Improve CX & Loyalty in Restaurant Groups, Coffee Chains & Franchises by leveraging Messaging Apps

 

Problem

The food service industry is ultra-competitive today. Oversupply and private equity backed chains are making it diffucult in sectors like fast food, casual dining and coffee shops. Attracting and retaining customers is now more important than ever.

The good news is the keys to success have remained constant... strong locations and great customer experience (CX). But how do you know your CX standards are being maintained across your locations? You need to hear the voice of customers (VOC) in your restaurants.

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Solution

ServiceDock is helping innovative restaurant groups and franchise networks improve CX and customer loyalty by leveraging the messaging apps consumers use every day. Our platform is designed to cater for the specific needs of a multi-location setup and we help you improve CX by enabling you to:

Capture More Feedback

Capture more location-specific feedback via the messaging apps consumers love using. They work particularly well in physical locations. 

Benchmark Locations

Benchmark outlet performance in real-time using our intuitive dashboard. Unit managers can log in & see how they compare to the group benchmark.

Improve Digital Customer Service

Answer customer queries, take orders and confirm bookings via messaging. Each location has it's own dashboard while head office can see everything.  

Identify Customers and Personalise Interactions 

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

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ServiceDock - capture feedback and emails in restaurants using Messenger

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.

Build Customer Advocacy

Generate referrals by following up with customers after they visit or use our request a review feature to improve online ratings.

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 saves you money & 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.