A leading fast-food chain, known for prioritizing speed and convenience, recognized the potential of voice technology to enhance customer engagement and deliver a user-friendly experience in the quick-service restaurant (QSR) sector.
Despite high customer expectations and research suggesting a prominent role for Voice technology in the market, Voice adoption in the QSR sector needed to catch up. The fast-food chain initially wanted to incorporate Voice technology through Amazon Alexa into their customer experience to improve upon key features of their mobile app, addressing customers' interests in quality assurance, safety, dietary information, and special offers.
The fast-food chain collaborated with a prominent Voice consultancy to achieve these impressive outcomes, employing a comprehensive and holistic discovery approach that identified audience needs and business objectives to form a solid foundation to build from. By working closely with internal stakeholders and target audience members, they identified critical factors for success. They combined these insights with industry expertise and primary research to create a prioritized feature set and roadmap. Utilizing various research methodologies and analysis, they developed actionable solutions that enabled the fast-food chain's team to deliver exceptional value and maximize impact. This collaborative and innovative approach ensured that the correct solutions were designed and executed effectively, successfully harnessing voice technology to transform their industry and optimize both value and results.
This thorough process led to the development of a groundbreaking Alexa skill, the first of its kind for the restaurant chain, which integrated with the restaurant's mobile app to offer an intuitive, touch-free, and customer-centric experience.
By enhancing the customer experience, fast-food aficionados could effortlessly access the latest offers, find nearby outlets, inquire about the menu, and kickstart their orders using seamless, touch-free Voice commands. This intuitive integration not only amplified awareness of the brand's digital services but also led to a significant surge in mobile app downloads and active usage.
Taking a step further, we expanded the brand's presence across major voice platforms. The successful launch on Amazon Alexa and the development of a Google Assistant Action ensured that the brand's value was delivered consistently across multiple voice interfaces. This strategic move not only elevated the brand's value perception but also fortified customer loyalty, creating delightful experiences for users.
Moreover, the integration of voice skill and action proved to be a cost-effective solution. It not only reduced the brand's expenditure on other channels but also catered to the rising demand for contactless customer service, especially crucial during the pandemic era. The outcome? A win-win situation for both the brand and its customers.
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