Case Study: Stio scales customer support—cuts calls 9% and saves 83 agent-hours with Quiq messaging and bots

How Stio Geared Up For Growth

Stio, a Jackson Hole–based mountain lifestyle brand selling technical apparel direct-to-consumer (75% of revenue online), faced rapid eCommerce growth (50–70%+ year-over-year) and needed to scale its small, seven-person contact center. To modernize digital service and support mobile-first shoppers, Stio selected Quiq’s messaging, web chat, and bot platform to add SMS, web chat, and automated conversations alongside existing channels.

Quiq implemented web chat, SMS, bots and a Shopify integration with quick, low-training rollout and after-hours chat support, letting agents handle multiple conversations in one workspace. The results: call volumes dropped 9% after turning on messaging, Quiq saved 83 man‑hours in training within two weeks and the catalog-removal bot saved another 83 agent hours in its first two weeks, while faster agent access to cart and page data reduced handling time and improved customer flow. Quiq’s platform delivered measurable efficiency gains and a smoother customer experience.

Stio

Kim Essensa

Customer Experience Manager