Tag: consumer messaging

How Retailers Can Effectively Use Outbound Messaging This Holiday Season

Posted on luisa@webfx.com

Retailers are facing heavy demands this season as they prepare for the holidays. The customer experience is more critical than ever before, and engaging with consumers during this busy time of year is the key to making more sales and increasing branding interest. Holiday season outbound messaging is the ideal way to reach potential shoppers in this digital world.

Retailer outbound messaging is a mobile-friendly option that can help keep buyers up to date and increase consumer loyalty. The use of a Quiq outbound messaging platform will give you access to the latest technology, which is essential for success in competitive markets.

Tips to Effectively Use Outbound Messaging This Holiday Season

Well-timed outbound messages can encourage purchases and improve relationships with buyers. In most cases, the best practice is to give consumers full control over which messages they receive and ensure that each one has value to them. This practice helps retailers and shoppers stay in touch, especially during the holiday season when people are on the lookout for great deals. Stores can use holiday season retail outbound messaging to:

  • Promote holiday sales: The possibilities are nearly endless for retailers looking to promote holiday sales. Outbound messaging offers a creative way to incorporate branding and media into concise, digestible information. The right message at the right time could be the key to encouraging a new customer to buy a competitively priced product. 
  • Encourage return customers: While outbound messaging is an excellent method of drawing in new consumers, it can also help maintain the interest of returning shoppers. For example, retailers can use messaging to encourage returning consumers to make more purchases or learn about different offerings. It’s also a wonderful opportunity to use information about past purchases to suggest other relevant products.
  • Keep them up to date on purchases: If a shopper places an order online, SMS updates can help them stay up to date on order information, shipping details, and delivery alerts. Most buyers like having the freedom to check the status of their purchase or delivery, so this helps foster open communication and build trust.
  • Facilitate returns: Product returns are common during and after the holiday season. SMS messaging helps retailers communicate important return information with buyers so they can get their money back as quickly as possible. Efficiency and simplicity are essential when it comes to facilitating returns, especially during the busiest times of the year. Messaging helps streamline the process so each shopper has access to the service they need.

Learn About Holiday Season Outbound Messaging From Quiq

Retailers can promote sales and keep consumers informed this year with holiday season outbound messaging. Engaging with shoppers and increasing loyalty is a great way to foster growth over time. In addition, using outbound messages helps those in retail and entertainment widen their reach to a brand-new audience.

From multichannel integration to chatbot automation, Quiq offers a variety of benefits within a highly advanced platform. Learn more today by requesting a demo online.

Customer Service Messaging: Ovum Puts Quiq On The Radar

Posted on Lauren Winder

Ovum Quiq MessagingQuiq Messaging is recognized by Ovum in the customer service messaging and consumer messaging app space.

“Unlike other messaging platforms, Quiq’s technology takes a sharp focus on managing messaging at scale.”

– Mila D’Antonio, Principal Analyst Ovum

Ovum’s On the Radar is a series of research notes about vendors bringing innovative ideas, products, or business models to their markets. On the Radar vendors bear watching for their potential impact on markets.

Why put Quiq on your radar?

  • Asynchronous Messaging – Quiq offers a messaging solution that mimics the way consumers interact via messaging in their daily lives.
  • Fast Deployment– The platform’s ability to integrate into various external and internal applications enables fast deployment.
  • Flexible Pricing – Its bundle pricing model provides flexibility allowing companies to scale as customers or volumes grow.

Contact us to find out why Quiq should be on your radar!

Here is a bit more detail from the report regarding Quiq’s functionality. Feel free to watch a short product video to put pictures to all these words!

Quiq’s Messaging Capabilities:

Quiq Messaging supports SMS/text messaging, Facebook Messenger, Web Chat, and Kik. It can be purchased as a standalone customer channel, or companies can deploy one of Quiq’s pre-built CRM integrations, which include Oracle, Zendesk, and Salesforce.com.

Additional features for Agents include:

  • Multi-conversation UI – enables agents to manage multiple conversations simultaneously
  • Text snippets – offers reusable text blurbs retrieved with simple keyboard shortcuts for on-the-fly responses
  • Collaboration – allows managers to watch the conversation and lend advice to the agent in the background
  • Emoji sharing – creates personal interactions between agents and customers
  • Adaptive response time coaching – measures the customer’s level of engagement and coaches the agent, suggesting which conversation needs the next response
  • Image and video – enables video and image sharing when necessary

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How Quiq Caters to Managers

Notable features for Managers include:

  • Rerouted conversations – automatically reroutes ongoing conversations when agents go off-shift
  • Real-time monitoring – shows aggregate metrics such as current load, number of customers waiting, wait times, and individual agent performance, including the number of conversations handled, average response time, and times unresponsive
  • ACD-like conversation handling – keeps incoming demand at manageable rates with auto-responses delivered to customers when queues overflow
  • Unresponsive agent timers – automatically puts a conversation back in the queue to be handled by another agent if an agent fails to respond within goal thresholds
  • Conversation observation – provides visualization of the entire conversation thread, provides whisper advice, and, if necessary, takes over the conversation without interruption the conversation
  • Historical statistics – can send conversation statistics in realtime to other systems for cross-channel reporting and BI analysis

 

  • Learn more about the Messaging space and Quiq here.