are part of their Pro Purchase Program with priority support.

3. Collect and Use Customer Feedback

Continually gathering feedback from shoppers on their experience can help eCommerce business leaders:

Understand their consumers’ needs, challenges, and pain points
Identify the positive and negative experiences shoppers have with their brand
Locate the cracks in customer service
Provide a more personalized experience for shoppers
Build trust and make shoppers feel valued

To obtain comprehensive and useful customer feedback, company decision-makers need to implement intuitive ways for consumers to communicate with them and ensure the information provides actionable insight for improving customer service.

Here are seven ways to collect customer feedback:

Send customer satisfaction surveys online
Organize feedback focus groups
Read reviews from third-party review sites
Build an online community for customers

Gathering feedback is only the first step. Next, it’s important for managers to create an action plan on cumulative insights and train employees to leverage this information when responding to customer complaints.

Continually requesting consumer feedback will help identify any cracks in customer service and reduce the chances of a shopper feeling unsatisfied with their transaction.

4. Use KPIs to Gauge Customer Service Performance

It is not enough for eCommerce managers to train and equip their customer service teams. Measuring and tracking customer experience with the right KPIs can help the entire team understand how their consumer experience ties to overall business success, and how shoppers’ interactions with them change over time.

KPIs help eCommerce leaders appreciate their shoppers’ satisfaction level and readiness to continue doing business with them.

Here are four customer experience KPIs to track:

Net promoter score
Customer effort score
Rate of returning visitors
Revenue per customer

See the breakdown of each KPI below.

Net Promoter Score

Net promoter score (NPS) is a reflection of an eCommerce business’s customer experience. An eCommerce business’s net promoter score shows the likelihood of shoppers referring their family and friends to do business with that brand.

To calculate NPS, send a survey including the question, “How likely are you to recommend our product?” Customers provide their answers on a scale of 1 to 10.

After collecting this information, calculate NPS by subtracting the total number of entries below 5 from the total number of entries above 5.

An NPS below zero indicates a low customer satisfaction level. An NPS between zero and 30 shows more satisfied customers than unsatisfied customers. Above 30 implies that there are far more satisfied customers than unsatisfied customers. Above 70 means that customers are loyal and will be the source of a lot of word-of-mouth referrals.

Customer Effort Score

Customer Effort Score (CES) reveals how much work consumers must put into researching products and services or completing a particular task. For example, how long does it take the average shopper to get a refund, sign up, or get a request ticket answered?

Customer effort score reflects how accessible a business is to its consumers.

As with NPS, calculate CES using a survey with the question, “How much effort did you have to put in to complete this task?” Ask customers to respond on a scale of 1 to 7 or 1 to 5.

Here’s the breakdown for each scale.

On a scale of 1 to 5:

1 = Very high effort
2 = High effort
3 = Neutral
4 = Low effort
5 = Very low effort

On a scale of 1 to 7:

1 = Extremely difficult
2 = Very difficult
3 = Fairly difficult
4 = Neither
5 = Fairly easy
6 = Very easy
7 = Extremely easy

To calculate the cumulative CES, divide the sum of all consumer effort entries by the total number of entries.

The best time to measure CES is immediately after a purchase or a concluded service interaction, or when an overall customer experience report is valuable.

On a 1-to-7 scale, aim for a CES of 5 or higher. A CES lower than 5 shows shoppers are struggling with a product or service and getting minimal satisfaction from it. Above 5 means consumers find it easy to use a product or service.

Rate of Returning Visitors

The rate of returning visitors (RVR) reflects the effectiveness of customer success strategies and user experience for an online service. If shoppers enjoy their experience on the site, they’ll be more likely to return.

For an online service, calculate RVR by dividing the number of returning visitors by the number of unique visitors. The higher the value, the better the customer experience on the site.

While RVR can vary for different industries, a good RVR is 30% or more.

Revenue Per Customer

Revenue per customer (RPC) ties the overall consumer experience to a company’s bottom line.

To calculate RPC, divide the total revenue by the total customer count.

A high RPC means consumers have a consistently positive experience with a business. They are loyal, repeat shoppers who recommend the brand to friends and family.

Combined, these four KPIs provide insight into the quality of customer service, the satisfaction consumers derive from a product or service, and areas for improvement.

For example, a CES below 5 for contacting support could mean one or more of the following:

Customers don’t receive a timely response
Consumers must try multiple channels to access the customer service team
Customers must repeat themselves to every new call center agent they interact with
It takes a long time for representatives to resolve their issues

Company executives should dig deep to uncover the factors producing the low KPIs and benchmark their KPIs with their competitors to know where they stand.

5. Provide a Consistent Cross Channel Experience

A cross-channel customer service strategy allows eCommerce employees to provide seamless and consistent customer support across different channels. Shoppers can switch between, SMS, webchat, and social media without any service interruptions or inconsistencies in quality.

Cross-channel customer service helps shoppers get quick responses to their needs, improves the brand’s reputation and trust, and boosts consumers’ positive experiences.

Here are seven strategies to implement a cross-channel experience:

Ensure customers can reach employee representatives offline and online on the platform of their choice
Implement seamless transition when moving customers from one call center agent to another
Maintain comprehensive documentation on each customer to help call center agents continue conversations based on the last engagement
Build mobile-friendly customer support pages to provide mobile consumers a smooth experience
Respond on time to customer queries on all channels and present practical solutions to their needs
Create a comprehensive self-service solution to help customers solve their problems by themselves
Present a unified front and ensure every team and department collaborate and share information

Today, 95% of customers use three or more channels to connect with a company in a single service interaction and that 65% of customers expressed frustration over inconsistent experiences across channels. Establishing a presence on all available platforms might spread a company’s resources too thin and lead to inconsistent, negative experiences. Instead, focusing on meeting consumers where they are and establishing unified, consistent experiences on their most used channels will create a better overall customer experience.

With Quiq’s cross-channel digital messaging platform, employees can provide a consistent experience for consumers across different digital platforms.

Also, to implement the best customer service strategy, nothing beats working with the right conversational customer engagement platform. Ideally, interacting with consumers will be easy and fun for employees and provide frictionless support for shoppers, while increasing the brand’s competitive advantage, market share, and overall revenue.

