How Wow Bao Increased their Average Customer Rating by 9% with Superorder
Background
Wow Bao is a fast-casual Asian concept, serving delicious steamed buns, dumplings, and bowls. They operate in 700+ locations across the U.S., and more than 6,000 grocery stores.
With a rapidly expanding footprint and much of their business coming from third-party delivery they started to experience a few problems.
First, it was becoming difficult to acknowledge, respond, and action upon all customer feedback. They were receiving thousands of reviews per month, and didn’t have the time to read each one. Second, as a byproduct of maintaining 2,000+ third party storefronts, they couldn’t verify that all stores were operational.
After a few conversations, Superorder and Wow Bao joined forces.
Solution
Superorder’s all-in-one guest engagement and reputation management software quickly helped Wow Bao improve operations within a few weeks.
Superorder’s aggregates all of Wow Bao’s online customer reviews (from DoorDash, Uber Eats, and Grubhub) and uses AI to send customers personalized replies within minutes.
After responding to each customer, Superorder AI analyzes customer feedback and provides clear, actionable recommendations to improve store operations.
Superorder automatically detects any unintentional closures of Wow Bao’s stores, and automatically restarts them to avoid offline minutes.
Partnering with Superorder has been transformative for Wow Bao. Their software solutions have allowed us to both connect with our customers and manage operations more effectively and efficiently than ever before. Superorder's tools have empowered us to elevate our brand reputation and drive continued growth.
Partnering with Superorder has been transformative for Wow Bao. Their software solutions have allowed us to both connect with customers and manage operations more effectively and efficiently than ever before.
Results
After reviewing and taking action upon AI generated insights from customer feedback, Wow Bao saw a 9% increase in their customer’s average rating.
Downtime Management enables Wow Bao to avoid 14 days of store downtime across all their locations combined.
By aggregating and passing actionable customer feedback to their store managers, they were able to reduce their overall order chargebacks by 22% in under 60 days.
