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Chaayos is a popular Indian tea café chain known for its wide range of customizable teas and snacks across multiple cities. As the brand expanded, maintaining consistent, high-quality customer experiences across all store locations became critical. However, variations in how order-takers engaged with customers were creating uneven experiences and leaving revenue on the table.
As Chaayos scaled operations across cities, frontline conversations became inconsistent, directly impacting both customer perception and business outcomes.
Order-takers demonstrated varying levels of professionalism across outlets. Personal connections with customers were often missed while opportunities to build rapport through empathy and warmth went unrealized.
Suggestive selling remained underutilized, with add-ons and upgrades not being consistently recommended, impacting average bill value. Festive menus and new launches weren't proactively highlighted during customer interactions.
Cuebo partnered with Chaayos to introduce structured, practice-led training focused on real in-store conversations.
Empathy and rapport through simulations: Interactive simulations helped order-takers practice rapport-building across varied customer settings, customer personas, diverse product requests, and situations requiring adaptability in tone and recommendations, thereby transforming routine transactions into engaging interactions.
Suggestive selling as a habit: Structured practice enabled order-takers to confidently recommend add-ons and upgrades as a natural part of the conversation.
Cuebo delivered measurable improvements across customer experience and revenue metrics in Delhi (in-scope cafés):
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❝ It is a good platform for improving individual performance, which translates into better overall outcomes. Cuebo is easy to implement, user-friendly, and supported by a responsive team. The AI-driven insights help clearly identify improvement opportunities. ❞
— Sadiq A, Training Manager, Chaayos
The shift from generic training to immersive, scenario-based learning helped order-takers internalize customer engagement in a way that felt natural and repeatable. An extensive scenario library prepared teams for almost every interaction, while gamified elements sustained engagement and encouraged regular practice.
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