How Wings Over Achieved a 4.5-Star Average Rating and Less Than 1% Order Error Rate
Background
Wings Over is a popular fast-casual chain specializing in wings and comfort food, with locations across multiple states. Known for their mouth-watering menu, the company has grown rapidly over the years. However, with this growth came challenges—specifically, managing customer feedback and maintaining consistent order accuracy across numerous locations.
As the number of reviews and online orders increased, Wings Over faced difficulties in responding to customer feedback promptly and ensuring order accuracy at scale. This led to missed opportunities for operational improvements and occasional customer dissatisfaction.
To tackle these challenges, Wings Over partnered with Superorder.
Solution
Superorder’s all-in-one guest engagement and reputation management platform enabled Wings Over to elevate their operations and customer service, producing meaningful results in a matter of weeks.
Superorder's AI Insights feature analyzed customer feedback and provided actionable recommendations to optimize operations. This allowed Wings Over to improve order preparation processes and address any recurring issues quickly.
With Superorder's automated review management, Wings Over could efficiently respond to over 3,000 customer reviews across platforms such as DoorDash, Uber Eats, and Grubhub. Personalized responses were generated within minutes, helping the brand maintain a strong online presence.
Leveraging AI-driven insights, Wings Over streamlined their order fulfillment process, resulting in an order error rate of less than 1%. Superorder helped identify patterns that led to errors, allowing the team to take preventative measures.
Superorder’s advanced tools for operations reporting, reducing downtime, and managing customer feedback have significantly enhanced our operational efficiency and minimized disruptions.
Results
By applying insights derived from AI analysis and actively addressing customer feedback, Wings Over boosted their average rating to 4.5 stars.
Superorder's review management capabilities enabled Wings Over to respond to over 3,000 customers promptly, improving customer engagement and demonstrating a commitment to quality service.
With data-driven improvements to the order fulfillment process, Wings Over reduced their order error rate to below 1%, ensuring greater customer satisfaction.
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