Bakers Journal

FEEDback system from Paytronix helps create return customers

November 5, 2019
By Bakers Journal

New payment and loyalty system helps bakeries, restaurants and online pastry brands identify guests with unhappy online ordering experiences to intervene quickly and ensure that customers order again.

Logo courtesy of Paytronix

Paytronix Systems, Inc., the guest experience platform, announced FEEDbackSM, a new module in online ordering, 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 an online food delivery market valued at US$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 per cent increase in online ordering. Paytronix Order & Delivery, which is fully integrated with the loyalty, CRM, and Stored Value components of their rewards platform, offers a particularly powerful solution to brands.

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 and recover a disappointed customer who may not visit again,” said Tim Ridgely, head of Order & Delivery, Paytronix in a press release. “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 cloud technology, Paytronix Order & Delivery enables rapid processing of digital orders. It features a guest ordering interface, digital ordering management tools, more than a dozen POS integrations, and a best loyalty integration program. In addition, Paytronix has partnered with premier third-party aggregators to help enhance the online ordering experience.

Bakeries, restaurants and online pastry brands can learn more about Paytronix Order & Delivery and schedule a personalized demo here .


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