Invest in a Quality Customer Engagement Platform

More than ever, consumers want to do business with brands that make it easy to browse, shop, complete transactions, and get support on the consumers’ terms. eCommerce businesses can gain a significant competitive advantage by providing these experiences through seamless engagement via digital channels.

Improving customer success and satisfaction is a long-term plan that requires buy-in and commitment from management, investment in training employee representatives, collecting feedback consistently, measuring the right things, and investing in a platform to manage everything.

Quiq is a conversational customer engagement platform that enables enterprises to unify SMS, email, chat, and social media interactions with their consumers all in one place. Request a demo to see how Quiq can help employee representatives provide a seamless customer service experience.

Instagram’s New Messenger API – What It Is And How Your Business Can Use It

Posted on June 10, 2021July 10, 2025 Mark Kowal

During their annual F8 Refresh conference, Facebook announced the Messenger API for Instagram has exited beta and is now available to all businesses looking to forge deeper relationships with their customers through scalable, 1:1 conversations.

The new API enables consumer brands to scale automated conversations within Instagram Direct Messages and presents a strategic opportunity to deliver premium customer experiences on one of today’s most popular social networks.

Common Uses

Send and receive text, media, stories, etc.
Retrieve conversation history from the IG business inbox.
Respond to public comments with private messages.

The API is open to all businesses. Prior to this release, brands handled customer conversations in one of two ways: either by interacting with consumers on Instagram directly or using Facebook’s unified business inbox. Not surprisingly, these options were limited by how they can be used and what a business can do with them.

The Messenger API can be integrated into any third-party application used to manage customer communications including social media management platforms like Hootsuite or Sprinklr, CRM applications like Salesforce or Oracle, and messaging platforms like Quiq.

According to Techcrunch the Messenger API will be available in a phased approach. Phase 1 will allow business accounts with 10,000 to 100,000 followers to connect to the API first. In July (Phase 2) Facebook will connect accounts with 100,000 – 1 million followers. Future updates will include all other accounts by the end of the year.

Before getting started with the new Messenger API, a brand must have access to the following:

An Instagram Business Account or Instagram Creator Account
A Facebook page connected to that account
A Facebook developer account that can perform tasks on that page
A registered Facebook app with basic settings configured

Generally, brands that work with Quiq have an Instagram account and Facebook page set up. Our team of knowledgeable conversation experts will handle the developer page and Facebook app setup for you.

How Businesses Use Instagram’s New Messenger API

Facebook reports that 500 million accounts visit Instagram’s stories daily and 130 million Instagram accounts tap on a shopping post to learn more about products every month. Given the widespread adoption of Instagram and more specifically, the engagement with shopping and product-specific posts, brands must develop a messaging strategy that includes Instagram in order to compete.

Here are four ways to get started with the new Messenger API:

1. Engagement: How To Start Conversations on Instagram

Perhaps one of the most important new features of Messenger’s API support for Instagram is the ability for customers and brands to initiate automated conversations through various entry points on the platform.

Customers can start conversations with businesses through the brand’s Instagram profile page.

Instagram Stories have also been enhanced to provide an additional opportunity for brands to initiate automated 1:1 conversations with customers.

Customers browsing Instagram Shops can also start conversations with brands when they have product or shopping-related inquiries.

Consumer brands can now initiate 1:1 conversations with shoppers who leave questions and comments on brands’ posts.

By integrating Messenger’s API Support for Instagram with highly-intelligent conversational automation, businesses can initiate conversations at each of these entry points and deliver highly-personalized messaging experiences — entirely at scale.

2. Consideration: Addressing Product Questions and Concerns

After driving shoppers to 1:1 conversations on Instagram, brands can leverage conversational automation to provide answers and responses to customers’ frequently asked questions.

By addressing customer inquiries directly within Instagram, brands can further ensure a comprehensive online shopping experience without ever leaving the platform

3. Purchase: Helping Shoppers Find the Right Products

Consumer businesses can also use automated conversations within Instagram to help drive shoppers to purchase.

By leveraging Messenger’s API support for Instagram, brands can provide shoppers with guided shopping experiences that deliver highly-personalized product suggestions based on their conversational inputs.

4. Care: Seamless Order Management and Support

Lastly, after making a purchase, customers can leverage conversations within Instagram to get post-purchase order updates and more.

Through this experience, shoppers can receive immediate responses to their current order status and more.

Try Instagram’s New Messaging API Yourself

Before you dive into deploying Instagram Messaging, you may want to experience it for yourself. Original Coast Clothing (OC) is a fictional clothing brand created for the purposes of showcasing Instagram’s features.

Try it now by searching for Original Coast Clothing on Instagram. You can initiate a conversation by tapping the “message” button. This demo should serve as inspiration for brands looking to deliver a great customer experience using both automation and live agents.

Getting Started with the New Messenger API for Instagram

As the new API exits beta and becomes widely available to consumer brands, many businesses are eager to get started using it to provide highly-personalized and scalable customer experiences on Instagram.

Learn how to deliver scalable customer experiences on one of today’s most popular channels: Instagram.

Introducing Quiq Translate

Posted on March 26, 2021July 10, 2025 Max Fortis

We’re excited to announce the launch of Quiq Translate, a new feature that translates multi-language exchanges between customers and agents. With Quiq’s language translation services Quiq Messaging is enhanced to support the automatic translation of incoming and outgoing messages in a conversation.

Quiq’s digital conversation platform drives operational excellence in digital customer support and service with features that teams can use to manage and measure cross-channel messaging in a single intuitive workspace. With Quiq Translate, companies can translate over 100 languages making messaging even more accessible and convenient.

Why Translation Matters To Your Business

For many companies, providing service and support In their customers’ preferred language can seem daunting. How do you communicate in multiple languages and provide excellent customer service without hiring a native customer support agent for every language out there? Let’s start with another question – why should you?

There are a lot of great reasons our clients use Quiq Translate, not the least of which is making support more accessible to the people they serve. Let’s discuss a few of the more common driving factors that make multilingual customer support key for businesses to provide positive customer experiences. The kind of experiences that build trust and loyalty.

Your company’s growth

Customers become more linguistically diverse as businesses gain international buyers, or expand to new markets. As your company expands, you’ll need to remain sensitive to your customers’ needs. A global company with operations or offices in many different countries, has to communicate in multiple languages to provide excellent customer service. But the need to offer support in a customers’ native language isn’t just for big multinational companies. Even if you’re doing business in the US, the changing market requires multilingual customer service and support.

