The Client

Hungry Horse is a chain of over 250 pub restaurants in England, Wales and Scotland which is owned by Greene King. First established in 1995, the brand prides itself on offering low cost meals for families and groups. With great value food deals throughout the week, live sports and regular entertainment, Hungry Horse is famous for its tasty Big Plate Specials, fantastic range of drinks and warm welcome at every location.

The Brief

We have been providing a full Community Management service for Hungry Horse for many years, managing their social media customer service and assisting with table bookings, complaint resolution and other general enquiries. After seeing the excellent results we were able to achieve through this service, the brand approached us with a request regarding the implementation of a Live Chat facility on their website.

Thanks to our existing relationship with Hungry Horse and having perfected their tone of voice, we were able to easily discuss their aims and assess how we could help them integrate a Live Chat strategy into their successful Community Management package.

The Strategy

Seeing as we were already managing communications on their Facebook page, it was agreed that we would use the Facebook Messenger plugin, which was straightforward to set up. Prior to its addition, website users would be directed to a variety of different email addresses and contacts when making enquiries, making the experience complicated and time-consuming. But now, all messages would land in one place.

We utilised the training, tone of voice and processes that we were already using for Hungry Horse’s Community Management service, providing reactive, human responses to every Live Chat query. If customers experienced issues making a booking using the brand’s online booking widget, they could enquire via Live Chat instead, whereafter we would make the reservation on their behalf - either using the widget ourselves or directly contacting each pub to check availability.

With an ever-growing guide of information about Hungry Horse and its nationwide collection of pubs, we were able to quickly find answers to a range of general queries. If a customer wished to make a complaint, we were able to use Live Chat to swiftly gather the necessary details from them and pass these over to the brand’s internal customer care team.

The Results

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% increase in customer enquiries
0
Unique responses
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Covers in 4 weeks

The positive response was immediate. The rapid, efficient nature of the Live Chat feature - plus its ability to continue conversations in the app if a customer exited the web browser - resulted in an impressive 10,000% increase in enquiries.

This upsurge proved no problem for our expert Community Management team. Because we operate every day of the year, we were able to keep on top of the influx of messages - and with a team of experienced individuals working under one roof, we ensured that we were providing human, on-brand replies to each message within the agreed timeframe.

Hungry Horse’s customers were able to get answers and make bookings promptly, whereas previously they may have given up and chosen a competitor instead if they were left waiting for too long. We also kept track of all enquiries that came through via Live Chat, meaning we were able to give feedback to the brand’s website development team, who then utilised these comments to create a more positive user experience on the site.

The positive response was immediate. The rapid, efficient nature of the Live Chat feature - plus its ability to continue conversations in the app if a customer exited the web browser - resulted in an impressive 10,000% increase in enquiries.

This upsurge proved no problem for our expert Community Management team. Because we operate every day of the year, we were able to keep on top of the influx of messages - and with a team of experienced individuals working under one roof, we ensured that we were providing human, on-brand replies to each message within the agreed timeframe.

Hungry Horse’s customers were able to get answers and make bookings promptly, whereas previously they may have given up and chosen a competitor instead if they were left waiting for too long. We also kept track of all enquiries that came through via Live Chat, meaning we were able to give feedback to the brand’s website development team, who then utilised these comments to create a more positive user experience on the site.

Additionally, Hungry Horse noticed a 30% reduction in email enquiries related to their booking widget following our Live Chat implementation. Formerly, these emails would have been sent through to individual pub managers, who often lacked the resources to reply in a timely manner due to their busy schedules in-house. With the 3sixfive team on hand to offer speedy assistance to every customer, these bookings aren’t being missed as a result. Over a 4 week period, we subsequently generated 1446 covers for the client.

Want to add a Live Chat plugin to your brand’s website and speed up your customer service process? Learn more about this service and how we can respond on behalf of your business, no matter your industry.


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