Guzman y Gomez（GyG）是一家休闲餐饮连锁店，在澳大利亚、新加坡、日本和美国经营着150多家分店。GyG以通过新鲜食材和正宗技术提供墨西哥历史悠久的风味为荣--而且他们想快速实现这一目标

As many in the Food & Beverage industry experienced in the face of COVID-19, GyG saw an unprecedented shift away from in-person traffic, and a rise in online and delivery orders. “Even with our stores now opening back up, delivery and online orders are still higher than pre-COVID,” said Josh Bell, Principal & GM at GyG. “ǞǞǞ way customers want to order has changed — and digital is the new norm.” 

对GyG和其客户来说，效率低下

贝尔解释说："我们的沟通缓慢、笨拙且零星，"这主要是由于GyG使用不同的平台进行反馈、投诉、实时聊天、电话和新员工注册。随着数字订单的激增，GyG团队意识到其零散的沟通平台可以为其员工和客户进行优化。贝尔说："我们依靠一个非常精干的员工队伍的人工回应，这是不可能持续的，"。

为了适应在线订单量的需求，并将其快速的店内客户体验带到网上，GyG需要进行数字通信转型。他们需要一个通信合作伙伴，使他们能够做到这一点，同时保持运营上的精简。

"两年来，我们一直在寻找一个合作伙伴来整理我们所有的通信channels 。事实上，MessageBird 可以在同一平台上自动完成所有这些工作，这一点非常了不起。
Principal & GM at GyG Singapore, Josh Bell

以数字方式服务于其店内体验

In just a matter of days, Bird helped GyG rapidly pivot online and stay connected with its customer base; they consolidated communications into one platform, implemented automation and integrated into existing software. 

“We’ve added four new channels and reduced manual replying with automated flows,” said Bell. “谷歌的商业信息 across our stores helps us to bring our fast and efficient customer experience online. ǞǞǞ new WhatsApp QR codes on our packaging easily allow for customer feedback and questions; this has turned what was a clunky experience into a seamless one.”

The consolidation of GyG’s communications — including increased channels — is powered by the omnichannel capabilities and global connectivity of Inbox. Bird’s 流程建设者 is what enables GyG to automate responses for its FAQs and worker onboarding across Google’s Business Messages, WhatsApp, Facebook Messenger and Instagram. 

人工智能在其传播中是一个品牌差异化因素

Bell added, “One of the worst things for an F&B outlet is when a customer experiences something like a foreign object in food or serious order mistakes that require urgent attention, and it isn’t resolved.” 

Bird GyG与GyG的合作，为GyG创建了一个意图识别模型，以有效预测和区分人们经常表达的类似的紧急情况和投诉。通过共同努力，GyG 迅速改进了模型及其数据集，现在可以自动检测投诉和紧急情况，从而将必要的问题升级，并触发短信提醒，通知 GyG 的总经理、运营主管和具体的商店经理。

Bird的人工智能平台使 GyG 能够立即对正确的客户互动做出反应，并降低风险。"贝尔说："现在，我们的客户总是对我们如此迅速地回应他们的关切感到震惊。

更好的沟通意味着更快乐的客户

“Working with Bird has dramatically improved conversion rates with our customers,” explained Bell. “They have the information they need immediately, therefore significantly increasing our revenue and, in turn, our profitability.” Now with a more fast and effective digital offering, GyG can shift its focus back to bringing people together through a shared passion for Mexican food. 

“Customers demand information immediately and this cannot be achieved for a SME without a solution like Bird. The impact is significant across our entire business as our customers are more engaged every day.”
‍Principal & GM at GyG Singapore, Josh Bell