We combine an AI platform and human experts to uncover root causes of customer friction, quantify their impact and implement the right fixes.
You pay to win customers, lose them to repeated problems, then pay again to find new ones.
Automating customer interactions won't remove friction.
QiQ by Quantanite
Moving from responding to fixing root causes delights both your customers and your bottom line.
QiQ, our AI platform, analyses customer interactions at scale to identify root causes and prioritise the actions that will protect revenue and reduce avoidable cost.
Protect and unlock revenue
QiQ exposes churn risk, blocked purchases, lost order value and the pricing and policy friction behind them, so revenue is protected at the source.
Reduce avoidable cost
QiQ identifies repeat contacts, escalations, refunds and replacements, and traces each to the process, policy or product causing it.
The platform
QiQ reads everything your customers say and do, and finds what is worth fixing.
Calls, chats, emails, reviews, returns, CRM and order data, all of it rather than a sample. QiQ traces repeat problems to their root cause, puts a figure on what each one costs and what revenue it puts at risk, and ranks the fixes by return.
The platform finds the cause. These teams make sure it gets fixed.
How QiQ works
From interaction to fix
QiQ finds and prices the cause. Our experts co-design and deploy the fix. QiQ then measures the result.
Intelligence
QiQ platform
Listen
Calls, chats, emails, reviews, returns and order data. All of it, not a sample.
Identify root causes
Traces repeat problems to the process, policy or product behind them.
Quantify & prioritise
Prices each one in revenue at risk and avoidable cost, and ranks the fixes by return.
Activation
Quantanite experts + AI
Co-design
Functional experts who have run pricing, fulfilment, returns and service define the right fix and name its owner.
Deploy
Forward-deployed engineers build the fix into the systems you already run, automated or human, each with a baseline.
QiQ keeps listening. Every fix is measured through later customer interactions, so you see what it returned.
Kärcher UK
“Traditional QA showed us a sample of our customer conversations. QiQ shows us all of them. It proved that most repeat contacts were process problems, not people problems.”
David Napper, Supply Chain Director, Kärcher UK
processing cost removed
shorter customer wait times
more interactions handled
One problem, found, fixed and measured.
Representative example · Pricing
The problem
01–03 · IntelligenceChat · Tuesday 10:31
“Your code worked on my first order and not on the second. Same basket.”
1,860 customers said the same this quarter.
Root cause
The promotion's rules exclude returning customers.
$141,000 a year
Revenue at risk: reorders lost by returning customers whose code failed
The fix
04–05 · Activation11 days
to deploy the fix
Co-designed with the pricing team
Owner named
Promo rule changed at the source
The result
Measured by QiQQiQ keeps reading the same conversations after the fix ships.
Repeat complaints about codes
Down
Reorders by returning customers
Recovered
We are specialists in consumer brands and retail.
Brands that sell, fulfil and support their own customers generate a particular kind of demand, and the money hides in particular places. Our engineers have run the front line for these businesses. QiQ is configured for how they work, from the promo code to the returns desk.
The evidence leads us to functions across the enterprise, from pricing to spare parts.
Most of what customers complain about happens between functions. See where a finding usually lands, and what it looks like when it gets there.
See what your customers are already telling you.
An assessment runs QiQ on a sample of your real interactions and comes back with the issues, their root causes and what they are costing you.