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Quiq Messaging can be implemented in as quickly as a few days for a basic implementation and over a few weeks for a more extensive implementation that takes advantage of the full feature set and integration options available in Quiq. The following should be considered when planning an implementation of Quiq Messaging.
Each of these topics are explored in detail in the rest of this document. The intent of this document is to give new Quiq Messaging customers an overview of the activities that will be necessary to implement Quiq Messaging. Your Quiq Implementation team will be there throughout the process to guide you and make sure everything goes smoothly and on schedule! The first step in the implementation of Quiq Messaging is to consider all the touchpoints that you currently have with your customers, and how messaging could be added to those touchpoints.
The obvious first considerations are How, When and Where to offer Quiq Messaging on your desktop and mobile websites. When initially considering how to add Quiq Messaging to your web presence, the focus is often on the mobile website. However, the desktop version of your website should not be overlooked. Your customers may be sitting in front of their computer, but their mobile phone will never be far away and they would rather message your company than make a phone call or send an. Your desktop website should be updated to offer customers the option to text everywhere that you display your phone and on every.
This can be as simple as updating the label in the places where you currently display your phone to offer the option to text as well as call. For example:.
In addition, you should also update the Contact area of your website to specifically offer each messaging channel. On desktop websites we recommend displaying modal dialogs for SMS and Kik like the following that we use on quiq. Although these messaging platforms are not available from the desktop, your users may still prefer to use them from their mobile phones. Web Chat provides desktop users with an immediate connection to your messaging agents. The ubiquity of web based chat assures that the majority of users will easily recognize and engage via the channel when it is available.
Quiq has a prepackaged SDK available to make adding web chat to your site very simple. Web Chat is not advised for mobile sites due to the limited screen size and the fact that SMS is the defacto standard for mobile messaging. Ultimately, how you decide to implement the UI is a matter for you and your deers, but the key thing is to make your messaging channels available to the users on your desktop website!
Since mobile users are already comfortable using messaging apps on their phones to interact with family and friends, contacting your company using messaging will feel very natural. However, since messaging is an emerging channel for business-to-consumer communications many consumers may not know that they can contact you via messaging. Therefore it will be necessary to prominently feature the messaging call to action. Here are some examples of good implementations that display the ability to text front and center.
Mobile browsers make it easy to link directly from your mobile site to messaging apps. The should be s only, without punctuation or spaces. Be sure to prefix the phone with the country code e.
In addition to adding messaging options to your mobile website, you should also consider removing web chat. The user experience of web chat on a mobile device is not nearly as good as the native messaging capabilities that your customers are already familiar with. Also, web chat on mobile is not integrated with the camera. This makes sending images and video difficult, if it is even supported. Since your users are already comfortable using the messaging apps on their mobile device, we recommend that you replace web chat with messaging on your mobile website. Quiq Messaging has the ability to queue new incoming conversations when there are no agents available or all agents are busy.
In this case, you can configure Quiq messaging to send an auto response to indicate that no agents are available, and inform your customers of your hours of service. However, a better user experience may be to not offer messaging at all when there are no agents available to handle incoming conversations.
This API will cover both the out of hours case in which there are no agents available and also when all agents have reached their maximum capacity to handle conversations. Phone calls are the most expensive way to serve your customers since an agent can serve only one customer at a time. ificant cost savings can be achieved by providing your customers the opportunity to SMS message instead.
Messaging also has the highest customer satisfaction, so redirecting phone calls to messaging is a win-win, lower costs and higher satisfaction! Thanks for calling. All agents are currently busy. Your expected wait time is 5 minutes. You can continue to hold or an agent can help you using text messaging on your phone. Please press 1 to use text messaging. We will text you at your current. Press 1 to use this or 2 to choose a different. If your company is currently sending SMS notifications out to customers such as order status, confirmations or marketing SMS messages you should consider using Quiq Messaging to turn these one directional messages into two-way conversations.
