Clients of Tanuka can do orders using Business Chat Apple now

2020: Implementation of Business Chat Apple

The brand of the Japanese restaurants "Tanuki" announced that now guests can use Business Chat Apple. It is technology using which users can communicate directly with the companies through the Messages application on devices of Apple. It became known on June 25, 2020.

We were pioneers in the field of delivery and we hold positions including thanks to the fact that the speed and service quality always were for us a priority, – Vyacheslav Nosenko, the head of Digital-division of a brand of the Japanese restaurants "Tanuki" says. – For June, 2020 clients do 60% of all orders of delivery of Tanuka through the application, and 70% of these users – owners of devices of Apple. Thanks to Business Chat Apple communication from Tanuka for them will become much more convenient and simpler.

Using Business Chat Apple guests of Tanuka will be able to order delivery of food, communicating from Tanuka in a usual format of correspondence. Using Business Chat Apple, the client can contact at any time the operator and always itself decides what contact information he wants to provide. Over time there will be a possibility of payment of the order via the Apple Pay.

In 2005 Tanuka one of the first in the Russian restaurant market offered the clients of service of delivery, and for June, 2020 it makes more than 50% of business. The most part of orders are the share of online canals (67% – through the application), and only clients do 7% by phone. According to the research Customer Service Messaging trends report by Nuance Communications for 2018, 79% of clients aged from 18 up to 34 years prefer text messages to phone calls. Implementation of Business Chat Apple – the next step of Tanuka to further development of a system of delivery providing to guests is even more convenience at order placement.

Business Chat Apple opens possibilities of assessment of satisfaction and a customer loyalty (NPS-and CSI indexes) and increases in recoverability of users due to trigger communications in the additional channel: the repeat order in one click, "the thrown basket", swindles depending on prescription of the last purchase together with CDP, reactivation and gamification. It is the effective tool for Tanuka and a convenient channel of communication for customers.

Implementation of Business Chat Apple in an ecosystem of Tanuka is implemented in cooperation with the company of the market of mobile informing and solution provider for omnichannel communications — mfms company.

Offering Business Chat Apple as the relevant channel for Tanuka, we considered a request for the user experience and specifics of target audience. For June, 2020 iPhone uses 40% of Russians in the large cities. For some segments this indicator reaches 70%. For such users the chat with the company is entered in an ecosystem on their devices by Apple, and to begin to communicate with a brand it is possible in one click. I expect what for the most part of clients of Tanuka of Business Chat Apple will become the main communication channel from Tanuka – with the familiar interface and access to the application to one contact without additional installations, – Nikolay Vand, the director of a product, mfms comments.

To begin a conversation in Business Chat Apple, the client can click the Messages icon on the website or mobile application of Tanuka which can be loaded into AppStore. In the version of iOS13 when clicking the phone number Tanuka a system suggests to begin instead of a call a conversation in Business Chat Apple. If the client selects Message, the conversation with Tanuki operator will begin at once in the Messages application, and the user will be able to answer questions of the operator when it is convenient to it.