About the Company

This Cantonese restaurant has become one of Guatemala’s top choices for authentic Chinese cuisine. Beyond the dine-in experience, a large part of its operations relies on takeout, delivery, and reservation requests managed through WhatsApp and Instagram.

The Challenge

Before Reach, the restaurant faced an overflow of conversations that led to:

• Operational disorder: multiple messages arrived simultaneously on different devices, causing delays and lost orders.
• Limited monitoring capabilities: without tools to supervise or evaluate agent performance, the person responsible for conversational channels found it difficult to ensure consistent service quality.
• Risk to customer experience: without control or measurable data, it was impossible to guarantee a consistent experience or monitor customer satisfaction.

The result was dissatisfied customers, missed sales opportunities, and an operational load that hindered the restaurant’s growth.

The Solution with Reach

With Reach, Lai Lai completely transformed how it manages its conversational channels:

• Channel centralization: WhatsApp and Instagram were unified into a single inbox, ensuring no message was lost.
• Automatic assignment: chats are now automatically distributed based on each agent’s workload, balancing attention and preventing overload.
• Real-time supervision: managers can monitor active conversations, reassign chats during peak hours, and ensure uninterrupted service.
• Customer satisfaction analytics: access to reports that measure the quality of interactions, helping identify areas of improvement and strengthen customer experience.
• Consolidated history: all conversations are recorded within the platform, guaranteeing full traceability.
• Integrated payment gateway: through Smartlinks, the restaurant can now send secure payment links directly within conversations, streamlining the takeout and delivery payment process.

Results Achieved

Centralization and Control

• 100% of orders and reservations managed in a single inbox.
• Elimination of lost messages due to overload or disorganization.

Efficiency in Service

• Average response time reduced from 10 to 3 minutes.
• Real-time chat reassignment during high-demand hours to prevent service bottlenecks.

Supervision and Satisfaction

• Implementation of satisfaction analysis to evaluate customer experience.
• Immediate visibility of agent performance, allowing for continuous quality improvement.

Impact in Numbers

• 143,284 conversations handled in one year, consolidating all channels into a single shared inbox.
• 17,911 conversations per agent on average, ensuring agility and quality in every interaction.
• 88.5% response rate and 72.3% resolution rate, proving that most requests are handled and resolved within the channel.
• 36,980 new customers and 33,936 returning customers, supported by clear data that helps segment and understand the customer base.
• Over 1.3 million messages managed (679,867 incoming and 648,984 outgoing), ensuring consistency and traceability across communications.
• Average of 19 messages per conversation, reflecting active engagement and close customer support.
• Real-time monitoring of all conversations, with the ability to reassign chats among agents and maintain continuous service during peak hours.
• Automatic chat assignment based on workload, ensuring balanced distribution and improved team productivity.
• Smartlinks for payments, enabling fast and secure payments directly within chat, reducing transaction times and streamlining order processing.