Haidilao Optimized Customer Loyalty Communications
The restaurant chain utilized new software tools to personalize engagement for its 200 million loyalty members.
Updated on Sept. 24, 2026 in Dining Out
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In the last six months, Haidilao integrated Infobip solutions to modernize communications for its global customer base. The restaurant chain implemented an omnichannel strategy across its 1,000 locations to transition toward data-backed member engagement.
Why it matters
The shift toward automated, behavior-triggered messaging allows the brand to scale personalized hospitality across diverse international markets. By utilizing local communication platforms, the company aims to move away from reactive outreach.
Haidilao operates over 1,000 restaurants globally with a loyalty program spanning 200 million members. Recent implementations include integrating WhatsApp, LINE, and Zalo to facilitate localized member communication.
The players
Haidilao
This international restaurant chain is known for its hot pot dining experience and operates over 1,000 locations worldwide.
Infobip
This global cloud communications platform provides software solutions for customer engagement and omnichannel messaging.
The details
The restaurant group adopted Infobip AgentOS to automate interactions and centralized its member data to support personalized messaging. This strategy leverages regional platforms like LINE in Thailand, Taiwan, and Japan, as well as Zalo in Vietnam, to reach guests directly.
Timeline
Over the last six months, Haidilao saw significant increases in email engagement metrics.
Culture Shift
This move reflects a broader industry transition toward using automated, data-driven tools to manage massive loyalty ecosystems. It marks a departure from legacy, mass-market outreach in favor of personalized, platform-specific hospitality.
Loyalty members can expect more relevant and personalized communications tailored to their specific regional preferences and past interactions. This change may improve how guests receive reservation updates, promotional offers, and digital membership rewards.
The takeaway
Companies with massive, global customer bases are increasingly turning to regionalized communication platforms to drive engagement. Implementing automated, data-backed systems is now a standard requirement for maintaining loyalty in a high-volume retail environment.
Further reading
Learn more about the latest developments in the global hospitality sector by visiting our Dining Out section.
Source note: This article includes information reported by Frontier Enterprise.
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