24-7 Intouch Partners With Red Robin to Drive Innovation in Customer Engagement
WINNIPEG, Manitoba. June 26, 2014 – Leading consumer affairs provider 24-7 Intouch Inc., is excited to announce its partnership with Red Robin Gourmet Burgers, Inc. (Red Robin). The 24-7 Intouch team was chosen for their ability to drive innovation to Red Robin’s evolving customer engagement strategy and leverage their expertise in analytics to enhance the end guest experience across all customer touch points, current and future state.
With nearly 500 restaurants in the United States and Canada, Red Robin saw an opportunity to add a proactive partner that is equally passionate about the quality of the brand’s guest experience. By leveraging 24-7 Intouch’s expertise in Voice of the Guest insights and reporting, the additional business intelligence will allow Red Robin to make quicker decisions based on direct feedback, to impact the customer experience.
Real-time analytics highlight daily customer interactions, trending topics and any issues that may need to be addressed. The reporting enables Red Robin to make strategic decisions on menu items, specific locations, reward programs and service experience.
“The main goal behind our customized reporting is not only to provide our clients with as much information about their customer experience as possible, but also to suggest opportunities to take it to the next level,” said Jeff Fettes, Chief Operating Officer of 24-7 Intouch. “Constant communication and collaboration with the Red Robin team allows for an overall improvement of the customer experience, impacting quality and long-term customer loyalty.”
“In addition to providing superior service for our guest relations and Red Robin Royalty rewards program, 24-7 Intouch enables us to scale as needed,” said Dana Benfield, Vice President of Engagement Marketing at Red Robin. “Customer service is a differentiator for our business and unique, individualized service is what our guests have come to expect at our restaurants.”
About 24-7 Intouch
24-7 Intouch is a global contact center outsourcing company that delivers innovative, quality-driven, customer service solutions, across all industry segments. Using the most advanced technology, comprehensive insights, and brand specialists for each account, 24-7 Intouch is able to provide a multichannel approach, via voice, live chat, e-mail and social media management. This customizable, customer care method allows clients to utilize business insights to deliver lifetime customer loyalty and increase incremental revenue. With over 13 years of experience, the 24-7 Intouch team takes pride in creating a top to bottom brand alignment for clients to create the ideal customer experience.
The company continues to grow to accommodate the needs of new and existing clients. They currently operate offices in Canada, USA, Guatemala, and India.
About Red Robin Gourmet Burgers, Inc. (NASDAQ: RRGB)
Red Robin Gourmet Burgers, Inc. (www.redrobin.com), a casual dining restaurant chain founded in 1969 that operates through its wholly-owned subsidiary, Red Robin International, Inc., is the Gourmet Burger Authority™, famous for serving more than two dozen craveable, high-quality burgers with Bottomless Steak Fries® in a fun environment welcoming to guests of all ages. In addition to its many burger offerings, Red Robin serves a wide variety of salads, soups, appetizers, entrees, desserts and signature Mad Mixology® Beverages. Red Robin offers a variety of options behind the bar, including its extensive selection of local and regional beers, and innovative adult beer shakes and cocktails, recently earning the restaurant the 2014 VIBE Vista Award for Best Beer Program in a Multi-Unit Chain Restaurant. There are nearly 500 Red Robin® restaurants across the United States and Canada, including Red Robin’s Burger Works® locations and those operating under franchise agreements. Red Robin… YUMMM®! Connect with Red Robin on Facebook and Twitter.