Technology in Restaurants
People spend a lot of time on their smartphones, a good deal of which involves interacting with others directly through messaging apps or indirectly through social media posts. In the past, it has been difficult for restaurateurs to reach customers through the same channels they use to interact with their friends and family, but today, technology is making it easier for operators to get in on the conversation. Below we'll go over some of the technology changing the foodservice industry.
Chatbots
A chatbot is a computer program that uses basic artificial intelligence to hold simple conversations. Businesses are taking advantage of chatbot technology to improve customer service and receive feedback from customers. Chatbots are a great way to save money on operational costs while also taking customer's orders, reserving tables, and offering deals to users. Customers can also use this technology to monitor the progress of their order at your restaurant. Chatbots are a preferred method of checking order statuses among 71 percent of people.1
Chatbots provide an alternative to traditional smartphone apps, which many people are leery to download for services they'll likely only use occasionally. This technology can also help reduce human error since patrons can confirm their order is correct on their screen before placing it. A restaurant owner can put a chatbot to work in several other ways, as guests can interact with a chatbot to get a store's business hours, peruse the menu, or make reservations.
Benefits of Using Chatbots
- Reduced operational costs
- Decreased human error during ordering
- 24/7 customer service
- Quick and easy customer feedback
QR Codes
QR codes are a convenient way for your customers to view your menu, order, and pay all from their phones. Many restaurateurs use QR codes in place of traditional paper menus because it's more sustainable and saves money on printing costs. Operators can update offerings on their website without having to print dozens of menus. QR codes are also a great way to reduce contact between staff and other customers, which can help prevent the spread of illnesses.2
Benefits of Utilizing QR Codes
- Reduced printing costs
- More hygienic than paper menus
- Environmentally friendly
Place QR codes on table tops so patrons can easily access your menu from their mobile devices.
Kiosks
Self-service kiosks let the customer order and pay without having to place their order with an employee. While kiosks may be pricey up front, 79 percent of customers believe it makes their ordering experience more convenient.3 Although kiosks are a preferred method of ordering among younger patrons, these devices don't make sense for every operator. For instance, if you operate a fine dining restaurant with full table service, this investment might not be for you, while operators of a quick-service joint may find this to be imperative to their business. It's important to consider your customer base when investing in a kiosk.
Benefits of Employing Kiosks
- Less front-of-house employees required
- Popular ordering method among younger consumers
- Entire ordering process can be completed at the kiosk
Apps
Having an app is a great way to promote deals to your customers. In fact, 70 percent of people say they're more likely to visit a restaurant if it offers digital coupons.4 Restaurant apps are popular among patrons for receiving deals and discounts and for the convenience of placing mobile orders, which often results in an increase of customer loyalty.
Apps are an approachable way for guests to leave direct feedback on your restaurant; having positive ratings lets potential customers see your business is worth checking out. Restaurant apps are popular among younger generations, with 98 percent of Millennial and Generation-Z customers likely to order and pay from their mobile devices more than once.5 Users are also more likely to spend more when ordering from an app. Approximately 20 percent of people say they spend more mobile ordering than in person 6, so if you're looking to increase digital sales, utilizing an app could be right for you.
Benefits of Implementing an App
- Increased brand loyalty
- Receive direct feedback from guests
- Market your business better to younger demographics
- Improved customer experience
- Higher digital sales revenue
References
- How Restaurants Can Effectively Use Chatbots? Tidio. Accessed July 2022.
- 12 great reasons to use a QR code menu in a restaurant. Flipdish. Accessed July 2022.
- Should You Offer Touchscreen Ordering? 9 Questions…Answered. Buzztime Business. Accessed July 2022.
- Navigating Unprecedented Times: 5 Ways to Boost Your Restaurant's Mobile App. QSR. Accessed July 2022.
- 14 Reasons Why Your Restaurant Needs a Useful Mobile App. Buildfire. Accessed July 2022.
- Why Restaurants Need a Mobile App. Alpha Bravo Development. Accessed July 2022.
