Case Study: Blue Nile boosts sales interactions with Quiq

Blue Nile creates a brilliant automated chat system and dazzles online shoppers

Blue Nile, an online jeweler in the Jewelry + Retail industry, wanted better ways to seamlessly connect website visitors with its Diamond Experts. The goal was to boost leads and sales while creating meaningful, memorable customer interactions across service and sales.

Quiq implemented a smarter, customized chat design and a new customer-care routing system to identify purchase-ready shoppers and route them quickly to human experts. With Quiq, Blue Nile increased sales interactions by 70%, boosted successful sales transactions by 35%, achieved a 34% year-to-date containment rate for service inquiries, and reached 75% CSAT, while maintaining steady, high-quality lead generation.

Blue Nile

Michael Hopkins

Senior Vice President of Sales and Service