Emplifi Helps Dine Brands Global Reduce Direct Message Response Times and Integrate Google Reviews

Rhea-AI Summary

Dine Brands partners with Emplifi to improve guest recovery workflows on social channels, reducing response time from five minutes to sixty seconds. Emplifi integrates Google Reviews for Dine Brands' restaurants, leading to immediate improvements in social media guest recovery efforts.

Insights

Market Research Analyst

The implementation of Emplifi's integrated customer engagement tools by Dine Brands Global represents a strategic move to enhance customer service efficiency and responsiveness. The reported 80% reduction in response time to social media inquiries is not just an operational improvement; it's a significant competitive advantage in the hospitality industry. In today's digital age, rapid response is closely tied to customer satisfaction and retention. The ability to prioritize and swiftly handle guest recovery cases across various communication channels can lead to improved customer loyalty and potentially increase repeat business, which is a key driver for revenue growth.

Moreover, the integration of Google Reviews into the guest recovery process is a proactive approach to managing online reputation, a factor that is critically influential in consumer decision-making. The real-time tracking of guest data and feedback can provide actionable insights for Dine Brands, enabling the company to refine its services and offerings. This data-driven strategy can also inform targeted marketing campaigns, menu adjustments and operational improvements, ultimately contributing to the company's top and bottom lines.

Customer Experience Expert

Enhancing the guest experience through technological innovation, as Dine Brands has done with Emplifi, aligns with the increasing consumer demand for immediate and personalized service. The expectation of a one-hour response window highlighted in the Harris Interactive research underscores the urgency with which brands must engage with customers. By meeting and exceeding these expectations, Dine Brands is likely to see an uptick in customer satisfaction scores, which can influence the overall brand perception and increase customer lifetime value.

The ability to consolidate guest interactions and reviews into a single, measurable workflow allows for a more cohesive understanding of the guest journey. This holistic view can empower franchisees with the knowledge to make informed decisions that resonate with their customer base. The strategic focus on the customer experience is not merely a short-term fix but a long-term investment in building a resilient and adaptable brand that can thrive in a rapidly evolving consumer landscape.

Technology Integration Specialist

The seamless integration of Emplifi's social media management features into Dine Brands' existing customer service engagement CRM showcases the importance of interoperability in modern software solutions. By creating a unified platform for managing guest inquiries, Dine Brands has eliminated the friction associated with switching between different communication channels. This technological synergy enhances internal workflow efficiency, reducing the potential for errors and ensuring that guest feedback is promptly directed to the appropriate parties within the organization.

For the broader industry, Dine Brands' adoption of an integrated customer engagement platform sets a benchmark for how technology can be leveraged to streamline customer service processes. It also emphasizes the need for scalability and flexibility in software solutions to accommodate the unique requirements of different franchises. The long-term implications for the industry include a push towards more sophisticated customer service technologies that can provide a comprehensive view of customer interactions, leading to more personalized and effective service delivery.

By partnering with Emplifi, Dine Brands cut the amount of time it took to manage guest inquiries on social channels from five minutes to sixty seconds or less

NEW YORK--(BUSINESS WIRE)-- Emplifi, a leading customer engagement platform, today announced it has significantly improved guest recovery workflows across social channels and integrated Google Reviews for Dine Brands Global, Inc. (NYSE: DIN), the parent company of Applebee’s Neighborhood Grill + Bar^®, IHOP^®, and Fuzzy’s Taco Shop^® restaurants. After managing messages from guests directly in the Facebook app – without the ability to respond, monitor, or measure guest interactions from a single dashboard – Dine Brands’ Guest Relations team required more streamlined and integrated guest recovery capabilities.

Dine Brands was already using Emplifi Agent, a customer service engagement CRM, before they seamlessly integrated Emplifi’s social media management features into their workflow. Within a few weeks of deploying these features, Dine Brands saw immediate improvements across its social media guest recovery efforts. The Guest Relations team reduced the time spent handling social cases from five minutes to sixty seconds or less – an astounding 80% cut in time spent answering guest inquiries.