Changing demographics

Every year, the U.S. Census asks survey recipients if they speak a language other than English at home. If the respondent answers “yes”, they are then asked “How well does this person speak English?”. Any answer other than “Very well” defines the respondent as Limited English Proficient (LEP).

Of the total US population, LEP individuals now account for about 9%. The consumer buying power of Limited-English proficient populations will continue to show considerable growth. Hispanic and Asian-American populations alone represent 70% of LEP consumers in the United States, and providing excellent language services means not missing out on the opportunity to connect with and serve new markets.

Security

Interacting with customers means highly sensitive data can be shared during the support interaction. When engaging with Limited-English speaking customers, companies may give agents the freedom to use free online translation tools, this can leave the door open to data leaks and not give the organization full view of the engagement.

<>If you think you need to hire agents with language specific skills, customer service interpreters, or professional translators, think again. It’s possible to enable fast, cost effective translation services with Quiq Translate to deliver superb customer service.

Translating Your Digital Conversations With Quiq

Agents specify which languages they can handle. The language of the conversation is detected based upon the customer’s message. If the agent doesn’t speak the customer’s language, incoming messages are automatically translated. The agent can still see the translated message and the original untranslated message.

Outgoing messages from the agent are automatically translated, so customers receive responses in their preferred language. Both the original and translated messages are stored as part of the saved message transcript.

Better Agent and Customer Experiences

Working as a customer service representative can be challenging, especially when managing multiple customer queries and claims. One of the most compelling reasons our clients choose to shift to digital channels is that asynchron

ous engagement makes it easy for agents to handle multiple conversations at one time.

A boost in productivity is just one advantage that messaging has over other methods like phone calls and emails. Add to that the absence of noisy environments that make it difficult to carry on a phone conversation, the ability for the customer to pick back up on a conversation when it’s convenient for them, and automation features like chatbots that make routing, queuing, and self service faster and more accurate and you see why messaging makes for good communication.

But language barriers can get in the way of good communication. Providing your teams with the right tools will enable them to better handle customer requests and keep them motivated. The benefits for support teams are both quantitative

, with less calls and substantial time saved, as they are qualitative: the dialogue with customers is also improved.

More Languages, One Workflow

Quiq Translate is a native feature of Quiq Messaging and available on all messaging channels. Messages are automatically translated in over 100 languages across the most popular digital messaging channels, including SMS/text, Apple Messages for Business, Google Business Messages, webchat, Facebook, Twitter, and more.

Quiq Messaging Administrators have the ability to enable or disable the Quiq Translate feature with a quick toggle in the Admin UI. Once enabled, agents can set their preferred language, which is the language messages will be translated to. Quiq automatically detects the customers’ language or agents can manually select the customer’s preferred language, or the customer can select and set their preferred language from a list.

Once preferred languages are selected, Quiq Translate does the rest. For example, an agent has their preferred languages set to English. If they accept a conversation and the messages are in Spanish, Quiq Translate will automatically translate Spanish messages to English for the agent and any English responses will be translated to Spanish when the customer receives it.

The agent can view all messages as they were originally sent. The ability to toggle between the original message as it was written by the customer and the translated messages ensures that nothing, quite literally gets lost in translation.The conversation history can be viewed by agents, and managers within the systems they already use. Our platform integrates with the CS tools you already use such as Salesforce, Zendesk, Oracle Service Cloud, and Shopify, so you can get started quickly. Or simply use our APIs to build custom integrations for what you need.

The City Of Knoxville, Quiq Translate In Action

The City of Knoxville, which has been piloting the technology, said that Spanish speakers are one of the fastest growing groups in the Knoxville area. The City is eager that its services reach this population, many of whom prefer mobile devices and text and messaging as their preferred method of communication.

“We’re trying to reach people where they are and speak to them in the language they’re most comfortable with,” Russ Jensen, director of the 311 Center for Service Innovation, said. “We want them to feel safe asking for help.”

The City has been working closely with Quiq for nearly a year. In April 2020, they launched a Covid-19 chatbot to help residents get important information related to Covid-19, such as a symptom checker, or to access services such as food banks.

Knoxville’s 211 service now has a chatbot available in English and Spanish with more languages on the way. Carter Hall, with the City of Knoxville, says that Rundia, an East African language is next.

Ready For Multilingual Customer Service and Support?

The world is getting smaller and more connected, and businesses are growing on a global scale. Language can no longer be a barrier to this. You can easily deliver exceptional customer service regardless of your customers’ preferred language with the help of Quiq’s Messaging Platform and Quiq Translation.

Schedule some time to speak with one of our conversation experts to learn how you can serve more consumers in their preferred language using Quiq Translate.

What Your Customers Think About Using Customer Service Chatbots

Posted on January 21, 2021July 10, 2025 Michael Hartsog

Chatbots have become very popular because they save time and resources by automating customer support services. Bots are often used to address common customer inquiries, allowing human agents to focus on solving more complex problems.

We’ve seen our share of bots go to work within organizations. There’s a long list of companies that have been able to lift productivity, boost customer retention, increase customer referrals, and facilitate a better overall experience for their customer.

With all these benefits, there’s still an important question that might be nagging you. What do your customer’s think about using bots in their interactions with you? Read on and find out.

What do consumers think about chatbots?

Before we dive in, let’s consider the knowns.

Consumers hate to wait

In a survey of “more than 2,500 consumers, nearly 60% of respondents believe that one minute is too long to be on hold,” PRWeb reports. “In addition, 32.3% of consumers believe that customer service departments should be answering immediately—with no hold time.”

Customer experience is more important than ever

Not only do 80% of customers believe that the experience a company provides is as important as its products and services, according to Salesforce research. more than two-thirds (67%) say their standard of what defines a good experience has been raised. With 76% of consumers and business buyers saying that it’s easier than ever to take their business elsewhere, the pressure is on for organizations to get the customer experience right.

Chatbots aren’t the silver bullet to correcting any and all service issues, but they can complement the support experience. Chatbots often act as the front line, giving customers a quick friendly greeting and providing answers to common questions — fast. And because we know that #1 holds, whether we’re talking about waiting in line for coffee, or waiting in a queue for support, it’s important that companies respond to customers quickly.

