Food & Beverage
Little Caesars Türkiye automates customer support on WhatsApp with clear escalation to its team
Little Caesars answers common customer requests on WhatsApp with rule-based bots and escalates the rest to customer representatives in MonoChat. More than 150,000 messages have gone through the platform.
- messages
- 150K+ messages
- customer conversations
- 6,100+ customer conversations
Who is Little Caesars?
Little Caesars Türkiye runs the American pizza brand’s restaurants in Türkiye, mostly through franchisees. Part of Çelebi Gıda, it operated more than 100 branches across 17 provinces as of 2022.
Goals
- Resolve common requests without waiting for an agent
- Escalate complaints and special cases to the right person
- Keep support consistent across branches
The challenge
A restaurant chain with many branches receives the same kinds of questions every day, and a few urgent ones that cannot wait. Support has to be fast for routine requests and personal for the rest.
How Little Caesars uses MonoChat
Rule-based bots for routine requests
Guided WhatsApp flows handle frequent requests first, so customers get an answer without waiting in a queue.
Escalation to representatives
When a conversation needs a person, it moves to a customer representative in the MonoChat inbox with its full history.
Results
Since July 2025 Little Caesars has handled more than 6,000 customer conversations and over 150,000 messages on MonoChat.
Figures come from MonoChat platform data, rounded down, as of October 2026. A conversation is one customer’s thread on one channel.
