Case Study: Tailored Brands achieves faster, personalized customer service and lower costs with Quiq Messaging

Quiq Helps Tailored Brands Dress For Success

Tailored Brands, owner of Men's Wearhouse and Jos. A. Bank, wanted to meet customers on their preferred channel by adding text messaging to its existing phone and email support. To deliver a more personal, convenient shopping experience and accommodate a younger demographic, Tailored Brands deployed Quiq Messaging to offer SMS/text, live chat and Facebook Messenger alongside its contact center.

Quiq integrated with Tailored Brands’ Salesforce Service Cloud and Cisco phone system to provide 24/7 messaging, outbound appointment reminders, and two‑way conversational support. The Quiq solution was quick to implement and drove measurable impact: agents handle an average of 5 concurrent text conversations (up to 8), phone calls are now being deflected to the less‑expensive text channel (phone calls cost 3x more than texting), text volume rose over 175% per brand, and typical response times are under two minutes with many issues resolved in 3–4 exchanges.

Tailored Brands

Melissa Porter

Vice President Customer Relations