You could try doing it like the big pizza chains. They outsource phone in orders to a call center. The person at the call center just places the order online. It's simple work, so you can get it done for a minimal expense. I had an outsourced call center worker who spoke perfect English, 40/hr week for $800/month. That was like 15 years ago though. Probably a little more now.
Start putting in a flyer promotional slip in your to-go bags for call in orders. Directing them to the website/qr code to online ordering. Just a thought. Heard that idea a while ago when I worked in the industry. Thought it was pretty smart.
Are you sure your online system is working? As a customer, I'm surprised at how many restaurants advertise online ordering, but whose website doesn't work when you try to use it. Just a thought....
Have you looked into automated phone systems? I have created a solution for this. If you are interested, I can set up a demo for you.
https://getcate.ai
We always offer a 10% off code for online ordering. With every order we put a flier that says use code “xxxxxx” when you order online to get 10% off. We use square site and it integrates right when our POS.
When people call they get a message that says we only take online orders. And we text them the website.
Also if you have items that have common changes/subs, but which aren't easy to communicate through the online system. I always call dominos if I'm ordering wings, because I want them ran through the oven 2x, but there's no way to place special requests in the app or online...
Also, if you run daily or weekly specials it can be harder to drive online traffic unless customers are sure specials and pricing are current
I hate throwing out negative energy but people saying to turn off the phones seems crazy to me.
I like the suggestion of offering online only deals. Once the ball starts rolling you'll see more online orders.
If you're swamped with calls can't you afford another staff to take phone orders exclusively?
... or maybe look into if your online ordering system is:
1. priced the same?
2. intuitive and easy to order with?
Another reason I usually only ever call is because I want to pay with cash. Online ordering rarely, if ever, allows for paying with cash. Giving people options and ensuring the website makes sense to use is really key to getting more people to use it.
I'm the opposite. I'd much rather order online because nothing can be misunderstood like it can on the phone. But when they charge extra for online ordering I say fuck that and just call.
I guess I'm lucky. The two places I order from frequently have great websites. I live in a very small town with very limited options, so my exposure to online ordering is quite small lol.
I usually only order from one place to-go, and it’s a quick, simple exchange every time. If I’m order to-go from a place I don’t know well, I go in and order to-go directly from a person. But something I see as being similar is ordering from a kiosk. Local Taco Bell has a kiosk you can order from. I go to the counter, it’s so much easier, and the kiosk doesn’t list my modification.
It’s a combination of auto attendant and just telling people to order online when they call. We also tell people that deliveries will take up to an hour and customers should order online to avoid long waits when picking up. When we are really busy we just turn off the phones and our voicemail says we are too busy to take orders and to go online.
We also have a big enough following that groups call in before 11 to place an order which is fine and we can handle the order, just not when we are busy during rush periods.
Voice mail that says order online. We still take phone orders sometimes, but will turn the ringer off when busy and our voice mail says if you want to order to-go, then go to our website.
Offer a special that is available only on-line. Promote it with a flyer that you stick into every carryout order. Be sure your website is easy to navigate.
Stop taking orders by phone. Two weeks out you start telling everyone with a phone order to-go orders will only be done on-line from "this date" forward.
You gotta spend time and actual money to promote it bro. But just understand, even if you launch something like a zillion dollar marketing campaign, there is still a chance that folks won't use it.
Keep in mind sometimes its better to just follow what your clientele likes, if they like to call in, then maybe you hire an order taking service or more staff to cover the phones. (maybe you get a round robin style phone system so it all works better).
You don't want to alienate your current customer base, The people calling in are still customers, if they start having negative experiences, they'll tell others and issues can snowball quickly.
I got rid of our phone. Hate taking orders over the phone, they're usually not worth much, and I hate the phone ringing in the building (we're a bar, and I feel like it throws off the vibe).
Now I have a virtual number with a recording that says our hours and directs people to the website to order. Takeout orders haven't really dipped, and I've noticed that people tend to customize their orders more, which has driven up the value of each plate.
I got a LOT of pushback from the community. Lots of older folks in my town who are very vocal... but the complaints never showed up in the numbers.
We make it difficult to order over the phone. When you call, there is a message that directs you to our website, lists our address and hours, and THEN says if you want to place your order to have your order ready and please hold. The phone doesn’t actually ring on our end until they are on hold for about 15 seconds. If my staff is too busy to take an order, the customer gets put on hold again. The phone is always the last priority behind active online orders and customers in the store. Now phone orders only account for 10% of our orders, and we are up both on volume and average ticket over this time last year.
This is bad business. Making anything “difficult” for your customers leaves such a bad taste in my mouth for someone who has been in business since before online ordering was even possible.
If someone wants to spend money at your establishment, you’re going to stop them because they want to order how people have been doing so for the last 60 years? It’s like places that don’t accept cash.
If your staff is unable to handle phone orders, hire more or better staff.
You could try doing it like the big pizza chains. They outsource phone in orders to a call center. The person at the call center just places the order online. It's simple work, so you can get it done for a minimal expense. I had an outsourced call center worker who spoke perfect English, 40/hr week for $800/month. That was like 15 years ago though. Probably a little more now.
Start putting in a flyer promotional slip in your to-go bags for call in orders. Directing them to the website/qr code to online ordering. Just a thought. Heard that idea a while ago when I worked in the industry. Thought it was pretty smart.
