Case Study: Williams Plumbing & Heating cuts call abandonment to 5–8% and triples messaging volume with Quiq Messaging

Williams Plumbing Reaching Customers in New Ways

Williams Plumbing & Heating needed a better way to manage surges in calls during severe winter weather and high volumes of emergency requests while letting dispatchers handle more customer inquiries without sacrificing service. They partnered with Quiq and deployed Quiq Messaging to give customers the choice to text, use web chat, or contact via Facebook Messenger instead of waiting on hold.

Quiq implemented a multichannel messaging solution — SMS/text, web chat, a “Text Us” mobile button and Facebook Messenger all routed into a single Quiq interface — so dispatchers can handle multiple conversations, capture photos and log history in their dispatch system, and even schedule technicians via messaging. The result: messaging conversations have tripled and call abandonment has fallen from 12.9% to about 5–8%, fewer morning voicemails, faster responses, and broader internal use for HR and field staff thanks to Quiq.

Williams Plumbing & Heating

Quin Williams

Chief Executive Officer