Tag Archives: Messaging
Things have been looking up for customers of Office Depot since last year, when the commercial-messaging startup, Quiq, came to their rescue. According to Mike Myer, Quiq’s founder and CEO, Office Depot customers no longer have to call or fill out an online inquiry form to find out, say, what a particular location has in stock or the status of an existing order. Today, that customer can send a text and have it answered by a helpful Office Depot employee almost immediately. (The first text reply generally gets to the customer within a minute, and the entire back-and-forth is usually completed in less than ten).
Skiers in Jackson Hole are in luck as well, says Myer, who spoke to me from Quiq’s offices, located in the improbably booming tech hub of Bozeman, MT. Wondering about snow conditions or tram hours? All that’s needed is to text the resort for an immediate and up-to-the-minute response. For the Jackson Hole Mountain Resort Company, whose entire customer base is a certifiably mobile-only whenever they’re on or headed toward the slopes, this makes a lot more sense, Myer tells me, than a desktop- and email-based support approach.
Overstock.com has also recently implemented Quiq’s solution and is now providing up-to-the minute order information via text. According to Overstock, the most quantifiable “aha” they’ve enjoyed from the new approach is the open rate: 98% for text messages as opposed to “in the single digits” for email.
Micah Solomon, Forbes.com: Tell me what Quiq is and what makes it special.
Mike Meyer, CEO and Founder, Quiq: Quiq is a company in Bozeman Montana that’s focused on making people’s lives easier. You, me and nearly all the consumers out there lead a digital-first lifestyle, where we are always connected. People love text messaging (SMS, Facebook Messenger, Apple Business Chat, Web chat, etc.) because it’s convenient and fits in with the crazy pace of our lives. By bringing text to business communication, Quiq makes it as easy to talk with companies as it is with friends.
No one likes to make phone calls (let alone to customer service!) and waiting for an email response is like waiting for paint to dry. Messaging is also more efficient for companies since one agent can serve multiple customers concurrently, unlike phone calls, and there’s no seemingly endless back and forth with to solve even a single issue, like there can be with email.
Who are some of Quiq’s marquee clients?
Pier 1, Brink’s Home Security, Tailored Brands (Men’s Wearhouse, Joseph A. Bank), Overstock, Office Depot, Tile, Insikt, and about 80 other great companies.
If my readers want to see your technology in action, where can they look?
Here’s an example they can see for themselves. Go to http://officedepot.com on your mobile phone, you’ll see a Text Us link right next to the phone number at the bottom of the page, which is powered by Quiq. If you were to have a question about a product or order with Office Depot, all you have to do is use that link to get assistance.
There’s a lot of excitement (and apprehension) about AI and chatbots. Your solution takes a different tack. Is this a philosophical choice on your part, a practical one, or both? Tell me your thoughts here.
The hype curve for AI and chatbots is nearing the apex. But I wouldn’t say that these technologies are much help by themselves to true customer service at the moment. Most consumers (me included) can’t point to a satisfying interaction they’ve had with a chatbot that has solved a true, actual customer service issue. Getting the weather from Alexa is perfectly suited for a chatbot. Checking payment status or getting account info is harder, but within chatbot capabilities. Getting an actual customer service issue that requires troubleshooting resolved is orders of magnitude harder.
Quiq is in a great place at a great time because our success isn’t dependent upon how fast AI research is able to solve the chatbot problem. There is a ton of ROI and customer satisfaction to be gained from just adding messaging into existing contact centers with human agents serving customers via text messaging.
This doesn’t mean that I’m opposed to AI and chatbots, when properly deployed I think where they excite me most is in the realm of “bot fusion”: the fusion of chatbots and human agents. A lot of people think about chatbots as first handling the conversation and then passing it to a human if the bot can’t handle it. But we think that agents and bots can work together. There may be a specific dialog that a bot can handle during a conversation between the agent and customer. For instance, identity verification or return address confirmation. If the bot gets confused in its task, it can tap the agent for help. The fusion is the seamless transition of the conversation back and forth between the human agent and their bot assistant without the customer’s awareness.
What role will telephone and email support have in the contact center of the future?
