Improve CX & Loyalty in Multi-Unit Restaurant Groups by leveraging Messaging Apps

 

Problem

Word-of-mouth marketing and online customer advocacy have become essential drivers of growth in an ultra-competitive food service sector, but they are difficult to manage in multi-unit businesses.

How can you monitor customer experience (CX) to ensure standards are being maintained across your locations? How can you engage dissatisfied customers before they leave your restaurant and/or post negative reviews online. How can you encourage happy customers to advocate on your behalf?

 ServiceDock can help you with all of the above using the messaging apps consumers already have on their phones.

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Solution

ServiceDock is the first truly real-time customer feedback and service solution designed specifically for multi-unit businesses.

TacticalOur feedback bot delivers short conversational surveys via the messaging apps, which are easy to engage with in the restaurant. Your team receive notifications when there's a problem and can respond before the customer has even left the building.

Strategic - We then plot all the collected data in charts that help you uncover valuable customer insights, get feedback on your menus and understand which restaurant managers look after your customers best.

Capture More Feedback

Using messaging apps helps you capture up to 3X more in-restaurant feedback than web forms do because engagement is frictionless. 

Improve Online Reputation

Respond to negative feedback before customers share it with friends or online while prompting happy customers to post positive reviews.

Improve Customer Service

Enable restaurant staff to take bookings and answer queries via messaging, which has been shown to increase engagement with millennials who don't like to make voice calls.

Benchmark Locations

Benchmark restaurant performance with our location ranking tables. Create CX competition among unit/area managers who can see how they compare to peers.

Case Study on how Restaurant's can use feedback to improve CX
Customer Feedback via Messaging Apps.png

Benefits

Some of the Benefits of using ServiceDock to Manage your CX Programme

Improved Groupwide CX Culture

Role-based permissions mean the appropriate data is made available to the right staff to help build strong CX culture throughout the organisation.

More Actionable Customer Insights

Our dashboards & artificial intelligence surfaces insights to help you put the customer at the heart of your decision making.

Turn Detractors into Promoters

Real-time messaging means you can quickly close the feedback loop & address problems before they're posted online or shared with friends.

Customer Personalisation

Easily capture contact details from both in-house & "dark" delivery app customers, so you can personalise future interactions with them.

New Marketing Channels

Tools that capture email addresses & phone numbers help you grow your marketing lists while we also open Messenger as a promotional channel.

Increased Bookings & Footfall

Opening up Facebook Messenger as a booking channel can increase visibility & footfall, particularly among millennials.

Increased Customer Loyalty 

Outlet benchmarking & other features help improve CX across the group. Fewer bad experiences results in reduced customer churn.

Lower Employee Turnover

Fewer customer complaints & positive feedback make your restaurant a better place to work. Reducing employee turnover saves you money.

All-in-One Solution

Combining customer feedback & service in one platform is more efficient & keeps all your data in one place.

See What Our Customers Are Saying

Some of the food service businesses using ServiceDock 

"ServiceDock captures way more customer feedback than anything we’ve tried before. It makes following up with unhappy customers easy and it helps me identify which restaurant managers look after our customers best. It’s a great tool!"

George Bertram - Rocket Restaurants - ServiceDock Testimonial

GEORGE BERTRAM

Commercial Director, Rocket Restaurants

ServiceDock Delivers Strong ROI

Ultimately we help you improve your understanding of customers and build rapport with them via messaging, while also building your mailing list. Book a demo today to see for yourself how ServiceDock can improve customer satisfaction and loyalty while attracting more customers to your restaurants.

Ready to hear from your customers? Book a ServiceDock demo.