Most consumers have already interacted with a bot

Voice of customer (VoC) platform Usabilla released a report showing that humans love AI and chatbots.The company surveyed 1,000 US consumers in August 2018 who used customer service options such as FAQs, chatbots, or automated options that allowed them to completely avoid human interaction for a customer service issue.

Nearly three out of four (70%) respondents said that they have used chatbots already, and of those who have not, 60 percent said that they would feel comfortable doing so.

All of these findings back what everyone already instinctively knows. Consumers want real-time interactions, and chatbots deliver. According to research, the majority (86%) of consumers would choose getting an answer from a chatbot over filling out a form on your website.

Why Consumers Like Using Chatbots

According to ZDNet, 54% of consumers would always choose a chatbot over a human customer service rep if it saved them 10 minutes. There are three simple reasons why consumers like using chatbots:

Always On

Chatbots don’t need coffee breaks, holidays off, or long weekends. Chatbots are the always-on extension of your contact center. Customers like that they can get some support no matter when they need it, even if it’s outside of your normal business hours.

Fast Responses

Unlike human agents, chatbots can access information with greater speed and consistency. Consider how quickly a bot can look up an order and provide a customer with a tracking number. Even transferring the customer’s conversation, either to another bot or to a human agent, happens with a lot less frustration and friction from the customer’s end than, say, being placed on hold during a phone call.

Convenient Access

With so much time spent on their phones, consumers appreciate how easy it is to engage with and respond to a chatbot on mobile messaging. Customers get the help they need, when they want, and wherever they prefer. Rich messaging experiences, such as those provided by Apple Messages for Business and Google’s Business Messages are examples of how bots can present options to schedule appointments, add products to a shopping cart, or look up order information. These experiences are beautifully-designed, media-rich, and offer simple touch targets for customers to engage on-the-go.

How Consumers Use Chatbots

Chatbots are on the company front lines in a wide-range of industries. Research shows that there are even some transactions that the majority of consumers expect to do without any human interaction.

Things such as scheduling appointments, receiving order status, updating personal information, and getting updates on recent transactions are common customer inquiries easily handled by bots. But, chatbots aren’t just for common, redundant tasks.

In the Forrester Webinar “How to Successfully Deploy Messaging and Bots In Your Business,” we heard from two very different companies using messaging and bots. Devlin O’Neill discussed how Lululemon is using bots to help retail customers find the right product, while Thomas Crawford from the Mortgage Center spoke about helping homeowners refinance.

As stated above, consumers are becoming more comfortable with chatbots. The reason is clear – whether it’s getting a product recommendation, promotion, or a reminder that their credit union can refinance their home, consumers want to get the information they need fast. If they feel like a solution gets them information more quickly and allows them to achieve a goal (like getting a better mortgage rate), they’re more likely to engage with it and feel satisfied with that interaction.

Redefine Support With A Chatbot In Your Organization

When the experience is done right, consumers love engaging with bots. Your customers will expect to find your bots to be quick, easy, informative, friendly, and dare we say, sometimes a little fun.

Quiq’s digital engagement platform enables you to design and deploy bots across your entire organization on all of the channels your customers want to use. Any combination of native Quiq customer service chatbots, bots developed in third-party bot platforms and human agents can participate in a conversation. Schedule some time with a conversation expert to see how bots can go to work for you and your customers.

Pella Resolves Pane Points with Messaging

Posted on November 29, 2020July 10, 2025 Mike Zinne

Pella Corporation is a leading designer and manufacturer of window and doors. Pella has over 7,000 team members, 17 manufacturing locations, and more than 200 showrooms across the country. Pella supports every step of the customer’s journey, from design to installation, and support after the sale. Pella’s unique advantage is that they distribute where their customers want to buy, through exclusive Pella distributors and custom builders, to big box retailers like Lowe’s.

Pella is committed to exceeding customer expectations, and that includes customer support. Pella recognized that strong sales growth directly impacted the need to scale their contact center. The company turned to Quiq’s Messaging platform to achieve efficiencies such as a 98% faster resolution time with messaging vs. email.

Pella Rolls Out Customer Support Messaging

Pella partnered with Quiq to implement messaging and went live with the platform in January of 2020 within the corporate contact center. The plan was to start with a subset of their customers and agents, build something and then learn from it.

The first Rollouts included:

Messaging support for Pella’s National Account Sales Reps, who service some of Pella’s largest B2B customers like Lowe’s.
The company chose four phone agents to go live with the messaging channel.
The agents were provided with 2 hours of hands-on training and then allowed to spend time practicing with the system.
Pella sent out a communication to their sales reps to promote the channel explaining how the new messaging channel worked and when it would be available.
Regional Managers were invited to a virtual meeting to unveil the new channel and were excited about this new support channel.

The Pella team was impressed with how smoothly the launch was executed and chose to expand the launch to include an Order Status chat bot that would handle any requests for Order status. This bot supports the sales reps and B2B customers as well.

Pella designed the order status bot, which includes an integration with Pella’s order system
The bot is also able to seamlessly hand off any conversation that goes beyond order status or requires further research to a group of contact center agents.
With the help of the Quiq team, Pella was able to deploy the new bot quickly and effectively.

Flattening the Contact Center Growth Curve

Adoption began almost immediately. Volume quickly ramped up as many of the sales reps became early and eager advocates for messaging, sharing their experience with colleagues. Both agents and reps love the ability to share screen shots, gifs, and links within their conversations to quickly exchange information. Today, the entire National Account Support team takes conversations from sales reps. Agents typically handle up to 3 simultaneous messages at a time with the average conversation lasting 5 minutes.

Prior to the implementation of messaging, the contact center received thousands of phone calls and emails from sales reps. Since implementing SMS, at least 15% of phone calls have been deflected to the messaging channel.

Messaging helps sales reps get the information they need faster, making in-home meetings with customers more efficient. Now resolving something over text takes an average time of 8 mins on SMS vs. emails that could sit in a reps inbox, and were averaging over 7hrs, for resolution. The 98% faster response time is paying off.

In one example, a customer wanted to know if they could have windows that matched their existing trim while meeting with a Pella sales rep in their home. The rep was able to snap a picture of the trim and text the question and photo to an agent. Within 20 seconds the agent sent a picture of three trim options that would work. Because the customer immediately received the information they needed, the sales rep was able to close the sale that day.

