KFC Netherlands; Helping guests as efficiently as possible
KFC Netherlands and Contact Center Live have been working together since 2016. KFC was an existing Zendesk user looking for a partner to get more out of the platform. In this, KFC expressed great interest in alean system with high flexibility and high capacity for reporting. The goal of the system was to efficiently serve guests, and provide valuable feedback per restaurant to consistently improve the service provided. In 2020, guest service via Zendesk controls 82 restaurants in the Netherlands and Belgium.
Contact center live solutions
In consultation, Contact Center Live first reviewed the system and from that made a proposal for cooperation on a project basis: The first step was a complete reboot in setting up the system. KFC operates on a franchise basis, which brought with it the need for a stable system with clear contact lines per restaurant and franchise. Inbound channels were also important, to make it possible for guests to communicate quickly in the environment where they feel comfortable.
Live training sessions at KFC
After implementing the system improvements, Contact Center Live provided training for the team at KFC, and worked with the team to set up and maintain reports within Insights. In doing so, KFC guaranteed itself a consistent stream of valuable data to work with.
Further tightening reports
After Zendesk announced it was discontinuing the Insights program and replacing it with the new Explore application, Contact Center Live and the team took the opportunity to sharpen reporting even further. In this, Contact Center Live provided new training and further support in creating and sharing interactive reports for the various franchises and employees.
A partner who is always ready to help
Megan Meijer, the Customer Service Executive at KFC, describes the partnership with Contact Center Live as follows.
“Contact Center Live is always available and ready to help with any problem or issue. Almost all problems were fixed within a day, a very nice idea. For me Zendesk was an unknown platform, but they took the time to teach me all the things. They are very patient and take the time to explain everything carefully. I am very satisfied with their service!”