Are you someone who relishes the experience of dining out with friends and family at your favourite restaurant or cafe? Then Read on...
Living in a tech-dominated era, the restaurant and cafe industry has enthusiastically embraced digital ordering systems, especially scan-based solutions, to meet the rising demand for contact-free dining experiences. However, the reality falls short of expectations, with various challenges causing these systems to lose favour among both customers and staff.
Seven reasons why scan-based ordering fails!
1. Technical Issues - the Achilles Heel of Digital ordering:
Scan-based and digital ordering systems heavily rely on a stable internet connection and a robust system for proper functioning. Technical glitches such as internet interruptions, system crashes, unreliable hardware, software bugs, and limited tech support can lead to delays and inconvenience for customers.
2. User Experience Woes:
From confusing QR scans to time-consuming menu navigation, the user experience often leaves customers more frustrated than satisfied. Additionally, when customers use their personal phones as the interface, menu readability, usability, and functionality become critical, and most applications in the market fail to address these issues adequately.
3. Human Interaction Vacuum:
Scan-based systems eliminate meaningful interactions, leaving customers devoid of the personal touch they crave. The removal of human interaction is not adequately replaced with a superior or equivalent experience.
4. Accessibility challenges:
Digital implementations are often viewed as exclusive tech, causing older customers and tech novices to struggle, widening the accessibility gap.
5. Cost considerations:
Beyond the convenience comes a price tag – Hardware, software, and upkeep costs make Scan-Based systems a considerable investment.
6. Payment integration hurdles:
Payments become a missing link with many digital dine-in systems, forcing customers into a cumbersome switch between digital and physical payment steps.
7. Staff Training and Trust: Navigating the Unknown:
First-time users of digital ordering systems may need assistance from service staff. Staff unpreparedness (inadequate training) and scepticism (concerning job security or clarity on tips/service charge modes) hinder the seamless adoption of these digital systems.
The Potential of a Well-Executed Digital Experience
A well-implemented and managed digital experience can be a perpetual flywheel that generates tremendous analytical data, enabling restaurant and cafe owners to make intelligent decisions. The benefits of a successful implementation include:
- Enhanced Customer engagement
- Direct measurement of customer experience
- Real-time cross-selling opportunities
- Meaningful customer loyalty programs and targeted promotions
- Personalised and effective navigational experiences for individual customers
- Gains in operational efficiency and costs by drastically improving the accuracy and speed of the order fulfilment workflow
- Swift and easy menu updates
- Reduced dependency on human resources
Conclusion
Investing in a robust digital ordering experience is not just a passing trend; it's a strategic move for restaurant and cafe owners. By addressing the challenges faced by both customers and employees, businesses can build trust, foster adoption, and create exceptional experiences that propel them into a tech-forward future!