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. wagamama opened its first noodle canteen in 1992 in London’s Bloomsbury and has since become one of the country’s favourite places to enjoy freshly made, simple soul food with friends and family.
The Brief
For a highly popular brand like wagamama, keeping up with a constant influx of social media comments and messages whilst maintaining a cohesive brand voice can be tricky. Providing online customer service outside of their usual office hours was proving difficult for their internal team, resulting in delayed responses for fans and guests, as well as a lack of consistency in their communication style. That’s why we were asked to step in and implement a comprehensive Community Management strategy.
“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
Across all of wagamama’s social media pages, our Community Management service has resulted in a significant improvement in customer support and response times. Fans and guests who contact the brand outside of office hours now receive timely, helpful replies and are therefore given a great impression of the brand, building loyalty and heightening satisfaction.
This streamlined approach has also been a time-saver for wagamama, as we are able to handle the majority of customers’ enquiries directly without needing to contact members of the brand’s internal team to request additional information. As well as boosting their level of customer care, our Community Management strategy has benefited their social presence overall. The fun, informative and cheeky messages we send on their behalf have led to a considerable increase in engagement on their content posts.