Case Study: Smith Thompson achieves 30–40% sales conversion and handles multiple customers simultaneously with Quiq

How Smith Thompson Handles Multiple Customers at a Time

Smith Thompson, a Plano, Texas–based home security and monitoring company in business since 1978, faced high inbound volume (1–2k calls daily) and fragmented channels—phone, email, occasional SMS and Facebook messages—that burdened agents and deterred customers who didn’t want to wait on hold. Seeking a more convenient, asynchronous way for prospects and customers to engage, VP of Sales Ryan Thompson evaluated and selected Quiq to modernize their customer communications.

Quiq implemented a unified messaging platform that consolidated SMS/text, web chat, and Facebook messages into a single agent workspace and introduced features like the Adaptive Response Timer so agents can manage multiple conversations at once. As a result, phone traffic quickly shifted to messaging, agents can accept photos to assess hardware (avoiding unnecessary technician visits), and messaging now converts roughly 30–40% of conversations into sales—boosting productivity and positioning Smith Thompson to handle peak season demand.

Smith Thompson

Ryan Thompson

Vice President of Sales