How One Fast Food Chain Made Customer Service History

If you’ve ever heard of or used Snapchat, then you’re bound to know that the app just recently introduced its all-new Stories Feature in early October. For those who don’t know, Snapchat is a photo messaging mobile app that enables users to take photos, record videos, add text and send their creation (known as “Snaps”) to others; however, the catch is that the content can only be viewed for a number of seconds before it disappears, never to be seen again.

So, with the advent of its new “Snapchat Stories” feature, users can create links of shared content that can be viewed an unlimited number of times over a 24-hour period before disappearing for good. This sparked the interest of one huge fast food brand to use the platform to promote a product launch and ultimately establish a stronger social media presence.

And it worked.

Taco Bell is one of a few Snapchat pioneers who are using the platform to engage customers in an entirely new way. Back in May, the chain used Snapchat to introduce its Beefy Crunch Burrito using the app’s “seconds-and-it’s-gone” format to give the launch an even more exhilarated feeling. According to Nick Tran, social media lead for Taco Bell, Snapchat Stories offers even more untapped potential for customer engagement.

"This is something a lot of fans tell us all the time," Tran recently told tech media news outlet Mashable. "They love sharing their stories and trips and adventure. We created a story that modeled that experience of hanging out with a friend."  

Companies like Taco Bell and programs like Snapchat are truly paving the way for the future of customer service and engagement. Imagine a world with no barriers, limitations or restrictions to the type of things your call center software could achieve when it comes to customer outreach and commitment. The thought alone is exciting enough.

Interested in our solutions?

+33 (0)1 55 37 30 50

Get in touch for more information