August 29, 2015

In a fast-paced and advert filled world of today, only businesses which sort of understand the need to make the most of interactive communication technologies can place themselves wisely in the sight of their target consumers. Enhanced customer experience is the core focus of most restaurants, following which majority of them have made a considerable shift towards cloud communications.

In relevance to the food and beverage industry, the sector is very competitive with restaurants, hotels, pubs, stays, cafes and outlets leveraging cloud communications to stay brisk and drive the overall sales and productivity. It’s an undying task for restaurants to manage innumerable calls per day, failing to which there will be a drastic drop in their sales system. As a matter of fact, many have increased their revenue upto 10% by enhancing customer experiences via support IVR and cloud-based solutions.

Speaking of small or medium scale food chains, they contribute up to 85% of the market’s revenue, but the struggle and challenges faced are twice as much (unlike their established counterparts). Multi outlet brands like Fasoos are using cloud-based communications system to go cost-effective, ensure remarkable customer service and avoid missed calls. In situations where the outlet lines are engaged, customer calls will be automatically routed to the brand’s centralized call center to place orders. This system is a convenient method to maintain uniform customer experiences.

Virtual numbers are in the grab for most offline campaigns to procreate fresh customer database – they have the facility to track potential leads and convert them into regular customers by offering incentives (best deals or offers). The concept of support IVR in offline campaigns have resulted in a significant increase of ROI. Satisfactory, isn’t it? But that’s not it! Restaurants make the most of IVR solutions as a source to convert their existing customer data base to a digital form to extract analytics – on how often the existing customers make a comeback and how to improve the rate of repeat for such customers.

Players like Foodpanda, TinyOwl, Swiggy and many others focus on establishing a single platform to streamline calls (inbound and outbound) via single virtual number, centralized call center, website, etc. On the contrary, players like Limetray and Done process their marketing strategies differently – they believe that every individual outlet is a brand, and requires a different virtual number and support IVR; they educate restaurants on the importance of cloud communications, its growth in the digital sector and how to leverage this solution in the best interest of F&B industry.


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