Success stories
Seven restaurants. One group. Three Employees.
This is how HIRO works in a restaurant group with seven restaurants and three brands on Instagram. The group's name stays private; what its Employees do doesn't.
- restaurants
- 7
- WhatsApp number
- 1
- Instagram profiles
- 3
- Employees at work
- 3
Guests and reservations
Hostess
Talks with your guests and books their reservations.
The challenge
Seven restaurants and a single WhatsApp number. Each guest writes to a different restaurant, and each one has its own menu, hours and rules.
What we did
A single WhatsApp Business number for all seven restaurants: Hostess books, changes and cancels reservations at any of them.
We imported the group's guest base into HIRO Platform. Hostess identifies each guest by their WhatsApp number and serves them in a personal, proactive way, with what the group knows about them: how they usually book and their preferred table.
The group sets the tone and personality: always formal, and Hostess introduces itself as a digital assistant, with a name of its own.
It knows the group's activities, such as events, the weekly menu and experiences, and proactively tells guests about them when they book on a day with one or show interest in them.
We worked on guest consent and got the templates Hostess uses approved by Meta: with the guest's permission, Hostess reminds them of their booking or tells them about an activity. It's an option the group switches on, because Meta charges for each template message.
A Cabify integration: a verified guest, according to their tier in the group's loyalty program, books their ride when they make the reservation. It was built for this group and Hostess now offers it to any restaurant with a Cabify Business account.
Clear limits and escalation: whatever Hostess isn't authorized to answer goes to the restaurant's team and leaves an alert in HIRO Platform.
The result
Seven restaurants served from a single WhatsApp number, in the group's voice.
Instagram messages
Community
Handles your restaurant's Instagram messages.
The challenge
One person on the team handled the group's three Instagram profiles, and messages peaked on weekends, when nobody was there to answer.
What we did
Community handles the three profiles directly through Meta's official API, with no middleman.
It replaced the tool the group was paying for: €60 a month less in subscriptions.
It books from the message, just like Hostess: it checks availability and creates the booking.
It replies to stories that tag the group with 25 lines of its own, which the group updates whenever it likes from HIRO Platform.
A panel in HIRO Platform brings together the comments from all three accounts, so the team decides how to answer each one.
The result
Three Instagram profiles looked after 24/7, weekends included, without adding to the team's workload.
Feedback and complaints
Reputation
Puts your guests' serious complaints in a person's hands.
The challenge
More than 100 guest ratings arrive every day, and the negative ones got lost among all the others.
What we did
It sorts every rating into promoters and detractors.
Every day it sends the team a summary of the detractors, with the guest's details and the comment on their booking.
The result
The team starts the day knowing which guest to call.
Does your group look like this one?
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