Fast-casual and take-out restaurants depend on customer service to encourage returning customers and build brand loyalty to maintain their small profit margins. While customers expect exceptional customer service and will quickly abandon a restaurant when their expectations are not met, restaurateurs are struggling with the challenges of training employees, growing labor shortages, and an increase in take-out orders due to the pandemic. As part of the uptick in take-out orders, restaurants are facing new challenges with phone ordering.
Phone orders are a huge source of revenue for fast-casual restaurants, with PYMNTS.com estimating that 67% of orders for them are placed over the phone or online, generating 75% of sales. With phone orders representing such a large portion of revenue for restaurants offering take-out, restaurant owners can scarcely afford to leave this important channel, even with employees who are undertrained, overstressed, and understaffed.
Voice AI-powered phone ordering systems can help overcome the many challenges associated with providing consistent and first-rate customer service. When the voice interface is friendly and conversational and customers can get their orders taken quickly and accurately, customers will appreciate the convenience. Already, many quick-service restaurants (QSRs) have experienced success with voice-enabled drive-thrus and kiosks, and the trend is quickly moving to the fast-casual industry.
Here are 5 ways voice AI-powered phone ordering is revolutionizing fast-casual restaurants:
- Calls are answered promptly and personally
- Orders are recorded accurately
- Customers interact with a conversational voice assistant
- Restaurants experience operational efficiencies
- Simple and easy setup of phone ordering systems
Every call is answered promptly and personally
With a voice-enabled phone ordering system, restaurateurs never have to worry about a call being missed or answered late because employees are busy serving in-store customers. Every call is answered with speed and precision, so fast-casual restaurants never miss out on an order, and customers have a superior experience without frustration.
Voice-powered phone ordering systems can also personalize phone calls to make customers feel heard, have quicker service, and reduce the need to repeat information. By recognizing the phone number of returning customers or creating a profile for loyal ones, a voice assistant can greet customers by their name, save their dietary preferences, and store frequently ordered meals.