Customer Service Automation Case Study
Fast Food
Chain M
Customer Service Management
Membership Data Analytics
Challenges of This Customer Service Automation Case Study
In this customer service automation case study, Food Chain M in Hong Kong faced significant challenges in managing customer engagement due to the high volume of customer inquiries that required personalized responses. With limited staff available to handle these queries, it became difficult to improve customer satisfaction. Despite these challenges, Fast Food Chain M was eager to find innovative digital strategies and efficient customer service solutions to enhance online engagement and improve communication with its customers.
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
The Customer Service
Automation Solution
API Integration for Fast Food Chain M’s Hong Kong Instagram (Meta) Chatbot
Fast Food Chain M improved its customer service on Instagram (Meta) by integrating an Application Programming Interface (API) into its chatbot. This integration allowed the chatbot to interact with both direct messages and the comment section, enabling it to automatically send messages to users. This boosted user engagement and optimized communication on Instagram, making it easier for the brand to connect with customers.
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Personalized One-on-One Engagement via Instagram (Meta) Direct with Chatbot
Fast Food Chain M transformed its Instagram interactions by enabling one-on-one engagement with customers through its chatbot. This allowed them to connect with both new and existing followers more effectively, especially appealing to the younger demographic that dominates Instagram. The chatbot allowed for direct communication, including promotional messages and campaign updates, providing a personalized experience and strengthening the brand’s social media marketing efforts.
02
Fast Food Chain M's Giveaway Campaign for New Product
To promote its new LUNCHEON Meat McMuffin with Egg, Fast Food Chain M launched an exciting giveaway campaign. Participants simply had to follow the brand’s Instagram account and comment “I’m a Green Lover” on the promotional post. Successful participants received automated messages from the chatbot with unique QR codes, which they could use to redeem their McMuffins at any self-ordering kiosk or counter. This streamlined process made the experience smooth and rewarding for both new and loyal customers.
03
AR Filter Gamification for Chinese New Year
During Chinese New Year, Fast Food Chain M created a fun and interactive AR filter campaign on Instagram. Participants played a game where they moved their heads to hit icons like mandarins, coins, and red pockets, earning different scores. The top 130 participants with the highest scores won exclusive limited-edition Fast Food Chain M crossbody bags. This creative campaign not only increased brand visibility but also engaged customers with a festive and competitive experience.
04
Enhanced Customer
Service Support
Fast Food Chain M subscribed to comprehensive customer service support, with a dedicated team handling a wide range of issues such as complaints, delivery problems, missing coupons, and campaign-related concerns, across platforms like Instagram and email. To ensure smooth cooperation, our customer service team uses an integrated system to manage approvals and tag each issue appropriately. Once approved by Fast Food Chain M’s internal team, we send out emails to resolve customer complaints efficiently.
05
Customer Service Reporting
At the end of each month, our customer service representatives compile a detailed report on various customer interactions, including food quality and branch services. This report helps Fast Food Chain M assess their business situation and identify areas for improvement. We categorize daily tickets by relevant issues, and if any problems are escalated, we bring them to the company’s attention for focused resolution.
06
Walk, Heal and Thrive
Donation Campaign
Fast Food Chain M launched a donation campaign aimed at helping sick children and their families maintain a cleaner, more peaceful home environment. Our team created a user-friendly landing page to facilitate donations, where supporters could easily choose their donation amount and complete the payment by scanning a QR code. This campaign allowed customers to contribute to a meaningful cause, strengthening the brand’s community involvement.
07
Let’s
Connect
We’re committed to fueling business growth
and enhancing customer retention.