Quiq acquires Snaps to create a combined customer messaging platform – TechCrunch

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At first look, Quiq and Snaps would possibly sound like comparable startups — they each assist companies discuss to their prospects by way of textual content messaging and different messaging apps. However Snaps CEO Christian Brucculeri stated “there’s virtually no overlap in what we do” and that the businesses are “virtually full enhances.”

That’s why Quiq (based mostly in Bozeman, Montana) is buying Snaps (based mostly in New York). All the Snaps group is becoming a member of Quiq, with Brucculeri changing into senior vp of gross sales and customer success for the combined group.

Quiq CEO Mike Myer echoed Bruccleri’s level, evaluating the scenario to dumping two items of a jigsaw puzzle on the ground and discovering “the 2 items match completely.”

Extra particularly, he advised me that Quiq has typically centered on customer service messaging, with a “do it your self, toolset strategy.” In spite of everything, the corporate was based by two technical co-founders, and Myer joked, “We will’t perceive why [a customer] can’t simply name an API.” Snaps, in the meantime, has centered extra on advertising conversations, and on a managed service strategy the place it handles the entire technical work for its prospects.

As well as, Myer stated that whereas Quiq has “actually centered on the platform side from starting” — constructing integrations with greater than a dozen messaging channels together with Apple Enterprise Chat, Google’s Enterprise Messages, Instagram, Fb Messenger and WhatsApp — it doesn’t have “a deep pure language or conversational AI functionality” the way in which Snaps does.

Myer stated that demand for Quiq’s providing has been rising dramatically, with income up 300% year-over-year within the final six months of 2020. On the identical time, he advised that the divisions between advertising and customer service are starting to dissolve, with service groups more and more given gross sales targets, and “at youthful, extra commerce-focused organizations, they don’t have this differentiation between advertising and customer service” in any respect.

Apparently the 2 firms have been already working collectively to create a combined providing for direct messaging on Instagram, which prompted broader discussions about how to carry the 2 merchandise collectively. Shifting ahead, they may provide a combined platform for a number of prospects underneath the Quiq model. (Quiq’s prospects embrace Overstock.com, West Elm, Males’s Wearhouse and Brinks Residence Safety, whereas Snaps’ embrace Bryant, Dwell Nation, Normal Meeting, Clairol and Nioxin.) Brucculeri stated this can give companies one product to handle their conversations throughout “the total customer journey.”

“The important thing time period you’re listening to is dialog,” Myer added. “It’s not about a ticket or a case or a query […] it’s an ongoing dialog.”

Snaps had raised $13 million in whole funding from buyers together with Sign Peak Ventures. The monetary phrases of the acquisition weren't disclosed.

Source : TechCrunch

Originally posted 2021-04-08 20:18:58.

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