SIDES, a new entrant into the food & beverage space has big growth plans.
SIDES is a chicken brand developed by The Sidemen. The seven social media creators, who have over 130m subscribers, launched SIDES with the mission of bringing fans freshly cooked, double coated crispy chicken, alongside seven iconic house sauces.
They are cooking up a storm, with 6 locations opened within 9 months, and a 100 more planned over the next 5 years. Alongside the restaurants they have launched a snacking range, available through Tesco and One Stop stores, and a new frozen food range through Iceland.
They needed a trusted partner who would get them launched with their customer service solution. There was no manual to refer to, no history on the type of contacts expected and no technology in place.
Through our agile approach and quick learning methodology, we:
We provide a shared service model for all contacts via email, google reviews and delivery portals – Just Eat, Uber Eats and Deliveroo.
To ensure we meet (and exceed) the customer experience targets, we:
We took inspiration from the overall brand tone of voice and tailored this into the customer service channels.
We developed training materials for our agents on brand, tone of voice, enquiry types, resolution handling, escalation and complaint management.
We use robust training & knowledge capture methodologies by leveraging learning technology.
Through implementing identified CX strategies and managing the digital customer contacts for SIDES, we helped them achieve:
