Case Study: Luggage Free achieves improved mobile customer engagement and real-time delivery notifications with Quiq Messaging

Luggage Free Unpacking the New Customer Experience

Luggage Free ships luggage worldwide with a white‑glove focus on convenience and wanted a simpler, mobile‑first way for customers to contact them as mobile searches eclipsed desktop. To modernize their customer experience, Luggage Free partnered with Quiq and deployed Quiq Messaging’s chat and SMS/text channels so travelers could reach the company without being tied to a desktop.

Quiq’s messaging platform now handles the vast majority of Luggage Free’s customer interactions, enabling 24/7 reach across time zones, queuing messages for immediate agent response when offices reopen, and replacing slow out‑of‑office emails with real‑time alerts. The Quiq implementation smoothed pre‑sales engagement and everyday booking and pickup communications, and Luggage Free is moving forward with outbound notifications (e.g., pickup and delivery alerts) to further improve service.

Luggage Free

Jeff Boyd

President