Case Study: Aspira achieves 4% fewer calls and faster, mobile-friendly customer service with Quiq Messaging

Aspira Stakes out a New Way to Communicate With Customers

Aspira, a 30‑year veteran technology and contact‑center provider that manages reservations for state and provincial parks, faced the challenge of handling over 1 million annual calls while serving mobile, on‑the‑go customers who don’t want to wait on hold. To reduce call volume and better engage visitors, Aspira investigated business messaging and selected Quiq’s messaging platform (Quiq Messaging) to pilot a text channel.

Quiq implemented a stand‑alone messaging solution that launched May 31, 2018, initially at three parks and expanded to 14 reservation sites; Aspira now handles about 300–400 messages per day, found nearly 70% of texters would have otherwise called, and achieved a 4% decrease in calls from private label sites alongside a 4% increase in online reservations. Agents can manage multiple simultaneous conversations with productivity tools like snippets (average resolution in ~10 messages), adoption has driven plans to grow messaging staffing by 67%, and Aspira is working with Quiq to add payments, workforce integration, extended hours, and outbound alerts.

Aspira

Jessica Himmel

Senior Manager