“Agents prefer messaging over talking on the phone. Over the phone, if there are 10 seconds of silence while you’re looking up something in the system, it feels like an eternity. When you’re texting, the communication is asynchronous, so the messaging agents feel less stressed and hurried, yet they’re faster than the phone agents.”

~ Traci Scott, Pella

Pella’s Order Status Bot

With a successful implementation of SMS under their belt, the Pella team decided to automate some of their conversations with the help of a Quiq bot. The company rolled out an order status bot in May of 2019, integrating it with their order system.

The integration of Pella’s messaging bot with the company’s order system enables B2B customers and sales reps to simply type in the order number to receive an instant, real-time status of the order. Since launching the bot in May, customers have been able to quickly receive status updates without the need to speak to an agent. When a human agent needs to intervene, it is easy for the conversation to get transferred to one of the two agents who support order status inquiries.

What’s Next at Pella For Customer Messaging

Although COVID-19 changed the order of Pella’s project roadmap and drastically shortened the implementation time, messaging remains a priority for several use cases throughout the customer’s experience. The results achieved from messaging and chatbots for the National Account Sales Reps has Pella anxious to get started on the next project.

Pella sees no shortage of opportunities to help their B2B and B2C customers with messaging. Pella also sees the potential for a bot to do outbound appointment reminders.

Messaging has helped the company craft a digital customer experience that is faster and more convenient for customers and more efficient for the company. A clear win for everyone.

About Quiq

Quiq is ready to help your company gain efficiencies within your contact center. Schedule a call or contact us to discuss how Quiq’s messaging platform and bots can work throughout your organization to streamline workflows, reduce costs, and increase customer satisfaction.

How Chatbots for Customer Experience Deliver Results

Posted on October 2, 2020July 10, 2025 Mark Kowal

Chatbots deliver results across a variety of industries. From retail to travel, chatbots are there to help improve the customer experience, acting as the always-on, always-ready assistants your customers want.

Consumers are interacting with chatbots for customer experience more often, even if they don’t know they are engaging with a chatbot. Read our infographic below to discover why 80% of businesses will utilize some form of chatbot automation by 2020.

What Are AI-Powered Chatbots?

AI chatbots are automated systems designed to hold simple conversations with consumers and leads. They’re often used for live chat on websites, ready to help answer questions for shoppers who are browsing.

Chatbots are programmable, meaning that online retailers can rely on them to address questions on specific topics when no representatives are available. They can respond directly to certain keywords and questions, and their speed is ideal for consumers who may be in a hurry to receive an answer before they decide to buy a product. While bots are often less useful for complex or customer-specific queries, they can generate valuable resources and responses to more basic questions within seconds.

Today, chatbots are commonly used to help retailers save time and provide immediate answers to consumers. They can appear as pop-ups on websites, in SMS messages, and more. Thanks to their speed and convenience, they play a major part in enhancing the overall customer experience.

Who Uses AI Chatbots?

Artificial intelligence chat options can benefit a wide range of industries, from retailers to banks to dating websites. Retailers and financial institutions use chatbots as a way to communicate with leads and existing customers without requiring a live representative for every interaction.

One minute can make the difference between a successful transaction and a lost lead. Chatbots are useful for product and service providers who want to increase the likelihood that shoppers will buy. A bot can simulate human conversation, increasing trust between the consumer and retailer in a cost-effective way. This solution can integrate smoothly with any website management strategy, convincing customers to stay on the website longer.

Chatbots have become more mainstream in customer service as retailers start to rely more on mobile solutions and personalized messages. Phone calls and emails can be a hassle, and the wait times can drive away leads. Chatbots eliminate these wait times while making life easier for both agents and consumers.

Why Use Chatbots to Deliver Results?

Chatbots offer an easy, personal way to interact with shoppers. They’re less tedious than using real-life agents for basic questions, and they reduce the time it takes to handle customer demands. Quiq chatbots deliver a variety of results at once and provide many other benefits for retail and financial websites.

1. Chatbots Help Engage Customers

From the moment someone visits your site, logs onto your app, or connects with your social media page, a chatbot can be there to start the conversation.
57% of consumers are interested in getting real-time answers from bots on a company website¹.
Chatbots can guide customers where they need to go, based on feedback, browsing history, and other personalized variables. Bots continually learn from interactions and use the information to get better at helping agents and consumers.
Available 24/7 and across a variety of platforms, consumers can connect with your brand whenever they want, using the messaging channels they already know and use.

2. Chatbots Improve Customer Service

95% of consumers believe customer service is going to be the major beneficiary of chatbots².
Chatbots can open support tickets, answer questions, collect feedback, and point customers toward helpful resources quickly and efficiently.
Bots are only as good as their programming but good bot interactions escalate to human agents if they get stuck in conversations.
Chatbots can route customers to the right customer service agent, while providing the agent with useful customer information.
Chatbots are predicted to handle 85% of customer service interactions by 2020³.
Setting up a chatbot platform is a cost-effective way to relieve human agents of simple, repetitive tasks, and increase efficiency.
Chatbot automation could save businesses an estimated $8 billion a year⁵.

3. Chatbots Increase Conversions

Chatbots can monitor conversations in real-time and analyze the available data to suggest products to human agents. 47% of customers would buy items suggested from a chatbot⁴.
Set rules for your chatbot to recognize keywords such as “buy” or “purchaase” to prioritize customers who may need help with a transaction.
Chatbots can present dates and times for customers to schedule appointments and reservations that customers can book with a tap of a button.

How Chatbots Can Be Used in Your Business

If an industry leader is looking to reduce agent workload or find ways to increase sales, customer experience chatbots could make a massive difference. AI-powered bots help retailers in all sectors stay competitive by saving time and providing valuable information that consumers can count on.

Automated systems generate responses faster than a human behind a computer or phone screen, and they can serve multiple customers at a time. It’s easy to program chatbots to answer certain types of questions and provide answers on a variety of topics. You can also use them to prioritize shoppers in need and reserve more complex issues for real-life experts. Quiq platforms allow businesses to integrate both chatbots and personalized messaging for the optimal customer experience.

