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Customer Experience

Why your restaurant should use a webchat tool

From online ordering to social media, restaurants today have a wealth of communication channels available. However, webchat is one valuable tool that can make a significant impact but is often overlooked. Integrating webchat into your online communication strategy means you can provide better customer service, increase efficiency, and ultimately drive more revenue. 

The benefits of webchat for your restaurant

Improved customer service and response time 

One of the most significant benefits of webchat is that it allows customers to connect with you in real time, enabling prompt assistance and quicker resolution of any issues, which helps you deliver better customer service. With webchat, customers do not have to wait on hold, navigate through a complicated phone tree, or wait for an email response, leading to an overall more satisfying experience.

Increased customer satisfaction 

Using webchat to communicate with your customers can create a more seamless and convenient experience. Webchat provides customers with quick responses, personalised interactions, and effective problem-solving so they will be more satisfied with their experience with you, which can help build customer loyalty and encourage repeat business and positive word-of-mouth recommendations.

Better handling of customer complaints and issues 

No matter how well you run your restaurant, there will be times when a customer is dissatisfied. With webchat, you can quickly address customer complaints and issues and work to resolve them in real-time. By responding promptly and professionally to customer concerns, you can turn a negative experience into a positive one and create loyal customers.

Increased efficiency and cost savings 

By automating certain aspects of the chat experience, such as using chatbots to answer frequently asked questions or take orders, you can reduce your staff’s workload and free up their time to focus on more critical tasks, which can lead to increased efficiency and cost savings.

Improved sales and revenue 

Webchat can help you capture potential sales that may have been lost through traditional communication channels. For example, if a customer is browsing your online menu and has a question about an item, they may be more likely to place an order if they can get an immediate answer through webchat. By increasing the convenience and accessibility of your restaurant’s customer service, you can drive more sales and revenue.

How to implement webchat in your restaurant

Implementing webchat in your restaurant may seem daunting, but the right approach can make it relatively straightforward. Here are some key steps to help you get started:

Choosing a webchat platform 

While there are many different webchat platforms available, each with its own features and pricing options, you should choose one that suits your specific needs and consider factors such as ease of use, customer support, and integration with other communication channels. For more information, click here to read our article on the three must-have features of webchat tools.

Train your team

Once chosen and installed, you should provide your team with training on how to respond to customer queries and complaints and how to use any automated response or chatbot features you may have set up. It’s also important to establish strict guidelines on the tone and style of your webchat conversations, to ensure your team represents your brand consistently across all communication channels.

Integration with other communication channels 

Integrate your webchat tool with any other communication channels you use to maximise benefits and make it easier for customers to connect with you and help streamline your communication efforts. For example, if you use social media to engage with customers, consider adding a webchat button to your Facebook or Instagram pages.

Set up automated responses and chatbots 

Automated responses and chatbots can handle frequently asked questions or take orders which increases efficiency because it reduces the time your team spends on routine tasks and allows them to focus on more critical tasks, such as handling customer complaints and issues.

Best practices for using webchat

Whether you’re a small family-run restaurant or a large chain, webchat can help you provide exceptional customer service and stay ahead of the competition. However, it’s important to follow best practices to ensure that you’re making the most out of this tool.

Respond promptly and professionally

One of the primary advantages of webchat is that it allows for real-time communication with customers. Responding promptly and professionally to all customer queries and complaints helps you make the most of this advantage. Your main aim should be to respond to all webchat messages within a few minutes and ensure that all responses are courteous, helpful, and on-brand.

Be personal and friendly in your interactions

Webchat provides an opportunity to personalise your customer interactions, which can help build stronger relationships and drive repeat business. When interacting with customers via webchat, aim to be friendly, approachable, and personable, using their name, if possible, and strive to create a positive, memorable experience.

Use webchat to upsell and promote

Webchat can also be an effective tool for upselling and promoting your restaurant, such as recommending additional menu items or promoting special deals and offers. However, it’s important not to be too pushy because this can backfire and lead to a negative customer experience.

Keep a record of all interactions

You must keep a record of all webchat interactions to help you streamline communication efforts, track customer queries and complaints, identify patterns, and ensure you’re providing a high level of customer service across all communication channels. You can use a customer relationship management (CRM) system or, ideally, choose a webchat platform that provides a history of all interactions.

Key takeaway

If you want your restaurant to stay ahead of the curve, you should embrace new technologies. Incorporating webchat into your communication strategy can provide a more streamlined and personalised customer experience, boost efficiency and drive revenue.

Using webchat to connect with your customers in real-time, you can personalise interactions, handle complaints and issues more effectively, and ultimately create a more positive and memorable customer experience.

However, when using webchat, there are several best practices to bear in mind, including responding promptly and professionally, being personal and friendly in your interactions, using webchat to upsell and promote, and keeping a record of all interactions.

So, if you want to take your restaurant’s customer service to the next level, you should investigate webchat tools. With the right approach and a commitment to best practices, you can transform customer interactions and build a loyal, engaged customer base for years to come.

About Magic

Magic helps local businesses grow. Thousands of local businesses use Magic to get more online reviews, win new customers, easily manage customer conversations and grow sales. Magic offers these features:

  • Reviews: Get more reviews with easy review requests for popular review sites like Google, Facebook, Yelp, TrustPilot, and more. Rank high on local search and enhance your visibility on Google. 
  • Inbox: Keep track of customer conversations across channels in one inbox, including SMS, Facebook, Instagram, and Gmail. Manage conversations better as a team and do more with industry specific templates. 
  • Text Marketing: Drive more sales with instant text campaigns and reach your customers at the right moment with automation. Use prebuilt templates to send out text campaigns in minutes. 
  • Webchat: Turn website visitors into customers with SMS powered Webchat. Chat to website visitors directly through SMS so you won’t miss a lead, even when they leave your website. 

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