Chatbots are becoming an increasingly vital part of customer service that handling routine interactions and common questions, freeing up staff for other tasks or to deal with more complicated issues. These bots are especially important in customer interactions via text, a medium that customers increasingly favor for its convenience, speed, and lack of need to wait on hold. It’s only logical that more and more restaurants are using chat it’s to answer questions, set reservations and take food orders. Although this trend started with delivery and takeout restaurants, it has potentially major implications for the industry as a whole.
- According to the Gartner Group, by 2020, 85% of business-to-customer relationships will be managed without direct human interaction.
- Chatbots are playing a very important role across many industries, in part, because they offer less intrusive opportunities to engage with customers.
- One example of using chatbots in a meaningful manner is Domino’s now accepts delivery orders via Facebook Messenger with a simple emoji.
“Given that customer retention and loyalty is at the core of any service-based business, it is paramount for restaurants to fulfill and exceed expectations when it comes to guest service. Everything from running marketing campaigns, their website to online and offline services is a means to attaining the very goal of impeccable service.”