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The Client

wagamama is a restaurant chain with 155 locations across the UK, serving food inspired by fast-paced, Japanese ramen bars and a celebration of Asian food. ‘Kaizen’, meaning ‘good change’, is the philosophy that sits right at the brand’s heart.

The Brief

For a high street giant, keeping up with a constant influx of social media engagement whilst maintaining a cohesive brand voice can be tricky. Providing online customer service outside of their usual office hours was proving difficult for wagamama, resulting in a delayed response for fans and guests, as well as a lack of consistency in brand voice. That’s where the 3sixfive team were able to step in.

The Strategy

We have become the voice of wagamama on their brand pages between 8am-10pm, 365 days a year, across Facebook, Twitter and Instagram. We ensure that each user receives a timely, tailored response that is reflective of the brand's unique tone of voice. Responding to interactions as an extension of wagamama allows us to improve their customer service, providing consistent and personalised replies to every query.

The Strategy

We have become the voice of wagamama on their brand pages between 8am-10pm, 365 days a year, across Facebook, Twitter and Instagram. We ensure that each user receives a timely, tailored response that is reflective of the brand's unique tone of voice. Responding to interactions as an extension of wagamama allows us to improve their customer service, providing consistent and personalised replies to every query.

“3sixfive have been so helpful from the initial quote, to set up right the way through to full implementation. we have seen our social engagement + interaction increase considerably since they have been onboard. their response time is great + this has really helped both us + our customers, especially outside ‘normal’ office hours. they have been more than accommodating when we have asked for assistance + quotes for additional work + are happy to provide suggestions on what could work best for our brand”

The Results

wagamama have noticed a significant improvement in their online customer service, especially regarding response times. People who reach out to the page outside of office hours and receive timely, helpful replies are given a great impression of the brand, building loyalty and heightening satisfaction.

This streamlined approach has also been a time-saver for the company, as we are able to handle the majority of their enquiries directly without needing to contact members of the wagamama team.

As well as boosting customer service, the strategy has benefited their social presence overall. Our fun, informative and cheeky messages on their behalf mean they have seen engagement increase considerably since boarding with us.

On behalf of wagamama, we respond to:

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Instagram comments per month
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Facebook comments and messages per month
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Tweets per month

Struggling to find the time to reply to your social media interactions? We can tailor our service to suit your individual requirements - get in touch!

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