Trends Report

Text-Based Chat Best Practices: Wendy’s Customer Service Features

February 5th, 2021

Summary

Retailers and brands must deliver experiences that are efficient, effective, and effortless for the customer. This piece is part of a series showcasing best-in-class examples of conversational interfaces; it focuses on Wendy’s’ customer service features. According to the Forrester Analytics Consumer Technographics® US Retail Recontact Survey, 2020, 42% of US online adults said it was important for retailers to offer live online chat on their website, up from 27% in 2019. When customers ask about nearby locations, Wendy’s provides them with the location address, phone number, hours, and ability to begin an order at the given store, rather than simply stating the location. To learn more about the evolving presence of chat in retail, listen to our webinar on The State Of Chat In Retail: The Current And Future States. If you have questions, schedule an inquiry with us for more information.

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