BeHeard helps restaurant chains unify customer communication across phone calls, SMS, web chat, walk-ins, social media, and review platforms. With Claude powering their AI assistant, BeHeard is transforming how restaurants like Dig Inn handle customer service, proactively address issues, and build stronger customer relationships.
By using Claude as their core AI engine, BeHeard enables restaurants to automatically respond to the majority of customer inquiries while seamlessly escalating complex issues to human staff, creating a unified customer service experience that drives satisfaction and loyalty.
The Challenge: Fragmented Customer Communication in Restaurant Chains
Modern restaurant chains face a complex challenge: customers reach out through multiple channels—phone calls during busy hours, SMS for quick questions, web chat for orders, walk-in complaints, social media mentions, and online reviews. Each channel traditionally required separate systems and staff, creating inefficiencies and missed opportunities.
For Dig Inn, a fast-casual restaurant chain with 10 locations, managing customer communication across all these touchpoints was overwhelming their staff and leading to delayed responses, missed complaints, and potential negative reviews that could damage their reputation.
"Before BeHeard, we were constantly playing catch-up with customer feedback. A complaint on social media might go unnoticed for hours, and by then it's too late to turn that experience around."
The Solution: Claude-Powered Unified Customer Communication
BeHeard chose Claude as their AI foundation because of its exceptional natural language understanding, empathetic communication style, and ability to handle complex, nuanced customer service scenarios. Claude's advanced reasoning capabilities allow BeHeard to go beyond simple chatbot responses and provide truly helpful, contextual support.
Why Claude Made the Difference
Unlike other AI models that might provide generic responses, Claude understands the subtleties of customer emotions, can de-escalate tense situations, and knows when to involve human staff. This emotional intelligence is crucial in restaurant customer service, where a single bad experience can lead to lost customers and negative reviews.
Omnichannel Integration
Claude processes and responds to customers across phone calls, SMS, web chat, walk-ins, social media, and review platforms from a single unified inbox.
Intelligent Escalation
Claude identifies when conversations need human intervention and seamlessly transfers context to staff members, ensuring continuity in customer care.
Proactive Review Management
Claude detects potential negative experiences and proactively reaches out to customers before they leave bad reviews, turning problems into opportunities.
Automated Insights
Claude analyzes every conversation to provide NPS scores, CSAT ratings, and actionable insights about customer satisfaction trends.
Transforming Customer Service with Measurable Results
In just 28 days across Dig Inn's 10 locations, BeHeard powered by Claude delivered impressive results
How Claude Powers BeHeard's Customer Service Platform
Intelligent Response Generation
Claude analyzes incoming customer messages and generates appropriate, empathetic responses that match the restaurant's brand voice. Whether it's a complaint about food quality or a question about menu items, Claude provides helpful, contextual responses that feel natural and personal.
Sentiment Analysis and Risk Detection
Claude continuously monitors customer sentiment throughout conversations, identifying when customers are becoming frustrated or when their experience might lead to a negative review. This allows for proactive intervention before issues escalate.
Smart Escalation Logic
Claude understands when human intervention is needed and seamlessly hands off conversations to staff members like Jessica, providing complete context and suggested next steps to ensure continuity of care.
Performance Analytics
Claude automatically scores every conversation for satisfaction metrics, providing restaurant managers with real-time insights into customer experience trends and staff performance.
Real Impact on Restaurant Operations
The implementation of Claude-powered customer service has fundamentally changed how Dig Inn handles customer relationships. Staff members can now focus on high-value interactions and complex problem-solving, while Claude handles routine inquiries and proactively addresses potential issues.
"With BeHeard and Claude, we're not just responding to problems anymore—we're preventing them. The AI catches issues before they become negative reviews and helps us turn disappointed customers into loyal advocates."
Cost-Effective Customer Service at Scale
By automating 70% of customer inquiries, Dig Inn has been able to provide consistent, high-quality customer service across all 10 locations without proportionally increasing staff costs. The system handles hundreds of interactions daily while maintaining high customer satisfaction scores.
Proactive Reputation Management
The ability to intercept 205 potential negative reviews in just 28 days represents significant value in protecting Dig Inn's online reputation and preventing customer churn. Each intercepted negative review prevents potential lost revenue from future customers reading those reviews.
Looking Forward: The Future of Restaurant Customer Experience
BeHeard sees their Claude-powered platform as just the beginning of AI's impact on restaurant customer experience. As Claude's capabilities continue to evolve, BeHeard is exploring new ways to help restaurants build stronger customer relationships and drive business growth.
For restaurant chains like Dig Inn, the combination of BeHeard's platform and Claude's intelligence creates a sustainable competitive advantage in customer service, operational efficiency, and reputation management.
"Claude doesn't just help us respond to customers—it helps us understand them better and serve them more effectively. It's like having a customer service expert who never sleeps and learns from every interaction."