With a smartphone in their hands, consumers expect access to your restaurant anywhere and at any time. And the pressure to always be available is only going to get more intense. A restaurant call center can help operators meet those expectations at a lower cost and while delivering a higher level of service.
One of the toughest challenges to meet is the desire for Millennials to use all the contact center channels available seamlessly. They live in a multi-channel world. That means they want to shift from the phone to chat to SMS text without missing a beat. That’s hard to do if the phone is answered at the location, but the digital contacts are managed at headquarters. Customers, especially Millenials, see all interactions as part of the same relationship, regardless of the channel.
To capture the share of stomach for the connected generation, make take-out and delivery orders as seamless as dining in. According to Technomic’s Generational report, millennials dine-in only 42% of the time. Otherwise, 40% of restaurant visits are for take-out, and 19% are for delivery.
Offering an easy-to-use take-out program with options such as online ordering and mobile ordering in addition to phone ordering can help you grab your share of this revenue stream.
Customer Service Tech Trends
Technology is rapidly changing consumers’ expectations for services. An outsourced call center can help your operation keep pace with less investment.
Chatbots: If a customer has a question about the menu, they don’t want to search your site for the answer. People want to ask questions as if they’re talking to a friend. A restaurant call center can staff your site with well-trained virtual agents that will guide customers on their journey. The chatbot can also help gather data on your customers’ likes and dislikes to shape service and product development.
Messenger Apps: Meet your customers where they are: on their phones. Your customers will expect to reach you through popular messenger apps such as Facebook Messenger, WhatsApp, Kik and WeChat. Virtual agents can offer answer questions and even take orders and allow users to check order status.
Personalization: If you’re going to collect personal data, customers expect you to use it for their benefit, not just yours. Use the customer’s name in interactions, and be able to provide past orders, keep track of preferences, and remember their phone number if they’ve entered it previously. Know which channels they prefer to use.
Restaurant Call Center: Working with an experienced customer-service outsourcing partner, you can develop a first-class customer service experience for less cost than doing it yourself. TSD Global’s Off-Premise Restaurant Division delivers an on-brand service experience across multiple channels, including phone, email, chat, SMS text and social media. We develop integrations with your POS and KDS technology to seamlessly deliver orders and customer information to your locations.
Making takeout easier is perfect for those consumers who say they don’t have time to cook but don’t want to eat in a restaurant either. Food quality is only part of the equation. Efficiency, convenience, and quality service play a huge role in providing the kind of experience that creates brand loyalty. When people are in a rush to grab a bite for lunch between meetings, or scrambling to get the kids to soccer practice, they’re most likely to order from a restaurant that provides the food they want, through their chosen channel, when they want it.
For more information about launching your restaurant call center, contact me today at Nick.Tubis@tsdglobal.com