Case Study: Guzman y Gomez achieves fast, omnichannel digital customer experience and higher conversions with Bird (formerly MessageBird)

Guzman y Gomez Digitizing an excellent in-store customer experience

Guzman y Gomez, a fast-casual restaurant chain with over 150 locations, faced a sudden and sustained shift to online and delivery orders that exposed fragmented, slow communications across multiple platforms. The business relied on manual replies from a lean team and needed a communications partner to consolidate channels and automate interactions — so they turned to Bird (formerly MessageBird) to modernize customer and staff communications using solutions like Inbox and Flow Builder.

Bird (formerly MessageBird) consolidated GyG’s channels into Inbox, added four new messaging channels (including Google’s Business Messages and WhatsApp QR codes), and used Flow Builder plus an AI intent-recognition model to automate FAQs, worker onboarding, and emergency escalation with SMS alerts to managers. The result was far faster, automated responses, reduced manual replying, improved conversion rates, increased revenue and profitability, and noticeably higher daily customer engagement.

Guzman y Gomez

Josh Bell

Principal & GM