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Fast Food
Chain M
Customer Service Management
Membership Data Analytics
Challenge
Fast Food Chain M in Hong Kong faces challenges in increasing customer engagement, primarily due to the overwhelming volume of customer inquiries necessitating personalized responses. The task is further complicated by the shortage of manpower available to handle these queries, making it challenging to enhance overall customer satisfaction. Despite these obstacles, Fast Food Chain M’s Hong Kong is actively seeking ways to boost online engagement with customers, aiming to improve their interaction and communication with the clientele through innovative digital strategies and efficient customer service solutions.
A significant increase in Instagram (Meta) followers was achieved through gamification and one-on-one engagement.
Substantial boost in Instagram (Meta) engagement facilitated by online campaigns and chatbot communication.
Customer satisfaction was enhanced through improvements in customer service and reporting.
Taking You to the
Next Level of Success
Solution
API Integration for Fast Food Chain M’s Hong Kong Instagram (Meta) Chatbot
Fast Food Chain M’s Hong Kong enhanced its Instagram (Meta) chatbot by integrating an Application Programming Interface (API). This integration enabled the chatbot’s Instagram (Meta) Direct Message (DM) function to seamlessly interact with the comment section. Consequently, the chatbot could automatically send messages to users, significantly boosting user engagement and optimizing communication on the platform.
01
Personalized One-on-One Engagement via Instagram (Meta) Direct with Chatbot
Fast Food Chain M’s transformed its Instagram (Meta) customer interactions by enabling one-on-one engagements through its chatbot. This approach empowered Fast Food Chain M’s to effectively engage with new and existing followers. Leveraging social media, especially Instagram (Meta), Fast Food Chain M’s reached a broader demographic, notably the younger generation dominating the platform. The chatbot implementation allowed Fast Food Chain M’s to proactively send promotional or campaign messages directly to customers. This direct interaction through Instagram (Meta) Direct Messages (DM) not only enhanced customer engagement but also provided a more personalized and responsive customer experience, significantly contributing to Fast Food Chain M’s social media marketing efforts.
02
Fast Food Chain M's Giveaway Campaign for New Product
Fast Food Chain M’s introduced an enticing giveaway campaign for its latest offering, the LUNCHEON Meat McMuffin with Egg. Participation was as simple as following Fast Food Chain M’s Hong Kong Instagram (Meta) account and commenting “I’m a Green Lover” under the promotional post for the new product. Successful participants received automated messages from Fast Food Chain M’s Instagram (Meta) chatbot, containing unique QR codes. These QR codes enabled participants to redeem their McMuffins seamlessly at any Fast Food Chain M’s Hong Kong self-ordering kiosk or regular counters, creating a smooth and rewarding experience for both new followers and loyal customers.
03
AR Filter Gamification for Chinese New Year
During Chinese New Year, Fast Food Chain M’s elevated its brand visibility through an innovative AR filter campaign on Instagram (Meta). Participants engaged in a gamified experience, moving their heads to hit icons like mandarins, coins, and red pockets, each representing different scores. The top 130 participants with the highest scores received exclusive Fast Food Chain M’s limited edition crossbody bags. This creative campaign not only showcased Fast Food Chain M’s brand interactively but also added an element of fun and competition, enhancing customer engagement during the festive season.
04
Enhanced Customer
Service Support
Fast Food Chain M’s has subscribed to our comprehensive customer service support. Our dedicated team manages a wide array of concerns, including complaints, delivery issues, missing coupons, campaign-related problems, and more, across various platforms such as Instagram (Meta) and email. To facilitate seamless cooperation between Fast Food Chain M’s internal team and our klikNGo team, our customer service representatives send approvals through an integrated system and assign appropriate tags or labels to categorize each issue. Once approved by the internal team, our representatives send out emails to address customer complaints effectively.
05
Customer Service Reporting
At the end of each month, our customer representatives compile a detailed report encompassing conversations related to food quality, branch services, and more. This report provides Fast Food Chain M’s with a comprehensive overview of their business situation and areas for improvement. Our representatives collect data from daily tickets, categorizing them with relevant labels. Utilizing this labeled information, we create a comprehensive report. In case of escalated issues, our team promptly brings them to Fast Food Chain M’s attention for focused resolution.
06
Walk, Heal and Thrive
Donation Campaign
Fast Food Chain M has successfully launched a donation campaign aimed at assisting sick children and their families in maintaining a more serene and hygienic home environment. Our team has created a user-friendly landing page for seamless donation collection from generous customers. Supporters can simply choose their preferred donation amount and complete the payment process by scanning the provided QR code.
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