Restaurant reputation- Management

About Client

A leading restaurant reached us to boost their customer satisfaction. It is more than just another restaurant; it is a haven for vegetarians and lovers of desserts as well. They have cozy places to eat that offer an intimate setting for private dining and party halls where long-lasting memories can be built over mouth-watering dishes.

You can tell by looking at their extensive menu that there is so much quality and taste behind it. The services provided to customers do not only about delicious foods; they also include some fantastic return gifts such as indoor plants, fancy planters and sweet gift boxes which make them the ideal place for all celebrations or simply indulging yourself in sweets on daily basis.

Client Requirements

Their major objective is to enhance customer satisfaction. They are looking to build a process for efficiently managing and responding to customer reviews. By building this process, they want to ensure that every customer's experience is responded promptly by showing that they value their opinions and are committed to improving the customer experience.

The Challenge

They faced several challenges with their manual review management process:

Customer Satisfaction: The inconsistency and delays in responding to reviews resulted in reduced customer satisfaction.
Time Consuming: It took up 60% of dedicated employees' time by going through every information manually and enrolling them in google sheets before sending them to the manager.
Inconsistent Responses: There was a 30% inconsistency rate in responding to negative comments due to slow manual processes that resulted in delayed or missed responses. Most of the time, negative customer reviews were responded to the next day or even later, significantly impacting customer experience.
No Insights Available: As review management was manual process, it was hard for the restaurant to generate comprehensive reports on customer satisfaction rates. This indeed resulted in 40% gap in measuring insights regarding customer feedback.

The Implementation Process

The implementation process involved several steps:

Data Integration: This means linking Zomato, Swiggy, JotForm, and Google review data to Airtable.
AI Integration : OpenAI can be combined with Airtable, so that sentiment analysis and response generation can be performed at the accuracy of 95%.
System Testing: This is essential for ascertaining the accuracy of data collection, sentiment analysis and response generation.

The Solution

They approached iSQUARE for an automated review management system. In collaboration with OpenAI, iSQUARE designed a solution which integrated all reviews to one place into Airtable. The new system contained these features:

Automated Review Collection: All reviews from Zomato, Swiggy, JotForm and Google are automatically collected and stored in Air table.
AI-Powered Analysis: With OpenAI integrated into it, Airtable has this feature that determines whether each review is positive or negative with 95% confidence.
Automated Response Generation: OpenAI provides suitable answers for customer feedback as per customer’s feelings; 100% of positive reviews are appreciated while every negative review receives a customized rejoinder to address customers’ complaints.

Custom Reporting: In order for a manager to access custom reports generated on air table.

Custom Reporting: Airtable enables the manager to have a look at the custom reports, which would give some idea about review trends as well as customer feedback on any matter.
Training and Support: This will involve the restaurant organizing training for all its employees numbering 100% of them to effectively use the new system and provide ongoing support.

Results:

The automated review management system saved more time and effort that would have been used in managing customer’s reviews. Some major benefits included:

Increase in Efficiency:Time spent on reviewing was reduced by 80%. It saved 4 hours a day of manual work without any kind of human involvement after implementation.
Consistency: Ensured all reviews were responded to consistently and promptly, which led to higher satisfaction among clients.
Insights: This ensured the provision of completely customized reports (100%) with insightful information about customers’ perception of different aspects of their operations.

Conclusion :

By partnering with iSQUARE, they were able to streamline its customer reviews process, thus enhancing their ability to maintain high quality standards coupled with utmost customer satisfaction levels. As such, this automated review management system saved up to 80% of time while providing them with 100% actionable insight; hence they continuously met their customers’ expectations for an unforgettable experience.