Case Study: Leading Online Jewelry Retailer achieves 70% growth in sales interactions and higher conversions with Quiq

How a leading online jewelry retailer is dazzling customers online with automation

Leading Online Jewelry Retailer partnered with Quiq to stop losing potential sales when visitors abandoned the site before engaging a sales agent. Their original chatbot had limited NLU and frequently routed high-intent shoppers to general care agents instead of Diamond Experts, causing unnecessary transfers and missed conversion opportunities. Quiq was engaged to deliver an NLU-powered chat and live-agent handoff solution (including an integration with FreshChat) to better identify and route sales versus service inquiries.

Quiq redesigned the chat flows, trained NLU to recognize customer intent, and built auto-escalation and routing to Diamond Experts, which freed experts to focus on high-value conversations. The results include a 70% increase in sales interactions, a 35% rise in successful sales transactions, a 34% YTD containment rate for service inquiries, 75% CSAT, and steadier, higher-quality lead conversion — demonstrating clear lift in both sales and service efficiency.