Brands are now able to understand their customers’ behavior and need better, thanks to modern technology tools. AI and Big Data, mobile and wearable technologies, IoT platforms, and analytics are technologies that have enhanced the customer experience and undoubtedly changed the way businesses deal with customers.
In the digital environment today, chatbots and virtual assistants are causing a stir. From the retail sector to healthcare to eCommerce and restaurants, chatbots are making their way. The only constant thing in the restaurant realm is change, and yes, technology has changed it a lot in the past few years.
A fad may pass, but a seismic shift is more likely to last. Surely, AI chatbots are a part of this latter category. These systems are intended to support customer service workflows and automation processes. Chatbots are the latest marketing trend, so you must know them if you haven’t lived under a rock.
Significantly, in the restaurant industry, chatbots are streamlining a plethora of tasks. Many restaurants and even food delivery companies use chatbots for customer service, information sharing among team members, and sales-related tasks. Yes, bots will be around for the foreseeable future.
Today, we’ll be discussing chatbots and their growing importance in the restaurant industry. Next, we’ll examine how restaurants can use bots to improve customer service and automate repetitive tasks. Before moving further, let’s have a look at recent chatbot statistics.
Chatbot: Fascinating Statistics
Source: Digital Marketing Community
Digitalization swept across industries, departments, and organizations in 2020 because of the pandemic. The automation of conversation has become a self-sustaining phenomenon. As a result, the industry of chatbots is booming.
Therefore, we examined the latest market trends and stats to deliver a holistic view of the chatbot market in 2021. Let’s get started!
According to Gartner, “In the coming years, more and more brands will be willing to invest in Artificial Intelligence (AI), and they have also predicted that chatbots and virtual assistants will be used by 47% of companies for customer service.
Before the invention of chatbots, businesses communicated with customers through social media or emails, but now AI has revamped it, allowing brands to have an instant conversation with customers anywhere, anytime. Additionally, companies can save a huge chunk of money by investing in chatbots as they don’t ask for salary and don’t get tired more often.
Chatbots have evolved beyond simple user-based queries and will use more advanced and real-time analytics.
Key Chatbot Statistics
Check out the research-based statistics so that you will realize that having a chatbot for restaurant business or other businesses will offer you some tremendous benefits. Dive into the below-mentioned statistics.
- Business Insider projected that the chatbot market size would soon cross the $9 billion mark, increasing with a CAGR of 29%.
- According to Outgrow, an average of 81% of enterprises are thinking of implementing chatbots in their operations.
- Facebook Messenger bots are the most popular one as more than 300,000 enterprises are using them.
- Retail, healthcare, travel, restaurant, and eCommerce are the most popular industries that benefit from chatbots.
- Research performed by Invespcro revealed that any business could save 30% of customer support costs by leveraging chatbots.
A plethora of tasks can be automated by businesses and consumers using chatbots. Automating will gain traction as technology advances, especially in dealing with chatbots. Your customer experience will be significantly improved if you understand your business’s needs and implement bots correctly.
This was the general overview of chatbots and their statistics. Now let’s focus on how a chatbot leaves a remarkable impact on the restaurant industry and allows managers to fill the vacant tables quickly. Let’s get started.
What Chatbots Offers to Restaurants
The restaurant sector is a perfect fit for chatbots. They find that restaurant chatbots provide numerous benefits and encourage their business owners to implement them. A recent study estimates that some of the popular messaging apps will surpass 1000+ million monthly active users by 2021. Chatbots appear to have captured the attention of all big restaurants and food delivery apps.
In essence, it’s a messaging app that helps customers have a fantastic ordering experience, helps to increase business opportunities, interacts with customers, and retains them.
Chatbots in the restaurant industry are new in customer service that are rapidly becoming indispensable for restaurant brands. These bots are not only assisting diners but also understand customer’s needs and guide them accordingly. Therefore, leveraging bots into a delivery platform offers a myriad of benefits because it’s convenient and fast for customers to ask a bot a simple question about direction, menu, or what are the opening and closing timings.
Today, chat is the most preferred way for people to communicate with each other, so it is the best opportunity for restaurants to ensure their availability round the clock on chats. Below are some key points that explain how chatbots help the restaurant industry to succeed.
