Case Study: Warners’ Stellian achieves faster customer support and reduced call volume with Quiq Messaging

Warners’ Stellian - Customer Case Study

Warners’ Stellian, a family‑owned appliance retailer serving the St. Paul and Minneapolis area since 1954, faced high call volumes and long hold times and wanted additional touchpoints for customers. To extend their exceptional service, Warners’ Stellian partnered with Quiq to add SMS/text messaging and web chat on their mobile and desktop sites.

Quiq’s messaging solution was rolled out to 45 users (including 20 call center agents and 20 sales associates), promoted on the Contact Us page and on‑hold messaging, and enabled agents to handle 4–5 conversations at a time. By converting inbound calls to text and chat, Quiq helped deflect calls, spike chat adoption, speed up responses, and improve troubleshooting through instant photo/video sharing, reducing wait times and allowing the team to address customer issues much faster.

Warners’ Stellian

Kurt Duhn

Customer Service Manager