Customer story · BeanScene
How BeanScene lifted loyalty enrollment 67% with Chatref
A specialty coffee franchise replaced a fragmented FAQ page with a chatbot trained on rewards rules, menu details, and store data, answering 78% of guest questions on web and WhatsApp.
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BeanScene is a specialty coffee franchise that runs cafes, a loyalty program, and an online bean store. Before Chatref, guests searching for rewards rules, store hours, bean origin details, and subscription management had to dig through an outdated FAQ page or wait for the help email inbox. After training a Chatref chatbot on the loyalty terms, menu, store locator data, and subscription help articles, BeanScene now answers 78% of guest questions without a human, lifts loyalty signups 67%, and saves roughly $18k per month in support staffing. The chatbot runs on the BeanScene website and WhatsApp through Chatref's included multi-channel deployment. Chatref is pay-as-you-go with $50 free credit on signup, unlimited chatbots, unlimited team seats, and every feature – custom instructions, human handoff, multi-channel deployment, analytics – available to every account with no subscription and no feature gates. BeanScene deployed in two weeks and reached ROI in eight weeks.
Food and Beverage · Coffee franchise · Multi-location
At a glance
BeanScene in a nutshell.
+67%
Loyalty enrollment lift
78%
Questions automated
$18k
Monthly support savings
2 wks
Time to launch
- BeanScene is a specialty coffee franchise running cafes, a rewards program, and an online subscription bean store across multiple locations.
- Pre-Chatref, guests struggled to find loyalty rules, subscription help, and store information, slowing enrollment and frustrating the small support team.
- A Chatref chatbot trained on rewards terms, the menu, store locator data, and subscription FAQs now resolves 78% of inbound questions without a human.
- Loyalty signups climbed 67% after the chatbot started walking guests through tier benefits, point rules, and birthday rewards in plain language.
- Deployed on web and WhatsApp using Chatref's included multi-channel support, with pay-as-you-go pricing and no per-seat charges across the franchise.
The story
How it played out.
The challenge: rewards confusion was leaking signups
BeanScene's growth engine is its loyalty program. Guests earn points on cafe visits and online bean orders, unlock tier perks, and get a birthday reward. But the rules lived in a long FAQ page and a set of in-store posters. When a guest asked "do subscription orders earn points" or "how do I move up a tier", they usually gave up before finding the answer.
The small support team handled rewards, subscription, and store-hour questions over email and Instagram DMs. Response times ran half a day on weekends, and the marketing team watched loyalty enrollment plateau even as traffic grew. Adding headcount across a franchise model was not realistic, and the team wanted guests to get answers on their own channel of choice, including WhatsApp.
The solution: a Chatref chatbot trained on the real rules
BeanScene trained a Chatref chatbot on the full loyalty terms, the menu, bean origin notes, store locator data, and the subscription help articles. Because Chatref answers only from your own content, the bot finds the exact rule or location before answering. Custom instructions shape the voice to match BeanScene's warm, specialty-coffee tone.
The bot launched on the BeanScene website as a widget and on WhatsApp through Chatref's included multi-channel deployment. No plan upgrade was required to turn on WhatsApp, and every franchise operator got a seat at no extra cost because Chatref includes unlimited team seats. When a guest asks a question that needs human judgment – a store-specific complaint or a subscription refund – the chatbot hands off cleanly to the support inbox.
The results: more loyalty signups, fewer tickets
In the first 90 days after launch, BeanScene tracked three measurable changes:
- Loyalty enrollment up 67%. When the chatbot could explain tier benefits, point rules, and the birthday reward in one chat, guests signed up in the flow instead of bouncing from the FAQ page.
- 78% of questions resolved automatically. Store hours, subscription pause and resume, shipping timelines, and rewards lookups now resolve in seconds without a human, freeing the team for exception handling.
- $18k in monthly support savings. With routine questions automated, BeanScene runs the same support footprint across more stores and more subscribers, saving roughly $18k per month compared to hiring parity.
Why Chatref fit a multi-location franchise
BeanScene chose Chatref because the pricing and feature model fit a franchise operation:
- Pay-as-you-go, not per-seat. BeanScene tops up in USD and pays 1 to 5 coins per response based on length. There is no monthly subscription and no per-seat fee, so adding franchise operators never changes the bill.
- Unlimited chatbots. Marketing runs a loyalty-focused bot, the subscription team runs a fulfillment bot, and seasonal campaigns spin up their own bot for a month. Every bot has its own knowledge base.
- Every channel included. Website widget, WhatsApp, and human handoff are all included on every account with no tier to unlock. That let BeanScene meet guests where they already message.
Chatref let us explain our rewards program the way a real barista would, and our enrollment numbers followed.
Explore
More customer stories.
What does BeanScene do?
BeanScene is a specialty coffee franchise that runs cafes, a loyalty program, and an online bean store.
What problem did BeanScene solve with Chatref?
Pre-Chatref, guests struggled to find loyalty rules, subscription help, and store information, slowing enrollment and frustrating the small support team.
What results did BeanScene see?
BeanScene reached +67% loyalty enrollment lift, with 78% questions automated. Loyalty signups climbed 67% after the chatbot started walking guests through tier benefits, point rules, and birthday rewards in plain language.
How long did it take BeanScene to go live?
BeanScene launched quickly and started seeing results within the first weeks. Chatref trains on your existing content, so most teams go live in days, not months.
How much does Chatref cost?
Chatref is pay-as-you-go. You start with $50 of free credit, then pay only for what you use. There is no subscription, no per-seat fee, and every feature is included.
Can I get results like BeanScene?
Yes. Train a chatbot on your own docs, FAQs, and past tickets, deploy it on your website and other channels, and let it answer the routine questions. Start free with $50 of credit.
Turn your loyalty and FAQ content into a chatbot
Upload your rewards rules, menu, store data, and policies. Deploy on web and WhatsApp in minutes. $50 free credit on signup.
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