Case Study: Blue Nile achieves 70% growth in sales interactions and 35% more transactions with Quiq

How Blue Nile is dazzling customers online with automation

Blue Nile, the online luxury jeweler, was losing sales when website visitors left before connecting with a Diamond Expert because their original chatbot had little NLU and routinely misrouted shoppers to the wrong agents. To fix this, Blue Nile partnered with Quiq to overhaul its conversational experience, using Quiq’s chatbot, natural language understanding, and live-agent handoff capabilities to better identify high-intent buyers and route them to the right experts.

Quiq implemented NLU-trained routing, a FreshChat handoff integration, FAQ-driven escalations and auto-escalation for high-intent shoppers, enabling a white-glove digital experience. The results: 70% growth in sales interactions with Diamond Experts, a 35% increase in successful sales transactions, 34% YTD containment for service inquiries, 75% CSAT, reduced care volume and steadier high-quality lead conversion.

Blue Nile

Michael Hopkins

Senior Vice President of Sales and Service