Office supply retailer converts 51% of calls into revenue.
conversion rate of sales inquiries into confirmed orders
vs. $40 typical in-store transactions
Consistent AI call handling across print centers
High-intent customers were calling local stores with purchase-ready questions, but calls were missed, misrouted, or handled inefficiently by busy associates. Revenue opportunities were lost, and the business had little visibility into what customers actually wanted.
Quiq deployed an agentic AI voice system that answers calls instantly, understands intent, captures order details, and routes opportunities based on value. Every inquiry is handled in real time, ensuring customers get answers quickly and high-value leads reach the right teams.
The retailer turned phone calls into a measurable revenue channel, capturing demand, routing high-value opportunities to Inside Sales, and converting 51% of qualified inquiries into orders. What was once missed and invisible is now consistent, trackable, and driving growth.
The Challenge
Phone calls represented one of the retailer’s most valuable, but most underutilized, channels.
Customers would research products online, then call stores with specific questions about materials, turnaround times, or pricing before placing orders. These were highly qualified buyers ready to purchase.
But store associates were often tied up with in-store customers, leading to:
- missed calls
- long hold times
- inconsistent handling of inquiries
Meanwhile, higher-value opportunities, like large print jobs or recurring business orders, weren’t consistently reaching the Inside Sales team, where deals were significantly larger.
At the same time, every conversation disappeared once the call ended. The company had no way to understand demand patterns, product interest, or customer intent at scale.
How Quiq was deployed
Quiq implemented an AI-powered voice agent to handle inbound calls across store locations.
The system:
- answers calls instantly in natural language
- identifies whether the inquiry is sales-related or informational
- resolves simple questions immediately
- guides sales conversations to collect key order details
For purchase-oriented calls, the AI captures:
- product type (e.g., business cards, banners)
- quantity and specifications
- materials and design needs
- timeline and urgency
The system then evaluates opportunity value in real time.
High-value or complex opportunities are routed to Inside Sales with full context, while lower-complexity requests are handled or transferred to store associates — ensuring the right team handles every interaction.
How the experience works
From the customer’s perspective, the experience is immediate and seamless.
Instead of waiting on hold or navigating phone trees, callers are greeted by an AI agent that understands their request and responds conversationally.
Simple questions, like store hours or product availability, are answered instantly, allowing customers to continue their purchase without friction.
For more complex needs, the AI walks customers through a structured discovery process, ensuring nothing is missed before handing off to a human specialist.
Inside Sales teams receive:
- fully qualified leads
- captured order details
- clear customer intent
- complete conversation context
This allows them to follow up efficiently and close higher-value opportunities with confidence.
How teams use it
The impact extends beyond the customer experience into how teams operate.
Store associates are no longer overwhelmed by repetitive phone inquiries and can stay focused on in-store customers.
Inside Sales receives a steady stream of qualified, high-value opportunities, rather than unfiltered or incomplete leads.
Meanwhile, every interaction is captured and structured into usable data, giving teams visibility into:
- product demand trends
- common customer questions
- urgency patterns
- conversion signals
This data enables more targeted follow-up, smarter staffing decisions, and better planning across locations.
What changed after launch
Within months, the transformation was clear.
Phone calls — once a fragmented and inefficient channel — became a reliable revenue driver.
- High-intent inquiries are consistently captured and converted
- Customers get immediate, accurate responses
- Teams operate more efficiently with clearer roles
- Leadership gains visibility into real customer demand
Most importantly, the business now treats voice not as a cost center, but as a scalable, measurable growth channel.
Results/ROI
Quiq enabled the retailer to turn inbound voice into a performance channel:
- 51% of qualified inquiries convert into orders 
- Higher-value opportunities are routed to Inside Sales
- Associates spend less time on repetitive calls
- Every interaction generates actionable customer intelligence
What was once an opaque, labor-intensive process is now an optimized system for capturing and converting demand.
