Case Study: TodayTix reduces 1,000 monthly calls and boosts NPS with Quiq Chat & SMS

TodayTix - Customer Case Study

TodayTix, a digital ticketing platform that makes theatre accessible with easy online purchases, faced rising inbound support volume as subscribers and sales grew. Historically 80% of support was phone and 20% email, so TodayTix turned to Quiq to add modern messaging channels—Quiq Chat and SMS/text—to give customers a faster, more convenient way to get help.

Quiq was integrated after one day of training and minor Salesforce adjustments, enabling TodayTix agents (3–5 people) to preview typing, handle up to five conversations at once, and shift many repeat customers to messaging. The result: roughly 1,000 fewer calls per month, a drop in emails, improved international concierge coordination, and NPS gains from the low 60s to the high 70s. TodayTix plans to expand Quiq chat into its app and add IVR-to-text options.

TodayTix

James Potter

Senior Guest Services Manager