- Chat is the most preferred form of online communication
- Chatbots respond quickly
- Chatbot automates normal questions and hands over complex issues to managers
- Saves operational cost
- Chatbots can gain insights and collect customer’s data
- Conversational chatbot boost marketing and sales
- Assist customers without getting frustrated
Hence, the restaurant industry should capitalize on conversational chatbots not only for quick and smooth customer support but also makes the online ordering process smooth and enhances customer service. Restaurants should incorporate chatbots on websites, applications, and social media platforms to generate new business opportunities.
Unavailing the New Trend in the Restaurant- Chatbots
The restaurant is the most competitive industry, and it has become challenging for restaurant managers to entice diners and capture attention. And why not because customers have lots of choices when it comes to choosing the best as more than 10,000 new restaurants open annually in the USA and competition is getting fierce.
Being a restaurant owner, you have to implement all the possible tricks and techniques that help you get more and more diners and online orders. Indeed, cashing in on the evolving restaurant industry seems difficult, but you have to keep pace with ongoing trends to survive.
However, one tool that helps you streamline customer-related operations while saving huge bucks, a restaurant chatbot—wondering what chatbots can do for your restaurant? Please have patience; we will explain the usefulness of chatbots in the restaurant business.
Bots Are Where the Customers Are
Spending huge bucks of your budget on different marketing channels isn’t necessary. Your marketing drive becomes more organized when you use chatbots. There is no requirement to spend thousands on developing mobile apps and then paying to have them promoted to customers and made available in app stores. Social messaging apps are already equipped with chatbots.
Moreover, you can install chatbots within your existing restaurant website and mobile apps. From taking online orders to assisting customers in sending menus and asking for delivery options, chatbots can efficiently automate several manual tasks.
Assist Customers Without Getting Frustrated
No matter how trained your customer support team is, they need to sleep. It’s not affordable for most restaurants to have live chat support available 24/7. However, a Facebook chatbot can be accessed 24/7 and resolves customer’s questions.
Bots shouldn’t replace human agents but answering FAQs is one of their best uses, however. It is believed that a well-developed chatbot can handle 80% of regular queries.
For instance, a diner has a question about your restaurant website, and there’s no live agent available to chat. In this case, they may choose other restaurants, but a chatbot that can answer your customer’s questions can prevent that diner from going somewhere else.
The prime motive behind integrating chatbots within your restaurant operation is to free up managers and let them focus on other complex restaurant issues. Some restaurant chatbots are developed using machine learning capabilities. These chatbots can answer the most common questions and make automated decisions based on customer’s questions.
Use your restaurant chatbot to answer some common FAQs such as:
- Restaurant opening time
- Location of your restaurant
- How to place online orders or make a reservation
Take the example of Sencha Sushi and Grill. Its Facebook Messenger chatbot gives you an extensive range of questions to ask, replies instantly, and also sends you promotional offers.
Reach New Diners by Promoting Deals and Offers
Today, it is cumbersome to get new customers. Restaurant chatbots can access your email list and encourage your current customers with new deals and offerings. It would also generate a lot of repeat business using your social media accounts and even your website.
With automatic deals and offers, restaurants can identify and entice frequent customers through the use of chatbots. Due to machine learning, it can send notifications via email or SMS.
Case Study: Domino’s Chatbot
If a pizza company with 400 million dollars in revenue and 1.3 billion in assets does not look at the competition for business tips, how is it supposed to learn from them? Yes.
Domino’s realized the best way to beat the competition was to use the channel people already use: instant messages. 89% of the global population has access to messaging platforms, such as WhatsApp, which is used on average 23 times a day on average because these messaging apps are low-friction channels to communicate with customers.
With the help of chatbot technology, Domino’s expanded its pizza ordering service to voice services such as Amazon Echo, allowing customers to order pizza right from their phones.
It turned out that this information allowed the chatbot to “know” the customer’s preferences and details before he or she requested anything, saving the customer the hassle of asking for things like a home address or payment information. A customer can also order their favorite pizza by simply sending the chatbot a pizza emoji to save it in their profile.
Spot the Best Business Opportunities for Your Restaurant
Chatbots have become a mainstream need of the hour and cover a huge spectrum of industries. Moving further, automation in restaurants will make its roots stronger and overcome all the challenges right now food business owners are facing. In a nutshell, the usage of chatbots in the restaurant industry is still fancy but the evolution will benefit both restaurants and their customers.