Sought to deliver convenient customer service on their customers’ preferred channel
Wanted to minimize response time to customer inquiries
Aimed to meet and exceed the expectations of the younger demographic.
“Call or Text Us” CTA for 1-800 feedback line printed on every food bag across 6,000+ stores
Texting became 2nd largest channel by year 2, almost a quarter of communications
Real-time alert response system integration enables instant responses and remediation
“Whether you sell hamburgers or computers, we’re all in the customer service business. Our goal must be to exceed our customers’ expectations everyday ”
- Dave Thomas, Founder, The Wendy’s Company
10-15 Simultaneous text cases handled vs 1 phone call
3X Increase in messaging volume with CTA