The Benefits of Self-Service Technology

From restaurants to hotels, and casinos to college campuses, self-service ordering technology is on the rise. It offers foodservice operators a wide range of benefits, including labor optimization, increased operational efficiency, improved order accuracy, reduced food waste, and enhanced customer satisfaction, all of which contribute to increased profitability.

Types of Self-Service Applications
Self-service ordering technology can empower your customers with the ability to browse menus, customize an order, complete payment, and retrieve their order with minimal to no assistance from your staff. In foodservice operations, this technology can be presented to customers across multiple applications, including:

Consumer Preferences
Consumers have grown accustomed to contactless self-service technology. Whether it’s ordering and paying for takeout from a restaurant’s website or kiosk, or purchasing prepared food at a cashless grab-and-go outlet in a hotel, consumers are drawn to the convenience and efficiency of self-service. However, they do expect the technology to be user-friendly and consistent. Access to past orders, stored payment options, and gift & loyalty programs is a must along with the ability to modify their orders and quickly reorder favorites for pick-up or delivery.

Serve More With Less
Self-service ordering technology is a practical solution to many of the challenges faced by foodservice operators. It can help address staffing issues and increased labor costs by streamlining on- and off-premises orders, sending tickets directly to the kitchen, and better utilization of front-of-the-house staff. The technology puts the customer in control which can help reduce wait times without sacrificing their experience. In addition to a higher average check size, automating the order-taking process can result in more guests being served, often with fewer staff, while maintaining or improving service quality.

Improve Guest Satisfaction
Mistakes happen. However, self-service technology can increase order accuracy significantly. By removing the potential for human error by staff, the technology ensures every order is accurate before payment is taken and the order submitted for preparation. An intuitive and consistent ordering experience across all your digital channels is critical to maintain efficiency and high guest satisfaction.

Upsell More Effectively
One of the key advantages of self-service technology is its potential to boost your revenue through effective upselling and automatic cross-selling. Well-designed technology will never forget to promote your limited-time offer or a combo deal. A timely suggestion to add a premium beverage or complementary side dish can significantly increase the Average Order Value (AOV) and total revenues. Automating personalized recommendations using Artificial Intelligence (AI) can further enhance AOV and customer satisfaction.

Food for Thought
While some patrons enjoy discussing menu recommendations with a server or speaking with an employee, others prefer the convenience and efficiency of ordering for themselves. Self-service technology is an important tool to remain competitive and meet the demand from an increasingly digital-first consumer. Contactless technologies can deliver highly engaging and personalized self-service experiences that have been shown to reduce wait times and labor costs while improving order accuracy, customer satisfaction, and operational efficiency.

A user experience that is consistent across all channels will have a positive impact on brand sentiment and loyalty. Foodservice operators that leverage seamless integrations and intuitive user interfaces will have the foundation to surprise and delight customers with a frictionless self-serve ordering experience.

Tacit, a proven partner and provider of digital ordering solutions, has the knowledge and track record to support your self-service technology needs. Click here to start a conversation and learn more.

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