In the future, I believe the majority of interactions in the contact center will be messaging, rather than phone or email. Frankly, I don’t see a need for email to continue to be offered for much longer as a channel in the contact center, since it is so prone to laggy, circular conversations. The phone will still have a place but only in a minority of interactions, and even these will likely start with messaging. Why will the phone still have value? Because there are, and will continue to be, situations in which the consumer wants to be solely focused on troubleshooting a problem. In these cases, speaking is likely to continue to be more efficient than typing. But, the voice conversation will be multimedia, meaning that the agent and customer will be able to text back and forth and view images and video at the same time that they’re on the phone call.
Any advice you can share for other entrepreneurs?
The biggest challenge for entrepreneurs is finding and hiring the right people who can stand side-by-side to build a business from the ground up. It isn’t easy work. My advice for entrepreneurs is 1) find a great market opportunity, 2) hire amazing people, and 3) set the direction. Then, get out of the way and let the magic happen!
What about working with investors and partners?
When working with investors and partners, you need to make sure you keep your focus. While investors and partners are important, they’re not building your product and they are not the ones buying it, so be sure to allocate focus to them in the appropriate proportion.
What is the competitive landscape for Quiq?
We think about our competitive landscape in three broad buckets: 1) legacy chat vendors, 2) CRM vendors with a messaging option, and 3) social vendors adding messaging. Quiq is the first messaging platform built from scratch for asynchronous messaging, as opposed to adding messaging onto their synchronous systems.
[Author’s Note: LivePerson’s messaging solution, LiveEngage, was also built from the ground up for asynchronous communications, to the best of my knowledge. Read about LiveEngage in my previous article.]
Our goal isn’t to displace existing CRM or customer support systems. Quiq integrates seamlessly with Salesforce, Zendesk, Oracle and internal systems. So, we’re only competing against other messaging solutions, not the incumbent systems.
NAIROBI (Reuters) – Safaricom, Kenya’s biggest telecoms company, is piloting a social messaging app that will link to its mobile money platform in an attempt to move the company into the application business, the company said on Tuesday.
Bonga, meaning ‘chat’ in Kiswahili, will be integrated with the company’s popular financial services platform M-Pesa to enable the almost 28 million of its users to communicate beyond sending money to one another, transforming the platform into a type of social network.
The idea stems from the “hypothesis that there’s an intricate connection between conversations and transactions, payments especially,” Kamal Bhattacharya, chief innovation officer at Safaricom, said in a telephone interview.
“It’s one thing to share information with somebody it’s another thing to make a payment, to send money to somebody,” he said.
Bhattacharya said that M-Pesa users will be able to message each other on Bonga in three ways: user-to-user, user-to-business and fundraising through “social groups” much like the group function on WhatsApp.
The concept has similarities with China’s top social messaging app WeChat, where users can perform a variety of tasks, from payments to ride-hailing, without leaving the platform.
Bonga is the first product launched by Safaricom’s innovation incubator Alpha. Bhattacharya previously set up IBM’s research lab in Africa and joined the company in 2017.
Safaricom is piloting Bonga internally before planning to launch later this year.
Bhattacharya said the platform will be end-to-end encrypted. “We cannot read the messages, we cannot keep the messages,” he said.
Kenya does not have data privacy laws.
Safaricom is 35 percent owned by South African group Vodacom and 5 percent by Vodacom’s major shareholder Vodafone.
With nearly 30 million users, the company has 70 percent of Kenya’s total mobile phone subscribers.
The introduction of Bonga is part of Safaricom’s strategy to boost revenue and diversify from offerings of voice calls, mobile money and text messages. Last year it launched Masoko, an e-commerce platform.
Its first-half 2017 results showed revenue from mobile money rose 16 percent, while revenue from phone calls rose by far less – only 4 percent.
“Our future is to become a platform that enables business in Kenya as well as our consumers to do their work in a different way,” Bhattacharya said. “Messenger platforms are the most popular apps, the most popular approach on the internet today to bring people together.”
($ 1 = 100.3000 Kenyan shillings)
Reporting by Maggie Fick; Writing by Omar Mohammed, editing by David Evans and Sunil Nair
(Reuters) – WhatsApp, a popular messaging service owned by Facebook Inc, suffered a global outage for about an hour on Sunday before the problem was fixed.
“WhatsApp users around the world experienced a brief outage today that has now been resolved”, a WhatsApp spokeswoman said in an emailed statement. The cause of the outage, about an hour long, was not immediately known.
In India, its biggest market with about 200 million of its billion-plus users, the app was down just a few minutes past midnight into the new year.
Users in other countries also complained of outages on social media.
Reporting by Sangameswaran S in Bengaluru; Editing by Jeffrey Benkoe