Case Study: evo achieves faster, multi-channel customer support and reduces phone/email volume with Quiq Messaging

How evo Uses Quiq Messaging

evo, a leading online retailer of outdoor gear and action-sports apparel, needed a more modern support experience for its active, on‑the‑go customers who preferred messaging over phone or email. To solve this, evo partnered with Quiq and deployed Quiq Messaging to offer live chat, SMS/text, and Facebook Messenger as fast, convenient channels for pre‑ and post‑sales support.

Quiq’s single application let evo agents handle chat, text, and Messenger in one place, improving efficiency and channel coverage. After launch, live chat immediately drove 11% of support inquiries, phone volumes fell 8% and email dropped 3%, and messaging now accounts for 22% of overall support volume. evo plans to integrate Quiq Messaging with NetSuite and further promote messaging on mobile to boost visibility and reporting.

evo

Justin Courtney

Customer Care Manager