The industry of Delivery has experienced exponential growth in recent years, driven by the rise of applications such as Uber Eats and Rappi. These platforms have set new consumer expectations for customer support. After interviewing dozens of users, we have identified that, although they are aware of possible delays or inconveniences, the efficiency and speed of the support they receive through these apps compensates for any setbacks, encouraging their loyalty. In contrast, businesses' own channels tend to offer more personalized but less agile service, which can result in a less satisfying customer experience.
Faced with this scenario, it is crucial that restaurants adopt strategies that allow them to offer a customer support service that not only meets, but exceeds the expectations generated by delivery applications. Below, we present three effective strategies to improve customer service in your restaurant and provide an experience at the level of large delivery platforms.
1) Implementing Chat Instead of Calls
Direct contact with the customer through telephone calls, although it may seem more personal, is often uncomfortable for the consumer, who prefers to avoid verbal confrontations. The solution to this is the implementation of a system of Real-time chat, which allows for quick and effective communication without the need for direct verbal interaction.
An immediate support chat can be attended by both trained staff and Chatbots, which, through pre-programmed answers, can efficiently resolve common questions or problems. This system not only streamlines communication, but it also provides the customer with a sense of instant attention, increasing customer satisfaction.
2) Fast Refunds and Without Interrogations
A dissatisfied and hungry customer seeks solutions, not interrogations. Therefore, it is essential to have an agile reimbursement process that does not require a series of questions that could increase customer frustration. A chat with a bot that makes it easy to request and immediately process refunds, whether in the form of money or credit, can be an effective solution.
Automating this process allows the customer to receive compensation almost instantly, helping to mitigate their dissatisfaction. Investigations to determine the causes of problems must be carried out internally and without involving the customer, always after having addressed their immediate need.
3) Generalization Instead of Individualization
It's common for restaurants to ask the customer to wait while checking the order status with the delivery provider, which can lead to long wait times and negatively affect the customer experience. Instead of addressing each case individually, it's more efficient to analyze incidents collectively, at the end of the week or month.
Use the Date to identify patterns and areas for improvement allows for a more strategic and less reactionary approach. It is recommended to maintain a budget of 5% of monthly sales for incident management, with the objective of offering quick and effective solutions, and over time, working to reduce this percentage.
In conclusion, adaptation to new customer support expectations is not only possible, but necessary for the survival and growth of businesses in the restaurant sector. Implementing these strategies will not only improve the customer experience, but it will also contribute to the loyalty and long-term success of your restaurant.