This enables your customers to reply to these notifications and be directly connected to an agent in your company, who will then have access the full context of the notification content. In order to receive replies in Quiq Messaging from your outbound SMS messages, it is necessary that the outbound messages be sent from our SMS gateway. All the reasons that make messaging a great choice for customer service also make it a great choice as a call to action in a marketing campaign.
For campaigns, include the option to text you using the same techniques that were described earlier for your website. If your company advertises on Facebook, you should also consider using Facebook Messenger as a call to action on your Facebooka capability that has been recently introduced by Facebook. Instead of using a link in the ad, you can specify that the call to action in the ad be a link to Messenger to start a conversation.
While an agent is engaged in a conversation with a customer, it is often useful to have information from other internal systems immediately available in the Quiq agent UI. For example, it may be useful to display information about the customer from an internal customer database. Or, in an e-Commerce setting, it may be useful to show order status if the customer sends in an order. Multiple UI extensions can be added at once, and different extensions can be enabled or disabled for specific agents depending on their needs.
A UI Extension is just a web application that resides inside an iFrame in the Quiq UI, so you can do anything that you are already able to do in a webincluding displaying information from other systems as well as creating links to open other applications in different tabs or browser windows. Each extension can be as simple or as complex as you want it to be, from a single of HTML to a complex application built in your favorite modern framework, giving you unlimited options for customizing Quiq Messaging for your organziation.
Additionally, the SDK exposes several methods allowing your extension to dispatch certain actions in the Quiq Messaging UI, such as preparing a message for the agent. There are a variety of reasons that you may want to send Quiq conversation data to other systems:. The full details of each conversation are made available, including all the details of any associated collaborations, the chat transcript, and timestamps of all messages and events that occurred during the conversation e. Quiq uses webhooks to send the conversation details to you. The ConversationStatusChanged webhook is called on any conversation state change e.
Quiq will create a Quiq Messaging site for your company to use. In order to create this site, we need to know the type of authentication that will be used for the site. The following are available:. In order to associate the Quiq Messaging site with each of the desired messaging platforms, the following steps must be completed. Please note that when adding SMS to an existing local phone or toll-freeit is not possible for that to support MMS multimedia.
When one of your customers texts your existing local or toll-freeQuiq will automatically switch the text conversation over to a MMS enabled. In order to enable SMS on an existing local phone or toll-free a Letter of Authorization will need to be executed by your company.
The process to SMS enable an existing takes weeks. Quiq associates a custom Facebook app for your Facebook to route messages sent to and from your Facebook into a Quiq conversation, enabling agents to use a common interface across multiple messaging platforms. To allow the association, a Facebook admin must also have a Quiq Admin. The Quiq may be removed after the association process if desired.
Quiq Messaging acts as a Bot in Kik terminology. Instructions for creating the Kik Bot may be found here. After the Quiq Messaging site has been created and the site has been connected to the messaging platforms, the final step is to configure the site.
Site configuration is done through the Admin UI in collaboration with your Quiq Implementation team and includes the following simple steps:. Quiq Messaging is deed to be simple to get up and running while also supporting the deep integration requirements of large enterprises. Quiq Messaging can also be implemented in phases, for instance first going live with just SMS and no UI Extensions or webhook integrations. Additional messaging platforms e. Facebook Messenger and integrations e.
UI Extensions or webhooks can be added at any time. Please text us at or at support quiq. Introduction Quiq Messaging can be implemented in as quickly as a few days for a basic implementation and over a few weeks for a more extensive implementation that takes advantage of the full feature set and integration options available in Quiq.
Are there other systems that should receive the data about Quiq Messaging conversations? Quiq Messaging in Your Desktop Website When initially considering how to add Quiq Messaging to your web presence, the focus is often on the mobile website. For example: In addition, you should also update the Contact area of your website to specifically offer each messaging channel. Quiq Messaging in Your Mobile Website Since mobile users are already comfortable using messaging apps on their phones to interact with family and friends, contacting your company using messaging will feel very natural.Why does kik say 1 new chat from on an existing conversation? no new message either
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Implementing Quiq Messaging