Brand
GIOI
Challenges
Low Efficiency Operation
Messy Multi-Channel
Non-Standardized User Experience
Solutions
Build smart front desk on WhatsApp
Build integrated data operation background
Standardized Omni-Channel Experience Orchestration
About GlOl
It is a farm to table Asian Restaurant. “GlOl” is a Vietnamese word which means “well done”Everything they are serve on the table has been done to the best to the ability. Among thenearly 7,000 Jakarta restaurant brands, GlOl ranks 88th in the recommended rating, making it awell-deserved place for Indonesian Internet celebrities to punch in. However, with thecontinuous expansion of the scale of brand management and the number of users, digitaltransformation is also gradually put on the agenda. How to ensure the efficient and stableoperation of stores, unified control of multiple channels and standardization of user experiencehas become the primary concern of GlOl. After knowing that Techsun has a rich knowledge ofthe catering industry and has helped super fast food brands with more than 300 milion usersachieve omnichannel member marketing, GlOl chose to cooperate with Techsun to carry out digital transformation.
Challenges
The challenges of GIOI inlcluded operational efficiency, the management of a messy multi-channel control environment, and the need for a standardized user experience. Add ressingthese issues requires a strategic and comprehensive approach that involves processimprovement, automation, integration, and standardization, ultimately leading to a moreefficient, organized, and consistent experience for customers and stakeholders.
1. Low Efficiency Operation
One of the primary challenges facing GlOl is the issue of low operational efficiency. This canmanifest in several ways, including redundant processes, lack of automation, and inadequateintegration between different systems and departments. When operations are not streamlined
and optimized, it leads to wasted time, resources, and ultimately, a decrease in overallproductivity.
2. Messy Multi-Channel
ControlAnother significant challenge for GlOl is the management of multiple channels and platforms,often leading to a messy and disorganized control environment. With the proliferation of digitalchannels, including social media, email, chatbots, and more, managing customer interactionsacross these platforms can become overwhelming and inefficient.
3.Non-Standardized User Experience
A non-standardized user experience can be detrimental to GIOI’s reputation and customelsatisfaction. When customers encounter inconsistencies in the way they interact with theorganization, it can lead to confusion, frustration, and ultimately, a loss of trust.
Solutions
Socialhub.Al Offerd GIOI intelligent customer service on WhatsApp, presenting a fresh solution for consumer operations management.
Use Case 1: Build a smart front desk on WhatsApp
7 months after joining hands with Socialhub.AI, at the GlOl store in J.Senopati, Jakarta, Decca cards with a scan for registratlon are placed on every table. When the customer scans the code with WhatsApp, the AI assistant will guide the consumer to sign up for membership, order food and receive offers. Before the next visit,customers can enter the number of diners, time and store information on the mobile phone according to the prompt,and about 15-20 seconds to complete the online booking. In addition, in the brand’s lnstagram, Twitter and other social media channels, you can also jump the WhatsApp Business account, according to its store manager, in the first month on the line, the current average proportion of online bookings more than 30%.
Use Case 2: Build integrated data operation background
catering is no longer limited to “eating”, but to seek. At present, consumers’ demand forexperience from “eating”. Especially in the context of the increasing voice of young consumerson social media, many restaurant brands are facing a problem: not to identify who is theconsumer, but to find the “window of opportunity” to interact with consumers. Marketing expertRobert Lauterbaum believes that when brands communicate marketing content through themedia, they should seize the opportunity and use creativity to let the brand message reach theaudience, so as to change the audience’s attitude and behavior. Socialhub.Al plays a crucialrole in keeping GlOl’s WhatsApp messages from being hidden in brands’ marketing messages. After its Al Customer service, it is a Customer Engagement Platform (CEP) that integrates globadata collection, data analysis, member labeling management, intelligent marketing canvas andother integrated operational capabilities.
Socialhub.AI addresses GIOI’s non-standardized user experience challenge with its Standardized Omni-Channel Experience Orchestration solution, which uses AI-powered workflow automation to create consistent interactions across all touchpoints—from web to social to in-store—while maintaining personalization via dynamic data integration. The platform’s real-time monitoring identifies and corrects branding or response inconsistencies, ensuring uniform messaging and experiences that boost customer satisfaction (CSAT) by 25%, reduce cross-channel inconsistencies by 30%, and accelerate issue resolution by 40% through standardized protocols.
