Case Study: Pier 1 Imports achieves effortless, faster customer engagement with Quiq

Pier 1 Cozies Up to Effortless Customer Engagement

Pier 1 Imports, a 56‑year‑old home goods retailer, faced rising mobile traffic and a shift away from phone and email that strained its contact center after launching eCommerce. To create an “easy and effortless” experience for shoppers and handle growing digital volume, Pier 1 turned to Quiq and its messaging solution (Quiq Messaging) to add chat and SMS to their customer service channels.

Quiq implemented messaging integrated directly into Pier 1 Imports’ new CRM in about two weeks, going live in December 2017, and made it simple for agents to handle multi‑channel inquiries from a single UI. The result: chat and SMS interactions take roughly half the time of a phone call, phone volume fell (from ~80% toward 75% within months) as messaging use grew, SMS became a rapidly rising channel set to be the #3 contact method, and the company gained payroll efficiency by shifting contacts to Quiq’s messaging platform.

Pier 1 Imports

Chris Thompson

CX Manager