Case Study: Direct Digital achieves faster, multi-channel customer service with Quiq Messaging

Direct Digital Augmenting Customer Service With Multi-Channel Messaging

Direct Digital, a developer and marketer of wellness and nutritional supplements, needed to give customers more choice and a better service experience than traditional phone and email could provide. To offer a more convenient way to engage, Direct Digital selected Quiq and its Quiq Messaging platform to add multi-channel messaging (text/SMS, Facebook Messenger, web chat and IVR-to-text) for customer inquiries across its brands.

Quiq implemented messaging for three major brands (Instaflex, NutriGold and PepVite), enabling customers to get product, return and shipping answers in just a few minutes and supporting over 1,000 message conversations monthly (the majority via text). Direct Digital’s agents now switch easily between channels, use pre-built responses for faster onboarding, and leverage Quiq’s collaboration features and overflow routing to outsourced agents to maintain quick weekend coverage and consistent response times.

Direct Digital

Lauren Adcock

Senior Manager of Customer Service