Quiq: Your Messaging and Bot Solution

Customers are knocking. Are you going to answer? Quiq has the leading asynchronous platform to enable customers to connect with companies across today’s most popular business messaging channels. You know them. SMS/Text Messaging, Web Chat, Apple Business Chat, Google Rich Business Messaging, Facebook Messenger, and Twitter Direct Message, to name a few.

Let Quiq help you incorporate native and third-party bots into any part of the customer conversation to streamline your workflow and deliver results. Contact Quiq for a demo today by visiting www.quiqstaging.wpengine.com.

Customer Service Tips: Facebook Messenger for Business

Posted on September 27, 2020July 10, 2025 Mark Kowal

We can all agree that the advent of social media forever changed how consumers engage with companies. Over a relatively short time, consumers gained access to public platforms on which to voice their thoughts and opinions. With this newfound megaphone, consumers’ opinions, once constrained to their close friends and family, can now reach the eyes and ears of the world. In the best of cases, consumers promote and propel a new company or service to success, and in the worst, consumers damage a brand’s reputation for years.

The discussion about whether or not to offer customer support over social media has been debated inside the walls of every organization. Social media as a customer support channel has become fairly standard. Major brands aren’t just adopting social customer service; they’re making it a priority. Did you know that 67% of companies believe social customer service is the most pressing short-term priority for the contact center (Forrester)? This is largely due to the fact that over two-thirds of customers who contact a company on social media, do so for customer service (J.D. Power).

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The Benefits of Using Facebook Messenger

Facebook marketers can take advantage of a wide range of opportunities when they use Messenger to facilitate communication with consumers. Social media marketing with Messenger offers several benefits.

Improve Customer Accessibility: Statistics indicate that about 2.7 billion people use Facebook regularly. This creates a fantastic opportunity to use messenger chatbots and agents for brand-building and customer support. As long as someone has a Facebook account, they can easily reach service representatives at any time.
Build Trust With Customers: Consumers like having the option to contact businesses through messaging platforms. If a support representative is willing to engage in honest conversations and listen to customer needs, those customers will be more likely to trust the brand in the future.
Answer Questions Quickly: While phone and email communication can be slow and tedious, instant messaging can help consumers receive the answers they need much faster. Messenger bots can provide answers to simple inquiries within seconds, which helps save both time and money over the long term.
Increase Purchase Intent: In some cases, the only thing stopping a consumer from making a purchase is a lack of information. If they can find that information easily, they’re often more likely to buy. Facebook IQ marketing solutions help businesses connect with shoppers on a more personal level. While it’s easy to get a consumer’s attention, keeping their attention takes a little more time and effort from customer support.

Tips for Using Facebook Messenger for Business

With Facebook’s continued investment in Messenger, which allows customers to engage with companies via private messages, the question is no longer about whether customer service should be offered on social platforms like Facebook, but how to offer this type of social support most successfully. While some companies are cautious when it comes to using Facebook Messenger for business, consumers are actively seeking help on this channel.

Consumers want to message companies how and whenever they want, and companies must figure out how to best handle this latest consumer expectation. How should a company prepare to launch Facebook Messenger as a customer support channel? Here are eight tips to consider:

1. Be Responsive

The first thing to prepare for is the customer’s expectation for a quick response.

To give you an idea of what to shoot for, let’s dive into a business Facebook Page. Have you ever seen the Very responsive to messages badge? This badge shows which Pages respond quickly and consistently to private messages. To get the badge, a page must have both a response rate of 90% and a response time of 15 minutes or less, consistently over seven days. Even if this badge isn’t a goal for your business, it does provide insight into what “responsive” means in 2017.

Also, know that customers want 24/7 support—issues don’t stop happening on nights and weekends. A study from Convince & Convert found that among those respondents who have attempted to contact a brand, product, or company through social media for customer support, 57% expect the same response time at night and on weekends as during normal business hours.

That’s a tall order! But adding messaging actually makes your customer support team more efficient. Not only that, you will see a shift from inbound phone calls to messaging, a significantly less expensive channel. Be sure to respond quickly to your customers over messaging, just as you do with your other channels.

2. Understand Customers Control the Cadence

There are many reasons a customer may engage a business via Messenger:

tracking a shipping date,
having trouble logging in,
checking the status of a return,
pre-purchase questions, or
trying to resolve an issue.

Helping customers on their preferred channel, in their preferred time frame, can give customer support CSAT scores a boost. But to communicate on Messenger effectively, businesses need to understand the difference in cadence with this channel.

With all other channels (phone, email, web chat) the company is able to control some or most of the interaction speed. Using Messenger for business, and messaging in general, is different. Customers control the pace of the conversation, not the company. Because customers will message a business just like they do a friend, they will expect companies to respond similarly. If the customer is active and highly engaged, messaging quickly, they will expect your agents to follow suit. However, if they constantly shift gears and thus the pace of the interaction because life gets in the way, they will expect you to adjust as well.

Customers should have no question about how to contact Facebook Messenger support for your business—sending the first message should be all it takes to get the ball rolling. Make sure to enlist a solution that helps agents easily and efficiently manage the flow and cadence of conversations. Look for a multi-conversational interface that proactively prompts agents on how to effectively handle multiple messaging conversations simultaneously, all at the pace of each customer

3. Offer More Than Facebook Messenger Support

In addition to being a great customer service solution, Messenger can also be a powerful pre-sales resource. A potential customer perusing your Facebook page, may not want to ask a question on your wall because it is such a public forum. Messenger is an avenue for potential customers to ask questions privately while they’re considering making a purchase. Giving customers a high-touch and responsive experience can provide them just what they need to pull the trigger on a purchase.

Make sure agents are ready to answer questions, provide suggestions, and guide customers through their purchase experience without being too pushy. Customers will be turned off if they feel they’re being pressured, but appreciate thoughtful suggestions to help them along their purchase decision path. Providing an effective Facebook Messenger support system is a great way to provide users with the support they’re looking for via their preferred communication channels.

4. Choose the Right Agents

Just as Facebook Messenger is frictionless for the customer to use, because your agents are also customers, they too are already comfortable with the channel.

It takes someone thoughtful in their communications to handle the art of responding on behalf of your organization over social media. Most companies have a healthy fear of social media channels such as Facebook, and although more private, this is still something to consider when using Messenger as a support channel. Make sure agents are well-versed in social support and receive coaching before setting them loose.

