Customer Communications Settings per Location

Owned by Nikola Keravica
Last updated: Jun 14, 2023
2 min read

Properly configuring your customer communication settings is essential to ensure effective communication without overwhelming your customers. We recommend following the basic setup we've outlined in this article to provide a positive customer experience. If you have any questions or need further assistance, please reach out to us on Slack or via email.

There are a few categories where these communications take place:

  1. Delivery Orders

  2. Takeout Orders

  3. Google Food Ordering

We'll be discussing customer communications and how to set up the basic settings in our system. It's important to understand the different settings and make informed decisions to provide an optimal customer experience without overwhelming them with notifications. In this article, we'll guide you through the customer communication setup process.

Accessing Customer Communication Settings

To access the customer communication settings, follow these steps:

  1. On the left-hand side of the admin backend, click on the "Locations" tab.

  2. Select the desired locations to edit.

  3. Navigate to the "Customer Communication" sub-tab.

Order Delayed and Waiting on Restaurant Communications

We offer two different settings to handle order delays and waiting on restaurant situations:

  1. Order Delayed Communication: This setting triggers a message if the newly calculated quote time exceeds the determined number of minutes after the original quote time provided on the website. Customers receive a message notifying them that their order might be late, along with an apology for the inconvenience.

  2. Waiting on Restaurant Communication: After a specific number of minutes since the driver's arrival at the restaurant, a message is sent to inform the customers that the driver is waiting for the food to be prepared.

We provide additional communication options during the delivery process:

  1. En Route Communication: This sends a quick update to the customer, letting them know that the driver is on the way with their order. You have the choice to enable or disable this message.

  2. Arriving Soon Communication: Approximately three minutes before the driver's arrival, another text message is sent to inform the customer about the proximity of their order. However, consider not overwhelming your customers with too many messages.

Other important settings include:

  1. Relay Communication: To protect the driver's privacy, a masked number is used as the contact point between the customer's phone number and the driver's phone. This ensures that the customer cannot directly access the driver's phone number.

  2. Order Status Update: We recommend keeping only the "Delivered" checkbox selected for this setting. This allows customers to know when their food has been dropped off. Keeping all other checkboxes selected might result in an overwhelming number of status update messages.

Certain communication settings related to takeout and Order with Google orders are locked down due to the setup involved behind it. You can view the default messages, but modifications to these settings are restricted.

Keywords:

  • Smart Communications

  • Automated comms

  • Automated Communications

  • Customer Communication

  • Automated Communcation Settings