Secure, in-conversation payments allow brands to complete transactions seamlessly while chatting with customers on SMS, web chat, and other channels; Surveys inform retailers with a multi-channel, real-time customer feedback loop
Quiq, the AI-powered conversational platform that enables businesses to engage with customers across the most popular digital messaging channels, today announced the addition of two new product features to its cross-channel Conversational AI platform: payments and surveys. Built to deliver superior customer experience by enhancing the quality of every customer interaction, Quiq’s new payments and customer survey features help brands enhance the quality of every customer interaction, drive higher sales within every conversation, and reap the benefits of real-time customer feedback.
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“The ability for retailers to quickly and securely accept payments in Conversational Commerce is a game changer. Customers no longer need to share their sensitive credit card details with an agent on the phone and consumers can interact with their favorite brands at the exact time and place of their choosing, which is increasingly on the go via SMS, text or other messaging platforms,” said Quiq CEO and Co-Founder, Mike Myer. “In addition, Quiq’s in-conversation surveys give retailers the core functionality of a traditional survey tool with the flexibility to design, distribute, and analyze customer survey responses across multiple text channels. Both new product features deliver a superior customer experience that drives higher customer satisfaction and retention through timely feedback, makes payments easy, and ultimately generates significantly more revenue for brands.”
Quiq’s Conversational Commerce Payments enables brands to safely and securely accept payment across all Quiq supported channels including SMS/text messaging, Apple Business Chat, Google Business Messages, webchat, Instagram, Facebook Messenger and more — in 170+ languages. Conversational Commerce Payments enables seamless, secure payment from multiple communication channels, including SMS and text messaging. Quiq has standard support for Stripe and Braintree payments platforms and integrates with any brand’s payment processing platform, through the Quiq Payments API.
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Quiq’s In-Conversation Surveys enable a short survey to be sent immediately following the end of a customer interaction regardless of the channel (e.g. SMS/text messaging, Apple Business Chat, Google Business Messages, webchat, Instagram and Facebook Messenger and more), empowering retailers with a multi-channel, customer feedback loop that delivers real-time insights. Easy to design and simple to implement — with no coding skills required — the surveys are event-based and triggered at specific customer interaction points, such as the end of a conversation. The ability to converse with clients immediately following a conversation about their customer experience allows brands to quickly and effectively remedy dissatisfaction. For example, if a customer responds that their issue was not resolved or provides a low rating, Quiq automatically re-engages the customer in the same channel and escalates the customer’s feedback directly to a customer service manager for white-glove handling. A reporting dashboard allows customer service agents and their managers to see a survey report card that scores each agent on multiple metrics, such as the number of surveys received, average survey score and average sentiment score.
According to a recent report from Gartner, “Customer Experience (CX) is critical to maintain loyalty and 87% of companies expect to compete on CX in 2021, yet 57% of customer-facing employees say they aren’t ‘set up to succeed’ in interactions.” Trusted by globally recognized brands like Overstock, Blue Nile, Lane Bryant and Nespresso, Quiq is every brand’s wingman and ally, empowering customer service agents to become so effective at client communications that they become key drivers and components of a brand’s sales strategy.