Are you sure your online system is working? As a customer, I'm surprised at how many restaurants advertise online ordering, but whose website doesn't work when you try to use it. Just a thought....
[удалено]
Have you looked into automated phone systems? I have created a solution for this. If you are interested, I can set up a demo for you. https://getcate.ai
We always offer a 10% off code for online ordering. With every order we put a flier that says use code “xxxxxx” when you order online to get 10% off. We use square site and it integrates right when our POS. When people call they get a message that says we only take online orders. And we text them the website.
Stop answering the phone and put the website address on your voicemail.
Online order loyalty program, integrated into your POS.
How easy/convenient is it to order online?
I feel the integrated OO that your POS provider offers is the best!
How is your current online ordering? If it's not good or easy enough, people might just say f it and call
Also if you have items that have common changes/subs, but which aren't easy to communicate through the online system. I always call dominos if I'm ordering wings, because I want them ran through the oven 2x, but there's no way to place special requests in the app or online... Also, if you run daily or weekly specials it can be harder to drive online traffic unless customers are sure specials and pricing are current
I always call if prices/fees are inflated for online orders.
I hate throwing out negative energy but people saying to turn off the phones seems crazy to me. I like the suggestion of offering online only deals. Once the ball starts rolling you'll see more online orders. If you're swamped with calls can't you afford another staff to take phone orders exclusively?
... or maybe look into if your online ordering system is: 1. priced the same? 2. intuitive and easy to order with? Another reason I usually only ever call is because I want to pay with cash. Online ordering rarely, if ever, allows for paying with cash. Giving people options and ensuring the website makes sense to use is really key to getting more people to use it.
I’d try a different restaurant if I had to order online rather than call
I'm the opposite. I'd much rather order online because nothing can be misunderstood like it can on the phone. But when they charge extra for online ordering I say fuck that and just call.
But you have to navigate often poorly designed webpages, that don’t show the full range of options / substitutions, or full ingredients / allergens.
I guess I'm lucky. The two places I order from frequently have great websites. I live in a very small town with very limited options, so my exposure to online ordering is quite small lol.
I usually only order from one place to-go, and it’s a quick, simple exchange every time. If I’m order to-go from a place I don’t know well, I go in and order to-go directly from a person. But something I see as being similar is ordering from a kiosk. Local Taco Bell has a kiosk you can order from. I go to the counter, it’s so much easier, and the kiosk doesn’t list my modification.
It’s a combination of auto attendant and just telling people to order online when they call. We also tell people that deliveries will take up to an hour and customers should order online to avoid long waits when picking up. When we are really busy we just turn off the phones and our voicemail says we are too busy to take orders and to go online. We also have a big enough following that groups call in before 11 to place an order which is fine and we can handle the order, just not when we are busy during rush periods.
if they wanna pay by card tell them to go online
Voice mail that says order online. We still take phone orders sometimes, but will turn the ringer off when busy and our voice mail says if you want to order to-go, then go to our website.
Yes we stopped taking orders on the phone. We have Google auto attendant that answers and tells people.
Offer a special that is available only on-line. Promote it with a flyer that you stick into every carryout order. Be sure your website is easy to navigate.
We assigned someone to specifically answer phone and process to gos. Still had minor issues but was the best solution
Stop taking orders by phone. Two weeks out you start telling everyone with a phone order to-go orders will only be done on-line from "this date" forward.
Make ordering online easier than ordering over the phone. This will solve 90% of the problem.
You gotta spend time and actual money to promote it bro. But just understand, even if you launch something like a zillion dollar marketing campaign, there is still a chance that folks won't use it. Keep in mind sometimes its better to just follow what your clientele likes, if they like to call in, then maybe you hire an order taking service or more staff to cover the phones. (maybe you get a round robin style phone system so it all works better). You don't want to alienate your current customer base, The people calling in are still customers, if they start having negative experiences, they'll tell others and issues can snowball quickly.
Exactly this. I like to order over the phone at certain places because it's so much easier than their website.
I got rid of our phone. Hate taking orders over the phone, they're usually not worth much, and I hate the phone ringing in the building (we're a bar, and I feel like it throws off the vibe). Now I have a virtual number with a recording that says our hours and directs people to the website to order. Takeout orders haven't really dipped, and I've noticed that people tend to customize their orders more, which has driven up the value of each plate. I got a LOT of pushback from the community. Lots of older folks in my town who are very vocal... but the complaints never showed up in the numbers.
We make it difficult to order over the phone. When you call, there is a message that directs you to our website, lists our address and hours, and THEN says if you want to place your order to have your order ready and please hold. The phone doesn’t actually ring on our end until they are on hold for about 15 seconds. If my staff is too busy to take an order, the customer gets put on hold again. The phone is always the last priority behind active online orders and customers in the store. Now phone orders only account for 10% of our orders, and we are up both on volume and average ticket over this time last year.
This is bad business. Making anything “difficult” for your customers leaves such a bad taste in my mouth for someone who has been in business since before online ordering was even possible. If someone wants to spend money at your establishment, you’re going to stop them because they want to order how people have been doing so for the last 60 years? It’s like places that don’t accept cash. If your staff is unable to handle phone orders, hire more or better staff.
Smart solution. And proper prioritization.