As a lifestyle brand, The Laundress wanted to help their customers get answers quickly and easily. For a company that serves customers online and in 1500 retail stores around the world – including a flagship store in New York City’s fashionable Soho district, messaging was the obvious choice.
The Laundress offered email support to their customers and with Quiq, were able to expand their digital engagement channels to include text messaging, Facebook Messenger, and web chat. Today’s consumers are on-the-go and don’t have a lot of time and want help when it’s convenient for them.
“Customers are pleasantly surprised that their questions and concerns can be addressed via text messaging. They are stunned that issues are resolved so easily and quickly.”
Jessica, Customer Service
How Online Retailer Uses Messaging
The company felt Quiq’s messaging solution made perfect sense given the nature of their products and the experience they strive to deliver to customers. Customers engage The Laundress for help when deciding which products to buy and also to tap into their fabric care expertise. Some questions are relatively straightforward like, “What is my tracking number?” But often, customers need more consultation and guidance. The Laundress team handles everything from questions about scents and order status to product recommendations.
The messaging channel also helps drive additional sales. The Laundress offers a multitude of promotions during the year on their website resulting in a high volume of questions. They have been incredibly happy with how messaging facilitates getting back to customers quickly to place orders online.
“Customers consider The Laundress the experts on everything laundry,” states Jessica, Customer Service Specialist, as she recalls a recent conversation where a customer needed advice on how to clean a vintage wedding dress. With text messaging, the customer was able to send a picture of the garment and care label to ensure The Laundress had the information to provide the right answer. This is what has made this clothing care line a favorite among fashion insiders, celebrities, and discerning consumers for years.
The ability to interact with customers over messaging has helped build trust and brand loyalty. Jessica shares that she can “have the kind of conversations that the Soho store has” and loves the fact that she can view the interaction history back to the very first conversation, which is especially helpful for loyal customers who want to engage consistently via text as their primary contact method.
Quiq makes it easy for customers to contact a business via Messaging, the preferred channel already in use with our friends and family. With Quiq, customers can now engage with companies via SMS/text messaging, Facebook Messenger, Web Chat, In-App,and Kik for help with their pre-sales and post-sales questions. Learn more about Quiq today at quiq.com.