Restaurants on the Run (ROTR) - the nation’s largest corporate-focused restaurant marketing service - uses an online community to scale their support as they expand nationwide...all while continuing to provide an excellent customer experience.
Empowering Africa's Next Generation: The AI Leadership Blueprint
Scale Your Business with a Customer Community
1. Scale Your Business with a
Customer Community
Andrew Lambert
Marketing Programs Manager
Restaurants on the Run
Hanna Johnson
Marketing Manager
Get Satisfaction
2. About Get Satisfaction
Get Satisfaction helps companies create engaging customer
experiences by fostering online conversations about their
products and services at every stage of the lifecycle.
.
35 million 70,000
consumers/ Customer
month Communities
To ask questions, Connect with each other
share ideas and the companies they
and report problems care about
Twitter: #Custserv @Getsatisfaction 2
3. Drive Real Business Results
1,000 Product
Champions
per Month
Client feedback and
insight into R&D
1200 Product Ideas
from the Community
50% Decrease
in Support Costs
75% Reduction in
Support Tickets
9 Brand
Communities
Twitter: #Custserv @Getsatisfaction 3
4. Agenda
Restaurants on the Run Background
Our Customer’s Needs
Business Challenges
Learning From Online Chat Support
Solution Requirements
Get Satisfaction Solution
Questions and Answers
Twitter: #Custserv @Getsatisfaction 4
5. Background
Nation’s largest corporate-focused restaurant delivery
service
Founded in 1993 in Orange County, CA
Over 1500 restaurants throughout 9 Cities
Over 4 million successful orders to more than 15 million
people
Twitter: #Custserv @Getsatisfaction 5
6. Customer Needs
Our Target Customer: “Lindsey”
90% of our customers are female
Between the ages of 24-36
Office Admin / Assistant / Manager
Busy Schedules / Multi-Taskers
Provide order options in addition to phone but with same
great service
Twitter: #Custserv @Getsatisfaction 6
7. Learnings From Online Chat Launch
Jan 2012 launched online chat
Over 900 chats during the month of Feb 2012
All the same questions / concerns / web errors
Marketing: Customers needed to be educated on
promotions and about ROTR
Technology: Website needed improvement in some
areas
Sales: Help Sales leverage chat
External Operations: Where is my order?
Twitter: #Custserv @Getsatisfaction 7
8. Challenge: Scale Support, Faster Resolution
Expanding rapidly across the country
– Needed scalable one-on-one interactions
Expected Customer Service Levels
– Avg. Wait Time Of Phone Call Under 25 Seconds
– Avg. Wait Time Of Chat Under 20 Seconds
– Leverage Knowledge Base / Food Experts
– Provide Simple Fast Service
– Make Our Customer “Look Good”
Twitter: #Custserv @Getsatisfaction 8
9. Challenge: Existing Support Channels
Call Center
– Avoid large expansion of call center
– Reduce call volume while maintaining wait times
– Share the knowledge of our call center
Chat
– Provides 1-on-1 that our customer expects, but can
have 4-6 customers at one time.
– Keep wait times low with same service levels
Twitter: #Custserv @Getsatisfaction 9
10. Solution Requirements
Enable customers to “tap-into” our food knowledge
Online only solution that can scale with the growth
Easy for customers to use / great website integration
Effective chat and phone deflection
Implement with limited organizational resources
Twitter: #Custserv @Getsatisfaction 10
11. Solution: Get Satisfaction Community
Why Get Satisfaction
Working With Get Satisfaction
Integration Process
Twitter: #Custserv @Getsatisfaction 11
12. Implementation
Multiple entry points
– Homepage
– Every restaurant page
– Within chat window
Integrated
– With homegrown CRM
– With Valero Chat
Twitter: #Custserv @Getsatisfaction 12
16. Business Benefits
Expand nationwide without
adding staff
Chat volume is steady as
business grows
Enhanced NPS Score
Faster onboarding of new
employees
Twitter: #Custserv @Getsatisfaction 16
17. Get A Hold Of Me
Twitter: @insertanything
Facebook: /insertanything
Email: alambert@rotr.com
Twitter: #Custserv @Getsatisfaction 17
18. Contact us!
Call (877) 339-3997
or visit us online
www.getsatisfaction.com
Notas do Editor
Get Satisfaction is the leading customer engagement platform, designed to build authentic relationships between customers and companies. Get Satisfaction powers 70,000 customer communities used by Over 35 million users each month to engage with each other and companies about the products and services they care about.Customers and prospects use the Get Satisfaction Community to:Ask Question,Provide Product feedbackRaise problems and support questionsGive praiseAnd connect with each other and the companies they care about.
And here’s an overview of some of our customers. Companies use Get Satisfaction for Social support, Customer feedback and Social Marketing. Examples of customers include:Free free to only mention two customers.Customer SupportMint.com has reduced support tickets by 75%Rhaposody has decreased support cost by 50%Get Product Feedback:TechSmith has gathered 1200 product ideas from the communityAthena health uses their customer community to get 100s of feedback from their customersMarketing and eCommerceProcter & Gamble has powered 9 of their brands with GS Community including PampersKiddicare a UK baby online retailer has uses customers as product champions to sell more productsI’d now like to turn it over to Denis.
9 cities– San Diego, Orange County, Los Angeles, Inland Empire, San Francisco, Seattle, Las Vegas, Houston, and Tulsa
Needed to find a solution that would work for our customer
Listen to your customers!Knew general questions / answers our customers asking.Knew we needed an easier / cheaper / faster way to provide answers
Thanks so much for attending our webinar. We’ll be following up with you in the next few days to talk in more detail about our solution. Meanwhile, please don’t hesitate to contact us if you have any questions about our solution. Have a great day.