Pier 1 Imports has been looking for ways to save money, including ongoing moves to right-size its store footprint. A customer contact center overhaul has not only cut costs but also made it easier for customers to add pictures to their communications. Pier 1 has moved nearly 20% of its communications to messaging options such as text messaging and online chat by implementing software from Quiq, allowing the retailer to significantly lower the costs related to each interaction (communicating with messaging is approximately half the cost of a phone call). In addition to saving money, Pier 1’s initiative enabled shoppers to choose their own method of communication. Text messaging and online chat are now the retailer’s two fastest-growing communication channels, accompanied by a natural decline in phone and email, according to Laurie Simpter, Senior Manager of Customer Relations at Pier 1 Imports.