In addition to faster response times, Dine Brands was able to:

• Prioritize social media guest recovery cases every day of the week, exactly as they do for other case scenarios on email, phone support lines, and other communication channels.
• Curate and measure impactful data from their social recovery workflows by tracking guest data in real-time.
• Support the unique needs of their restaurants, ensuring guest feedback is heard and shared back to franchisees quickly.
• Integrate Google Reviews into their social media guest recovery processes, including the ability to respond to any guest reviews that come through the Google Review platform.

“From integrating Emplifi’s social media management features into our suite of tools to working with our wonderful Customer Success Manager, Emplifi has made life a lot easier,” said Alex Bresette, Director of Guest Relations at Dine Brands. “The technology has proven to be extremely valuable to our overarching guest recovery strategies.”

Research conducted by Harris Interactive and commissioned by Emplifi shows that more than 52% of consumers – or, in Dine Brands’ case, guests – expect brands to respond to customer inquiries within an hour, but 20% of customers say they typically have to wait 24 hours before getting a response. The gap in customer expectations and brand response times not only negatively impacts the customer experience, but can jeopardize critical outcomes, including customer loyalty efforts and revenue gains. Dine Brands is well-positioned to exceed their guests’ expectations and vastly improve the guest experience — as well as internal processes and workflows.

“Today’s most successful brands are the ones that have been able to remove the silos between their marketing, customer care, and commerce efforts. Dine Brands is a perfect example of a company that understands this paradigm at an in-depth level,” said Zarnaz Arlia, CMO, Emplifi. “Brands need tools that easily integrate and come equipped with intuitive dashboards so that they can manage customer communications from a single platform without having to navigate between multiple social channels. Dine Brands has achieved this — faster response times combined with valuable guest insights — making it clear just how important social media platforms are to customer service initiatives.”

About Emplifi

Emplifi is a leading unified customer engagement platform that empowers businesses to reach and grow communities through digital- and social-first strategies. More than 20,000 brands like McDonald’s, Ford Motor Company, and Delta Air Lines rely on Emplifi to enable connected, empathetic experiences for the modern consumer across marketing, commerce, and care. Headquartered in New York, Emplifi partners with major social media networks and digital platforms, including Google, Meta, LinkedIn, X, TikTok, and Snapchat.

About Dine Brands Global, Inc.

Based in Pasadena, California, Dine Brands Global, Inc. (NYSE: DIN), through its subsidiaries and franchisees, supports and operates restaurants under the Applebee's Neighborhood Grill + Bar®, IHOP®, and Fuzzy’s Taco Shop® brands. As of September 30, 2023, these three brands consisted of over 3,500 restaurants across 18 international markets. Dine Brands is one of the largest full-service restaurant companies in the world and in 2022 expanded into the Fast Casual segment. For more information on Dine Brands, visit the Company’s website located at www.dinebrands.com.

View source version on businesswire.com: https://www.businesswire.com/news/home/20240221520382/en/

Amlika Lal

International PR Director

press@emplifi.io

Source: Emplifi

FAQ

How did Dine Brands improve guest recovery workflows on social channels?

Dine Brands partnered with Emplifi to integrate social media management features, reducing response time from five minutes to sixty seconds.

What percentage of time was cut in handling guest inquiries after partnering with Emplifi?

Dine Brands saw an 80% reduction in time spent answering guest inquiries, from five minutes to sixty seconds or less.

What additional capabilities did Dine Brands gain after integrating Emplifi's social media management features?

Dine Brands was able to prioritize social media guest recovery cases, curate impactful data, support restaurant needs, and integrate Google Reviews into their processes.

What are the expectations of consumers in terms of response time from brands?

More than 52% of consumers expect brands to respond to inquiries within an hour, highlighting the importance of quick responses.

How did Emplifi's partnership benefit Dine Brands according to Alex Bresette, Director of Guest Relations?

Alex Bresette mentioned that Emplifi's technology has made life easier and proved extremely valuable to their guest recovery strategies.