That said, a messaging solution can also be a fantastic training solution, if the technology allows behind the scenes coaching and collaboration. Managers can watch a conversation unfold or be available to help an agent in the background, without the customer knowing. And, with the correct system in place, an agent can transfer the conversation to their coach, or a manager can easily jump in take over a conversation if needed.

When the right agents, with good social media judgment, are in place, you can give them the power to get it all right with technology.

Those that contact Facebook Messenger support for your business should have a seamless experience, from initial contact to conclusion. When the right agents—and good social media judgment—are in place, Messenger can be an effective way to improve customer outreach and support.

5. Take Advantage of Multimedia

As the saying goes, “A picture is worth a thousand words”, so goes customer support! Facebook Messenger is a rich, multimedia-capable channel that includes emojis, images, videos, and stickers. Customers send their friends and family photos to help explain things more easily, so give them the opportunity to interact with customer support in the same way.

Agents should feel prepared and comfortable to send and receive images and videos to help them get to the bottom of an issue. The ability to use images and emojis, coupled with text shortcuts or snippets, can shorten the interaction time, solving the issue faster and at a higher satisfaction level. Set agents up with a stockpile of relevant media, or give them the ability to snap photos and video on the fly to handle common issues.

Also, don’t overlook the personalized touch of using emojis! Tactfully using emojis or stickers in messages is an easy way to infuse personality and emotion into support interactions.

6. Manage Expectations

Diving headfirst into a new Facebook Messenger marketing strategy can be a major risk, especially when a retailer implements new technology. Setting realistic goals is an essential part of the process to ensure customer service agents can stay up to date and collect valuable feedback. Without proper expectation management, retailers are likely to overextend their budgets and resources, which can lead to losses.

Messenger communication requires marketers to develop a plan, a proper ad campaign, and a unique voice. There are many factors to consider, such as automated solutions and Facebook Messenger’s range of features, which can all have an effect on overall performance and success.

Facebook Messenger marketers may set up automated messages for common questions that shoppers ask. They may want to create a detailed management plan for their messages and customer interactions. These can be achieved over time with the proper tactics and resources in place.

It’s important for retailers to establish realistic expectations for Facebook marketing strategies and set accommodating goals. By creating small goals and reaching for them one at a time, industry leaders can transition to new strategies without running into as many delays.

7. Establish a Protocol for Messages

The debate of which department should own social media has occurred since Facebook’s inception. By now your company likely has a process for addressing inbound support inquiries, product comments, customer posts, and outbound social engagement on your Facebook page, and whether it’s the role of customer service or marketing to jump in depending on the situation.

Many, if not most, inbound messages you receive in Messenger will be support or pre-sale inquiries. Make sure to work closely with marketing to establish a protocol that ensures timely, knowledgeable responses by the right people. Or opt to have customer support own the Messenger platform all together!

8. Launch This New Channel

After Messenger is enabled, make sure customers can find you. Of course, your customers will be able to send you a message by clicking the “Send Message” button that’s now on your page. But it’s important to also make sure your business page username (indicated with the @ symbol before it), is also set. This will help customers find your business on both Facebook and the stand-alone Messenger app.

Another option is to use Messenger Links, which use a Page’s username with the URL (m.me/username) that, when clicked, opens a direct conversation with your business in Messenger. Simply add your username to the end of the m.me/ to create your Link.

Ever wondered what those crazy blue circles were that you keep seeing in Messenger? These are Messenger Codes, which work similarly to Messenger Links, but users scan the code using a phone camera to open a new message.

Take Advantage of Facebook Messaging

In a world of Facebook posts, instant messages, and chatbots, embracing the latest technology is the best way to build retail or eCommerce success. Millions of people send messages and scroll through Facebook every day using their mobile phones. This opens up the opportunity to reach consumers at any time from almost any location.

Quiq offers messaging software and automated solutions that retailers use to enhance customer service and social media strategies. For more information about Messenger chatbots or live messaging options, contact Quiq and request a demo today.

Best Practices for Implementing Messaging for Customer Service

Posted on September 15, 2020July 10, 2025 Michael Hartsog

It has been established that messaging is the highest rated contact method for customer satisfaction compared to all other communication channels. (eWeek). However, like other service channels, messaging comes with a unique set of considerations when implementing it into your customer service centers. This is why it is important to do a little prep work to help ensure successful adoption. Three things to consider for a smooth implementation:

Business Metrics and Goals
Staffing and Training
Customer Adoption

Business Messaging Best Practices

Since most consumers communicate via phone and text, industry leaders are finding new ways to adapt by using high-quality messaging apps and software. Business messaging for customer service is a quick and convenient way to interact with customers in today’s competitive market. These four messaging best practices can help businesses transition smoothly to text communication.

1. Business Metrics and Goals

Aligning your goals for the messaging channel with your business objectives is the first step. Make sure that there is alignment with all stakeholders. Everyone should know why the company is offering messaging and the intended outcomes. The best way to do this is to establish goals and baseline metrics from the beginning. Some key goals and metrics would include:

Business Metric: Cost Reduction

Goal 1: Offload phone calls to messaging channel
Goal 2: Increase agent productivity
Metrics: Monthly calls received, monthly calls presented to the agent, cost per contact per channel, # of inquiries per channel

Once the messaging channel is opened up to your customers, there will be a progressive transition from phone calls to messaging, typically in the 10-20% range to start, growing over time. Not only that, agents that work the messaging channel will be able to handle multiple conversations at once versus phone calls that must be 1-1. We have found, depending on the complexity of the inquiries, agents can handle approximately 10 simultaneous conversations. With the ability to include images and videos over messaging, agents can understand and solve problems faster. This increased agent productivity and efficiency, coupled with the shift from phone to messaging, results in significant cost savings for your organization.

Business Metric: Employee Productivity

Goal 3: Improve time to resolution
Metrics: Number incidents handled by day by agent, first contact resolution rate, time to first response

The pure nature of messaging can allow for faster interactions. They may not always be shorter per se, due to the pace the consumer engages, however the time it takes for the agent will likely be shorter than a phone call. Conversations are direct and to the point. Because agents can easily manage multiple, simultaneous conversations, they are more productive than if they have to handle phone calls or emails. With the addition of images/video agents can understand and solve problems faster. Likewise, agents can send multi-media back to the customer allowing them to see the solution

Business Metric: Customer Satisfaction (CSAT)

Goal 4: Increase CSAT by 5 points
Metrics: Customer satisfaction survey results, employee satisfaction results, resolution rate

The consumer is one of the most important factors for business representatives to consider when they implement new marketing or communication strategies. Research suggests that about 96% of Americans own a mobile phone, which means mobile can be a reliable way to stay in touch with customers. What matters most is that those consumers are satisfied after each purchase. A business can determine customer satisfaction by using the results of a CSAT score.

