At first glance, Quiq and Snaps might sound like similar startups — they both help businesses talk to their customers via text messaging and other messaging apps. But Snaps CEO Christian Brucculeri said, “there’s almost no overlap in what we do” and that the companies are “almost complete complements.” That’s why Quiq (based in Bozeman, Montana) is acquiring Snaps (based in New York). The entire Snaps team joins Quiq, with Brucculeri becoming senior vice president of sales and customer success for the combined organization.
Quiq CEO Mike Myer echoed Bruccleri’s point, comparing the situation to dumping two pieces of a jigsaw puzzle on the floor and discovering “the two pieces fit perfectly.” More specifically, he told me that Quiq has generally focused on customer service messaging, with a “do it yourself, toolset approach.” After all, the company was founded by two technical co-founders, and Myer joked, “We can’t understand why [a customer] can’t just call an
API.” Snaps, meanwhile, has focused more on marketing conversations and on a managed service approach where it handles all of the technical work for its customers. In addition, Myer said that while Quiq has “really focused on the platform aspect from the beginning” — building integrations with more than a dozen messaging channels including Apple Business Chat, Google’s Business Messages, Instagram, Facebook Messenger, and WhatsApp — it doesn’t have “a deep natural language or conversational AI capability” the way Snaps does.
Myer said that demand for Quiq’s offering has been growing dramatically, with revenue up 300% year-over-year in the last six months of 2020. At the same time, he suggested that the divisions between marketing and customer service begin to dissolve, with service teams giving sales goals, and “at younger, more commerce-focused organizations, they don’t have this differentiation between marketing and customer service” at all.