Paytronix Systems, Inc. announced FEEDback, a new module in Paytronix Order & Delivery designed to help store managers measure and mediate interactions with guests who place orders online. FEEDback helps store managers identify guests with unhappy online ordering experiences so that the store manager can intervene quickly and ensure that they order again.
With a U.S. online food delivery market valued at $17.5 billion in 2018 and expected to grow to more than $24 billion in 2023, brands are eager to incorporate the off-premise channel into their overall business. What’s more, brands that combine online ordering with a loyalty program see an 18 percent increase in online ordering. Paytronix Order & Delivery, which is fully integrated with the loyalty, CRM, and Stored Value components of the Paytronix Rewards platform, offers a particularly powerful solution to brands.
An easily activated component of the Paytronix Order & Delivery module, FEEDback automatically sends out a survey within two hours of the placement of a take-out or delivery order while the experience is still fresh in the customer’s mind. Guests are asked to rate their experience on a scale of one to five, and the results are immediately sent via email to a store manager who also can see the guest’s lifetime value. For guests who submit a low one or two-star rating, the manager can respond with one tap to send the unhappy guest one of several pre-written apology messages for cold food, bad food, or bad delivery with a coupon asking them for another chance. Or, they can send a fully customized message.
“With FEEDback, it takes seconds to reach out to and recover a disappointed customer who may not visit again,” says Tim Ridgely, head of Order & Delivery, Paytronix. “One manager recovered a customer who had a bad experience on their third order. After the FEEDback interaction, the customer has placed 18 additional orders, spending nearly $900 with that brand, and remains active today. The brand captured not just one additional order, but years of additional lifetime value. As we help restaurants recover thousands of guests, it has become clear that this guest engagement solution can benefit every restaurant we work with.”
Employing the latest cloud technology, Paytronix Order & Delivery enables rapid processing of digital orders. It has an easy-to-use guest ordering interface, digital ordering management tools, more than a dozen POS integrations, and the best loyalty integration on the market today. In addition, Paytronix has partnered with premier third-party aggregators to help enhance the online ordering experience.