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The Client

Hungry Horse is a 284 pub-strong branch of the Greene King Brewery family, with sites across England, Wales and Scotland. 3sixfive already provided a full Community Management service for Hungry Horse - managing their social media customer service and assisting with table bookings, complaint resolution and other general enquiries.

The Brief

Hungry Horse were looking to further enhance their current customer service by extending this to their website. With an already existing working relationship, we were able to discuss the needs of the client and assess how we would be able to help them integrate new strategies into our already successful package.

The Strategy

 
3sixfive already provided a full Community Management service for Hungry Horse - managing their social media customer service and assisting with table bookings, complaint resolution and other general enquiries.
As we were already managing all of this on their Facebook page, setting up the live chat plugin was easy - all it meant was that now, rather than website customers being directed to a variety of different email addresses and contacts, all incoming enquiries would land in one secure place.
The response was immediate.
While previously few customers had taken the time to go through the channels to contact Hungry Horse - or any one of its 240 pubs - the immediate, efficient nature of the live chat feature plus its functionality outside of the website browser, saw a 10,000% increase in enquiries directed from the website.
As agreed with the client, we utilised the training, knowledge and strategised processes that we had already been implementing within the initial Community Management service.
We provide reactive, human responses, unique to each and every message. Where customers were unable to book using the widget, we’d make the booking for them - either using the widget ourselves or directly contacting the pub to check availability. With a cohesive and ever-growing guide of information on Hungry Horse and its venues, we could quickly find answers to a range of general queries, or, where complaints were received, gather the relevant information and offer a resolution for the guest by passing their details along to the internal customer care team to make the process a swift one.
 

The Results

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% increase in customer enquiries
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Unique responses
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Covers in 4 weeks

The upsurge in customer enquiries proved no problem for 3sixfive. Because we work from 8am until 10pm daily, we were able to keep on top of the influx of messages - and with a team of experienced individuals working under one roof, could ensure that we were providing human, on-brand replies to each one within the agreed timeframe.

With someone on hand to help with queries instantaneously, customers were able to get answers or make bookings where previously they may have given up and gone to a competitor. Keeping a detailed track of all enquiries coming through via live chat, we’ve also been able to give live feedback to the website development team, who could utilise these comments to create a more positive user experience on the site.

The upsurge in customer enquiries proved no problem for 3sixfive. Because we work from 8am until 10pm daily, we were able to keep on top of the influx of messages - and with a team of experienced individuals working under one roof, could ensure that we were providing human, on-brand replies to each one within the agreed timeframe.

With someone on hand to help with queries instantaneously, customers were able to get answers or make bookings where previously they may have given up and gone to a competitor. Keeping a detailed track of all enquiries coming through via live chat, we’ve also been able to give live feedback to the website development team, who could utilise these comments to create a more positive user experience on the site.

The client noticed a 30% reduction in email enquiries related to the booking widget. Previously, these would be sent through to individual pub managers, who often lacked the resources to reply promptly due to their busy schedules in-house. With us on hand to offer speedy assistance to the customer, these bookings aren’t being missed as a result. Over a 4 week period, we subsequently generated 1446 covers for the client.


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