It might sound a bit out of context that an international restaurant chain would be seeking a contact center solution to better manage its business and provide superior customer experiences. After all, when dining out one would hope that I would not need to interact with a contact center agent, with the possible exception of making or canceling a reservation.
However, because of the proliferation of personal devices, multi-channel engagement with customers has become a key to creating and sustaining customer satisfaction and loyalty, which is why a large international restaurant chain with over 1,500 locations went looking for a state-of-the-art customer interactions solutions that could accommodate all of the ways customers wish to engage with them for both inbound and outbound interactions.
The market for upgrading its customer interactions capabilities was APAC (Asia Pacific), and the restaurant chain turned to Dallas, TX-based customer collaboration solutions provider Acqueon Technologies Inc., and its partner in the APAC region Protocol Systems for help.
As Acqueon describes the win, the restaurant was seeking a solution that would allow orders to be placed and received, and customer complaints to be registered and managed – all entirely through a hotline. They also required an multi-channel solution so customers could interact according to their preferred channel and outbound campaigns could hit all of the touch points, and after careful evaluation the restaurant chose Acqueon’s AiQ.
The AiQ solution offers comprehensive multi-channel capabilities so the restaurant could allow customer complaints to be heard and responded to quickly via automated interactions like email. In addition, the restaurant still needed traditional inbound call center functionality. Again, Acqueon says they fit the bill given the company’s proven IVR and skills-based routing capabilities. They also said that as part of the evaluation process the customer was also pleased with AiQ’s easy to use agent desktop, detailed call recording and historical reporting functionalities.
“Working with Acqueon, we were able to provide a comprehensive solution which gave this restaurant the capabilities it needed to improve their customer communication strategies,” said K. Manikandan, Product Manager at Protocol Systems. “It’s critical to partner with a company that can provide both superior products and extensive experience. We look forward to future work with Acqueon and more successful implementations.”
In a world where customer engagement and their satisfaction can be as much about the pre and post-sale experience as it is about literally the real-time consumption of a product or service, and where bad news can go viral in seconds, it is not surprising that major restaurant chains are looking to next generation contact center solutions to really hear the voice of the customer and be responsive to their needs in a world filled with easily accessible options.