Leveraging Tech to Improve Customer Experience

Dec 02, 2019


We all know a warm smile and courtesy go a long way in the hospitality industry. There’s no underestimating the power of person-centric service. But in today’s day and age, customer service is so much more than training your staff best practices. In the restaurant space, guest satisfaction is dependent on a multitude of things, from the speed of service to quality and taste of food. 

You can have the friendliest and most skilled staff on hand, but if the systems you have in place aren’t up to date with consumer expectations and preferences, you won’t score high on the customer satisfaction scale. Luckily, technology for the restaurant industry exists to help operators increase efficiency and visibility. Let’s look at how modern restaurant tech can assist you with elevating the customer experience.

Mobile-ordering and delivery: Convenience is at their fingertips, literally, when people are able to order food online. You can build an app like Dominos or Burger King, and if that’s not in your budget, you can sign up for third-party delivery services like UberEats, DoorDash, and GrubHub. Make sure to have an area in your restaurant that indicates where to pick up phone and mobile orders, too.

Kiosks: Self-ordering in-storae via kiosks can significantly speed up the ordering process. According to recent research from Tillster, more than 65% of customers said they would visit a restaurant more often if self-service kiosks were available. The benefits not only include shorter wait times but heightened order accuracy, reduced labor costs, more upselling opportunity and of course, improvement of the guest experience. Moe’s Southwest Grill is planning to open all-digital, kiosk only locations in Pittsburgh and Charlottesville, Virginia. Denver restaurant chain, Birdcall, exclusively uses kiosks for ordering at their locations. If kiosks don’t fit your budget, you can offer tablets for table-side ordering—guests will still enjoy a self-service experience.

Loyalty Programs: Sure, punch cards are still around, offering things like one free drink on your 10th purchase. But in 2019 it’s time to time to turn to technology to elevate your loyalty programs and get more people engaged with a great loyalty program to boost customer retention and guest satisfaction. Companies like Upserve, CandyBar and Fivestars offer automated loyalty programs that either connect to a customer’s credit card or phone number, helping to create a more seamless process in rewarding your loyal guests.

Technology will always have a hard time competing with great human customer-service, but when used strategically in conjunction with a well-trained staff, it can greatly enhance your guests’ experience.