A chatbot is a service, powered by rules and sometimes artificial intelligence, that you interact with via a chat interface. They are often designed to simulate a human conversation (Chatbots Magazine).
The rapid growth in messaging apps and consumers take-up of these services, preferring to message rather than call, has led to the growth of the chatbot.
There are over a billion monthly users of Facebook Messenger and Gartner predicts that by 2020, 85 percent of enterprise-customer relationships will be managed without human interactions.
Offering customers an instant way to find out more information about your business through social, will become the norm. Plus, with staffing issues an ongoing problem for the hospitality industry, chatbot automated messaging could provide a win-win for both customer and restaurateur.
Brands such as Domino’s, PizzaExpress and Shakeshack are now using the technology to enhance customer experience and increase sales.
How will it benefit my restaurant?
For a relatively small investment, restaurants can automate some of their customer service function, by developing a set of frequently asked questions along with a sequence of relevant answers. Users can be guided through the enquiry like they are talking to a person and you use this interaction to guide people through to online bookings. There are several benefits:
Instant replies and better brand perception
Your customers expect an immediate response. Without one, you are in danger of losing customers to competitors who have their finger on the pulse, offering real-time assistance. Improving your customers experience will improve perception of your brand.
Reduce inbound enquiries both on and offline, allowing staff to spend time on other tasks, making your restaurant more efficient.
Immediately engaging allows you to capitalise on having their attention. Guide them towards learning more about your restaurant by including further options to see the menu or locations and use direct calls to action to suggest making a booking.
As part of your responses, you can build in options to highlight current offers, takeaway and delivery options and private hire or catering.
You can read more about the restaurant chatbot here.
We are starting to implement this cost-effective technology for our clients, to discuss how this could benefit your restaurant, just get in touch.