Always-on
community management at scale

McDonald's is known not only for its iconic Big Mac and Golden Arches, but also for its fast service and the essence of Good Times. That brand experience shouldn't be limited to the restaurant, it should also be reflected in every online interaction.

As a market leader, the brand is constantly in the spotlight. National campaigns, product launches and social issues generate a continuous flow of customer questions, comments and conversations. McDonald's Netherlands needed a partner capable of managing these volumes throughout the year, one that could effortlessly scale during major campaigns while preserving the brand's distinctive, informal and witty tone of voice.

RIFF built a premium, scalable community management operation powered by leading technology and genuine human connection.

• 365-day availability
  RIFF provides continuous coverage every day of the year, operating from 08:00 until 22:00, including weekends and public holidays.

• Full omnichannel management
  RIFF manages social media, telephone support and email from one integrated operation. Insights gathered across every channel are translated into actionable recommendations, continuously improving customer service, brand reputation and the overall customer experience.

• The eyes and ears of the brand
  The dedicated RIFF team closely reflects McDonald's target audience, giving our specialists an instinctive understanding of online culture, humour and customer expectations. They identify trends, sentiment and emerging issues in real time, acting as an early warning system for the McDonald's head office.

Through its partnership with RIFF, McDonald's delivers the same brand experience online as customers enjoy in its restaurants. The brand is present whenever customers expect it to be.

During major national campaigns, app promotions and product launches, RIFF's flexible teams seamlessly absorb peaks in customer interactions. Potential issues are addressed quickly with empathy and care, while thousands of daily conversations strengthen the community, increase customer loyalty and reinforce a positive brand experience across digital channels.