Building Loyal Customer Communities for F&B Chains
AntBuddy empowers F&B chains to operate seamlessly across online and offline channels — from Zalo, Messenger, TikTok and other chat platforms to ShopeeFood, GrabFood, mobile/web apps, and traditional call center channels.
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Omnichannel Operations for F&B Chains
Automated Post-Sales Customer Care
Enhance Customer Experience
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The challenge for F&B chains is not the number of channels, but fragmented data and disconnected operations across platforms, stores, and departments.
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Disconnected hotline operations across departments
Traditional phone lines are often isolated from the central system, limiting seamless coordination between sales, delivery, and customer service teams.
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Fragmented Customer Data Across Zalo Personal Accounts
Customer data from Zalo Personal Accounts is often scattered across individual stores, making it difficult for the corporate team to manage, access, and control customer information centrally.
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Missing Customer and Campaign Context
The system does not retain complete interaction history and campaign information when customers reconnect across channels.
Disconnected Order Processing and Fulfillment Flow
TikTok, Zalo, web/apps, and POS systems are not fully integrated, causing order, delivery, payment, and service request data to become fragmented. Teams must switch between multiple tools to consult customers, capture information, and create orders.
Operational Workflow
Chatbot – Automatically identifies customer needs to route interactions through the appropriate workflow, verifies customer identity for automated responses, and retrieves information using customer phone numbers unified with profiles across channels such as Zalo, Messenger, Zalo Calls, and Messenger Calls. The system can also assign customers to agents based on the required skills and expertise.
Customers can connect through Zalo, traditional hotlines, TikTok, mini apps, mobile apps, or web apps based on their preferences and needs.
All customer interactions are consolidated into AntBuddy Omnichannel Chat and AntRing, eliminating siloed management across Zalo, hotlines, TikTok, and other channels.
Customer Engagement Across Every Touchpoint
Centralized Interactions on One Platform
Customer Identification and Interaction Context
Agents gain access to customer history, profile information, campaign records, regional context, and previous notes to deliver more accurate and personalized support.
Seamless Chat, Call, and Order Creation
POS and Store-Level Synchronization
Centralized Brand-Level Management
Teams can receive messages, manage inbound and outbound calls, transfer calls to the right departments, and create orders directly on AntCRM without switching across multiple systems.
Orders are routed to the right store through the integration between AntCRM and POS, enabling order processing, delivery coordination, and real-time status updates.
Head office can monitor interaction content, store performance, campaign effectiveness, and operational status across the entire system in real time.
Value AntBuddy Delivers to F&B Businesses
From omnichannel customer engagement and order creation to data synchronization and operational performance tracking, AntBuddy enables F&B businesses to operate faster, more efficiently, and with greater control.
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Centralize Zalo Operations into the Enterprise System
Instead of allowing each store to manage Zalo independently, AntBuddy consolidates Zalo operations into Omnichannel Chat, enabling faster responses while maintaining centralized control and consistent communication across stores and the brand.
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Centralized Order Management with AntCRM and POS Integration
Orders can be created centrally through AntCRM and automatically routed to the appropriate store via POS integration, ensuring seamless order fulfillment, delivery coordination, and operational consistency across the chain.
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Integrate Traditional Hotlines with AntRing Call Center
Businesses can centralize incoming calls and route them to the appropriate teams, including omnichannel sales, delivery operations, or customer service. The system also supports branded voice experiences and flexible calling models aligned with operational needs.
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Capture ZNS Campaign Context by Region
When customers reconnect, the system can identify which campaign they came from, the content they received, and the responsible region, enabling more accurate and personalized customer engagement.
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Seamless Chat, Calls, and Customer Data Management from TikTok
Customer information from TikTok is centrally stored, enabling teams to continue consultations, reconnect with customers, and process orders seamlessly.
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Integrate Mini Apps, Mobile Apps, and Web Apps to Reduce Manual Operations
Customers can perform more actions independently across digital platforms, helping businesses reduce manual effort per order and improve operational scalability.
KFC Vietnam needs a stable call center and customer care solution capable of managing a large volume of interactions across multiple channels, including hotline, website, Facebook, Zalo OA, and live chat. Due to the nature of the F&B industry, customers often contact the brand to place orders, ask for information, report service issues, or track their orders. Therefore, slow responses or missed calls can directly affect customer experience and revenue.
To address this challenge, AntBuddy proposes an Omnichannel Cloud Contact Center solution for KFC Vietnam. The system is designed to support large-scale operations with 50 agents, 50 concurrent calls and thousands of calls per day. Beyond call handling, AntBuddy also integrates multiple customer interaction channels into one unified platform, allowing agents to track call history, order-related messages, complaint tickets, orders, and customer information within a single system.
One of AntBuddy’s key strengths is its ability to help KFC automate customer assignment based on predefined rules and better control the customer service workflow. The system can automatically create tickets from Facebook comments, messages, missed chats on Facebook Messenger, Zalo OA, and live chat, then assign them to agents based on priority rules. Managers can also monitor customer service agent performance in real time through key metrics such as first response time, average handling time, number of missed calls, response time, and shift status. In addition, the system supports call recording for all calls and stores them for service quality control.
As a result, KFC can move from a fragmented, channel-by-channel customer service model to a centralized, measurable, performance-driven system that connects customer data and can easily scale. This solution not only helps reduce the risk of missing customer interactions but also creates a data foundation for KFC to optimize customer experience, increase sales from chat and call channels, improve team productivity, and synchronize online and offline customer touchpoints.
Diverse Use Cases
Ensure Seamless Connectivity with Optimized Costs
Optimize Order Processing Time
Reduce consultation and order information processing time by 50–70%
Shorten Consultation Time
Reduce consultation and order creation time to just 2–3 minutes per order
Increase Call Volume
Achieve a 200% increase in call volume
Increase Order Value
Increase average order revenue by 150% within 3 months
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