How Starbucks turned messaging into a brand bridge.

Every day, Starbucks communicates with customers through its mobile app, email, website, SMS, social media, and more. However, in the past, these channels operated independently, resulting in a fragmented customer experience, inconsistent messaging, and employees wasting a lot of time responding to each one individually.

To address this, Starbucks implemented a multi-channel messaging system, consolidating all customer data onto a single platform.

Starbucks app

From then on, all conversations, offers, greetings, and purchase reminders are synchronized regardless of whether customers send messages from the app, website, or Facebook.

AI plays a central role:

• Automatically personalize messages based on your purchase history.
• Suggesting your favorite products at the right time.
• Activate a series of automated welcome, birthday, or promotional messages.

As a result, Starbucks not only saves operational time but also makes customers feel like the brand truly understands them.

Result: Smarter communication leads to more effective customer retention.

After implementing a multi-channel messaging system, Starbucks noted:

• Engagement rates increased by over 40%.
• The rate of returning customers has tripled compared to before.
• The brand experience is more seamless than ever before.

Each message is no longer an advertisement, but becomes a friendly reminder between the brand and its loyal customers.

How small businesses can communicate like Starbucks.

Previously, building a system like Starbucks required businesses to invest heavily in infrastructure, a dedicated technical team, and complex software.

But now, GTG CRM has shortened that entire process for Vietnamese SMEs, with just a single platform.

GTG CRM helps businesses connect 7 popular messaging channels including: Zalo, Facebook, Gmail, Outlook, WhatsApp, SMS and Yahoo.

Multi-channel messaging connectivity in GTG CRM

All customer messages are collected in a central management dashboard where you can view, reply, label, assign staff, and save the entire conversation history. No more switching back and forth between Zalo, Messenger, or email; everything is in one place.

Manage your messages with just one app.

The unique aspect is that AI is deeply integrated into every operation:

• Suggested answers based on the specific context of each platform.
• Learn from conversation history to automatically suggest more relevant responses over time.
• Analyze message tone to help employees respond more professionally and naturally.

GTG CRM also allows you to create a Live Chat widget that can be directly integrated into your website or landing page. Customers simply leave their questions, and the system will automatically answer using AI or forward them to the appropriate staff member.

Feel free to use GTG CRM's Live chat feature.

More importantly, all the information stored in the CRM helps you know exactly who messaged you, where they came from, and how they interacted.

As a result, with just one person in charge of customer service, SMEs can still:

• Manage hundreds of conversations every day.
• Instant response without worrying about missing any customers.
• Retain customers by responding quickly, accurately, and at the right time to their needs.

Conclude

Starbucks doesn't just sell coffee; they sell experiences, built from every message and every small interaction. With GTG CRM Messaging integrated with AI, Vietnamese businesses can create a similar experience: a seamless communication system, instant responses, and a deep understanding of each customer like a familiar friend. This is how to build loyalty and sustainable revenue, starting with simple conversations.