At first look, Quiq and Snaps would possibly sound like related startups — they each assist companies discuss to their clients through textual content messaging and different messaging apps. However Snaps CEO Christian Brucculeri stated “there’s nearly no overlap in what we do” and that the businesses are “nearly full enhances.”
That’s why Quiq (primarily based in Bozeman, Montana) is buying Snaps (primarily based in New York). The whole Snaps crew is becoming a member of Quiq, with Brucculeri turning into senior vp of gross sales and buyer success for the mixed 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 informed me that Quiq has typically centered on customer support messaging, with a “do it your self, toolset strategy.” In any case, 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 all the technical work for its clients.
As well as, Myer stated that whereas Quiq has “actually centered on the platform facet 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 similar time, he urged that the divisions between advertising and customer support are starting to dissolve, with service groups more and more given gross sales objectives, and “at youthful, extra commerce-focused organizations, they don’t have this differentiation between advertising and customer support” in any respect.
Apparently the 2 corporations had been already working collectively to create a mixed providing for direct messaging on Instagram, which prompted broader discussions about easy methods to deliver the 2 merchandise collectively. Transferring ahead, they’ll provide a mixed platform for quite a lot of clients below the Quiq model. (Quiq’s clients embody Overstock.com, West Elm, Males’s Wearhouse and Brinks Dwelling Safety, whereas Snaps’ embody Bryant, Dwell Nation, Common Meeting, Clairol and Nioxin.) Brucculeri stated this may give companies one product to handle their conversations throughout “the complete buyer journey.”
“The important thing time period you’re listening to is dialog,” Myer added. “It’s not a couple of 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.