Burgerheart is a successful franchise that has made a name for itself in the German restaurant scene in recent years. With 20 locations across Germany, Burgerheart represents modern, straightforward, and above all, delicious burgers that appeal to all target groups.
The company’s philosophy revolves around more than just serving food; it’s about creating a holistic experience. From the design of the restaurants to the service and communication with customers, Burgerheart strives to capture the current zeitgeist and offer a unique brand experience.
Despite the success of their restaurants, Burgerheart's marketing team faced a significant challenge: communication through traditional email newsletters was increasingly falling on deaf ears. Emails often landed in spam folders, and open rates were low. Even attractive offers and coupons failed to achieve the desired level of customer engagement.
It became clear that the existing email newsletter was outdated for their target audience. Marketing Manager Fabian Frey and his team were left wondering how to modernize communication and build a more direct and personal connection with their customers. They quickly found a solution with Superchat.
Burgerheart's Favorite Features
- Feature: Click-to-Chat Ads
- Feature: WhatsApp Newsletter
- Feature: Automations
The marketing team at Burgerheart is particularly excited about Superchat's newsletter feature. Compared to the previous email newsletters, Burgerheart's WhatsApp newsletters achieve an impressive open rate of 80-90%. This improvement reflects a fundamental shift in customer relationships. Customers find the WhatsApp messages to be more relevant and personal than emails, leading to higher engagement rates.
The WhatsApp newsletter was specifically promoted through QR codes in the restaurants and Click-to-Chat ads on Facebook and Instagram. Click-to-Chat ads are advertisements with a link that takes leads and customers directly to a WhatsApp chat with just one click. In this case, to a newsletter opt-in.
Superchat's Automations are another highlight for the team. They allow for efficient design of complex campaigns while minimizing effort. The automations ensure that the right messages are sent to the right people at the right time, without the team having to manually execute every step. This has not only increased efficiency, but also significantly improved the quality of customer engagement.
For questions and special requests, there is also the live chat, ensuring that personal contact is possible. The combination of automations and live chat ensures that customers feel well taken care of at all times.
How Burgerheart Benefits from Superchat
-Significantly Higher Open Rates: The open rate of the WhatsApp newsletter is 80-90%, compared to 15-20% for email newsletters.
-Improved Customer Interaction: Customers respond more actively to messages, ask questions, and more frequently utilize offers and coupons.
-More Efficient Communication: The team uses a centralized inbox to handle all customer inquiries, greatly simplifying daily operations.
-Successful Automations: The use of automations has streamlined repetitive tasks, boosting overall efficiency.
-Personalized Support: The fast and effective support chat aids in resolving issues and optimizing the use of the tool.
-Enhanced Customer Loyalty: Through targeted and high-quality communication via WhatsApp, Burgerheart has been able to build stronger customer loyalty.