Product: Conversational AI
Quiq, an AI-powered conversational commerce platform, added payments and customer survey features to its Conversational AI platform. The new features are designed to enhance customer interactions by using real-time customer feedback to drive higher sales within every conversation, company representatives stated.
Mike Myer, chief executive officer and co-founder at Quiq, called Conversational Commerce a game changer that eliminates the need for customers to share sensitive credit card data with agents on the phone. "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," Myer said. "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."
Myer said he expects the new product features to deliver a superior customer experience by making payments easy and helping brands generate more revenue. These features, combined with other Quiq capabilities such as Inactive State, Adaptive Response Timer and Work Time, improve brands' return on investment across all communications solutions, he added.
Advanced AI-powered capabilities can help a company's workforce become more efficient, Myer noted. The company offers a robust set of Conversational AI insight tools, including NLP training and labeling, conversation flagging and commenting, and flow analytics to help organizations understand how their conversational AI is performing and areas with room for improvement.
In addition, the company provides Quiq Commerce and Quiq Customer Care, which are tools designed to improve communication with customers, Myer stated. Quiq is modeling the way to conversational AI and next generation chatbot technology through customized tools such as Context-Aware AI, Conversational Intelligence and Humanlike Chatbot Capabilities, which have been helping consumers feel more comfortable when they talk to bots, he added.
Myer pointed out that Quiq supports secure payments across SMS/text messaging, Apple Business Chat, Google Business Messages, web chat, Instagram, Facebook Messenger and other channels in more than 170 languages. He also noted that Quiq has standardized support for Stripe and Braintree payments platforms and integrates with any brand's payment processing platform via a Quiq Payments API.
Describing Quiq's In-Conversation Surveys as a real-time measurement of customer satisfaction, Myer stated that retailers can easily implement the solution in a variety of channels without any coding, including SMS/text messaging, Apple Business Chat, Google Business Messages, web chat, Instagram and Facebook Messenger. Retailers can also choose when to trigger these event-based surveys, such as the end of a conversation, to immediately follow up with customers about their experience, he added. Myers went on to say that 75 percent of shoppers expect proactive communication about their shipping, and Quiq ensures they receive it. Retailers who implement Quiq solutions are at the forefront of the customer experience evolution, and they are winning the ongoing, ever present battle of reaching and retaining customers, he noted.
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, according to Quiq representatives. Retailers can also leverage Quiq capabilities to automate simple tasks like FAQs, order shipping status, returns, exchanges and basic account management, as well as hand off more complex requests to human CSR teams, the company stated, pointing out that these features enable frictionless partnership between AI and CSRs across all channels.
"Quiq allows you to go further," Myers said. "Features in Quiq for Commerce and Quiq for Customer Care empower brands with the ability to open proactive lines of communication, within the boundaries of the permissions given, with customers. Quiq has mastered the art of personalized, efficient and effective customer service, allowing brands to anticipate and prepare for future questions before the customer even realizes they need it."
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