We work for the brands people buy from again.
Consumer brands and retailers that sell, fulfil and support their own customers. Their growth depends on the second purchase, and the reasons it doesn't happen are in what their customers say and do.
QiQ Platform
Brands running QiQ on their customer interactions
Wait times fell from over 25 minutes to under 9, while the team handled 20% more customer interactions. QiQ's AI read every conversation, found what was driving the volume, and recommended the fixes.
Read case study →
Contact volume swung sharply week to week, and the team was absorbing the peaks with people rather than fixing what caused them. Quantanite scaled the account from 10 associates to 105 while holding 5/5 CSAT, then put QiQ on the interactions to find out what was driving the swings. QiQ analyses the conversations for recurring causes, separates demand that can be designed out from demand that has to be handled, and prioritises the fixes by what each one is costing.
QiQ identified $4.8M–$7.9M in annual business value in the brand’s own customer calls. 28.6% of calls revealed blocked purchase demand. A fraud rule flagged legitimate corporate orders, leaving only 30.9% of bulk enquiries resolved during the call, while a limited spare-parts catalogue sent 51.7% of parts callers to other retailers. Agents were following the process. The process was costing the business sales. QiQ traced each failure to its root cause and recommended targeted fixes: a live bulk-order qualification pathway, expanded direct spare-parts availability, and evidence collection during the call rather than after it.
Reorders were slipping on sizing and subscription friction. QiQ traced a third of contacts to a size guide that didn't match how customers measure, and to subscription changes that needed a conversation. A new size guide and self-serve subscription edits cut exchange requests by 25%.
On paper, the brand was resolving almost every customer case, with 99.6% of 10,241 email threads marked resolved against a 75% target. Yet satisfaction was a third below target. QiQ showed leadership where the two split apart: agents were closing cases before warranty and product issues were resolved, with escalations and transfers adding delays. QiQ identified what the highest-rated interactions had in common: one accountable owner, a clear explanation and a confirmed remedy. The brand now has a clear agenda: one owner per case, resolution measured by whether the customer’s problem is fixed, and coaching built on its best conversations.
Activation services
Brands we've helped improve their operations
A high-end baby and childrenswear brand needed urgent support with product listings, data analysis and spreadsheet processing. A dedicated analyst team held 100% adherence and accuracy, with 95% average CSAT since inception.
A driver and fleet safety platform needed 24/7 event review at 99% accuracy across several countries and time zones. A dedicated buffer team absorbed attrition and leave while holding headcount, and the engagement grew 80%.
A digital risk management platform needed lead generation capacity fast so its own staff could focus on converting appointments. A dedicated team in Johannesburg took prospecting from zero to more than 400 emails a day.
Our approach to consumer brands and retailers has also been valuable for:
Your customers are already telling you how to grow.
An assessment runs QiQ on a sample of your real interactions and comes back with what they're saying, where the cause sits, and what it's costing.