Retailers can use messaging apps and unified communications solutions to evaluate customer value perception. This may include taking surveys and performing check-ins with consumers post-purchase. It’s possible to build up a CSAT score and find areas of improvement by collecting feedback from customers about push notifications and instant messages. With access to this essential data, business leaders can work toward solutions that allow them to provide the best possible customer experience. A retailer leader can also measure CSAT scores by surveying the satisfaction of service agents.

2. Staffing and Training

Staffing for a new channel like messaging is not as daunting as it seems. A great start is to gauge your current call volume. You can generally expect 10-20% of customers will select messaging over making a phone call once you make it known that it is available. One popular option is to assign a set of agents to a single “live” channel, such as messaging, and then supplement their time with email. Some other best practices include:

Messaging Etiquette: If you are using phone agents to now be messaging agents, be sure to test their writing skills. Depending on the demographics of your customer base, agents may need to adjust their voice to be more or less formal. Additionally, their style of writing may require proper language use, which includes spelling and grammar, or they may need to freshen up on their texting shortcuts. Not only that, it may be wise to also consider a policy for emoji usage. The decision should be driven by the desired voice and persona of your brand.

Staff Training: There is not much training required at all for agents to step in and handle the incoming messages, particularly if you select a messaging solution that seamless integrates into your existing CRM solution. We all text multiple times a day and this is no different. Something to focus on instead are any pre-built messages that can be sent and having a small library of those available to leverage. For example, a standard greeting, response to an order status inquiry can be written ahead of time as pre-built snippets. Agents can then use shortcuts to quickly respond to common questions.

Access to other applications – Generally you will have the choice to integrate messaging into the primary application agents use or add messaging as a separate channel. Either way, be sure to take advantage of the messaging solution’s user interface. Quickly integrating one or more applications will save agents invaluable steps and time. For example, if agents need to access an order system or billing system or a knowledge base for nearly every interaction, make sure those are integrated into the messaging interface to eliminate clicks and save time.

3. Ensure Customer Adoption With Unified Communications

Finally, and most importantly, you need to let your customers know that messaging is now available. Some great ways to start are:

Inbound Communications

Phone
- Inform customers as they are actively engaging with your organization
- It is easy to let customers know they can now text or message your customer service team while they are on hold or as an intro message before routing them to the appropriate queue.
- Even better, you can give customers the option, while they are in the IVR, to initiate a text instead to resolve their inquiry.
Website/In-Apps
- Place the offer to message first and foremost on your mobile site, not just on the contact page.
- Add the text button to both the Contact Us and Customer Service areas of your website.
- On the main website, update any references to your phone number to include “Call or Text”.
Social Channels
- You are likely ahead of your competition when it comes to adopting messaging, so promote this new offering on your social channels
- Turn on Facebook Messenger and let customers know they can reach you with questions

Outbound Communications

SMS: The obvious first step is to determine if you would like to proactively communicate via SMS with your customers in addition to offering messaging as a support channel. If so, this is a fantastic opportunity to shift from marketing blasts to conversations with your customers.
Email: Many of our clients share the adoption of messaging as a way to engage with customers through their outbound email communications by including it in a newsletter or other promotion
Press Release: Many brands pride themselves on being innovative and leading their competition, so promoting this publically to demonstrate their commitment to the customer experience sets them apart
Direct Mail: Depending on your demographic, a messaging announcement can be included on a planned flyer
Registration: When customers sign up, register, or provide their personal information to you, ask them for their mobile phone number and tell them they can now be identified in the case they have any issues or questions and want to message your company. If you plan to use it for outbound communications, be clear to state that and of course, follow the CSAM and other opt-in/out requirements.

4. Monitor Results and Improve Accordingly

Developing a communication system is all about increasing customer value. The best way to enhance a business strategy is to monitor and use results properly. Constant improvement is the key to success in a market that relies on personalized customer experiences. Effective monitoring and analysis help customer service agents gain experience, and they can offer the tools necessary to improve cost management.
Providing consumers with post-purchase updates, alerts, technical support, and special offerings is easier than ever with the help of instant message platforms. Business improvement starts with gathering data and then using the results of these new strategies to make productive updates and changes. With this method, retailers can determine which aspects of their plans work and which ones have more room for development.

Consider these three tips as you explore instant message platforms.

Track Your Metrics: Industry leaders may use several metrics to measure the success of their messaging strategies. For example, the work time metric helps evaluate the amount of time that agents are spending with consumers and how long it takes for those consumers to receive answers to their questions. Other metrics to track include Net Promoter Score (NPS), upselling and cross-selling rates, and Revenue Per Customer (RPC). Keeping a record of these metrics from each month throughout the year will help customer service teams gather comprehensive, reliable data.
Share Results With Your Team: Analyzing information and making improvements is a massive team effort. Sharing results with the team and collaborating on solutions can be a valuable and insightful way to make decisions based on a set of information. It allows agents to consider new ideas and discuss key takeaways of the relevant trends. In addition, it can help customer service representatives understand their own strengths and weaknesses. This gives them the power to think more critically about how they can improve their services via message and phone.
Make Changes Based On Trends: The next step in the process is to create a plan with tangible goals. After they collect and analyze the information, it’s the responsibility of industry leaders to use this information productively. Creating a plan based on data from a communication platform allows industry leaders to improve efficiency, the timing of messages, agent performance, and presentation of information.

Get Started With Business Messaging

As you can see, once you establish your goals, the rest can fall into place rather seamlessly. Your team and your customers will truly appreciate the ability to communicate via this new channel.

In this series, we have talked about how important messaging is, how to select the best messaging vendor for you, and what to do when you are ready to implement – and we have enjoyed every minute of it! SMS, text, Facebook Messenger, and chat…we love it and live it. We have made our careers in helping drive improvements to customer service and the customer experience. Let us help you successfully add Messaging to your organization.

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