Serving Memorable Restaurant Experience

Adopt a Journey-Based Approach to Customer Experience
We enable restaurants to adopt a journey-based approach to managing customer experiences. Capture real-time feedback on ambience, staff and other facets of CX along the journey in order to track evolving customer expectations and needs.
Find out the kind of experience and service customers expect from you, and formulate action plans based on insights in order to stay in sync with their aspirations. Identify the levers of customer experience and ensure that every customer touchpoint is optimized to deliver delight.

Optimize Micro and Macro Journeys
Brand image is paramount for restaurants. Every interaction with your customers plays a crucial role in shaping their perception of you. Which is why we give restaurants the ability to view and switch between macro and micro customer journeys, and investigate experiences in detail.
Be it an interaction with the waiter, or the process of making an online reservation, analyze journeys to understand inconsistencies in the restaurant experience. Compare different customer groups and gain actionable insights at each stage with recommendations on customer likes/dislikes, how to improve loyalty, retention, and more.

Address Critical Painpoints along the Journey
With our Journey Builder, restaurants won’t just be able to build end-to-end customer journeys but also identify exactly where, when and how along the journey do customers face issues and need assistance. Is there an issue with staff behavior? Or is there a problem with the variety of dishes offered?
Readily derive actionable insights from customer feedback with our journey-based approach to customer experience. Proactively uncover and address critical pain points, and consistently deliver delight.

Dynamic questionnaire Builder to Create Surveys Effortlessly
Our Questionnaire Builder helps restaurants create and customize surveys for customers in no time. Select from different question types – Yes/No, Multiple-Choice, Rating, Open-text, and more – and create unlimited surveys for different customer groups and phases of their journey.
Use our drag-and-drop functionality to easily add, delete, reorder or edit questions. Insert triggers and conditions to create different questionnaire flows based on the responses received.

Collect Feedback across Multiple Touchpoints and Channels
Collect customer feedback across 17 different physical and digital touchpoints. Use our omni-channel surveys to constantly engage with customers and track expectations in real-time, and ensure that you are always listening to what your customers have to say.
Take advantage of channels such as Email, Website, Smart Devices, QR codes, IVR, Pop-up surveys and more to track restaurant customer experience dynamically. Our omni-channel framework allows you to collect feedback across various touchpoints.

Centralize Customer Feedback from all Channels
Customer feedback collected from our omni-channel surveys is stored in a centralized dashboard in real-time. Be it the email survey you send post a customer interaction, or the tablet feedback you collect at your restaurant, all data is combined and analyzed in an aggregated manner.
Eliminate silos and view customer experience holistically on our CX platform. This helps create a consistence customer journey right from helping customers book reservation to having seamless interactions with frontline staff and ensuring high food quality.

Create What-If Scenarios with Predictive Analytics
Go beyond knowing what your customers want today. Leverage our platform’s predictive and prescriptive analytics to anticipate what customers want, predict customer behavior and proactively address critical issues before they blow up into larger company-wide problems.
Run what-if scenarios to map the financial impact of future policies and initiatives in your restaurant. What is the impact of improving ‘variety of dishes’ by 15%? Comparing various what-if scenarios aids in prioritizing investments.

Use Path Analysis to Identify the Drivers of Restaurant Experience
What are the factors that contribute to customer experience? Restaurants can identify the underlying factors (staff behaviour, ambience, or range of dishes for instance) that influence the restaurant experience, understand correlations between them and then establish causation.
Does ambience have the maximum correlation with high NPS ratings? What drives a high rating for your restaurant ambience? Get ground-breaking insights on how various aspects of the restaurant experience impact each other and use these insights to create delightful experiences.

Discover Customer Sentiment with Deep Learning
Leverage deep learning and machine learning to uncover sentiment behind conversations that customers have about your brand. Track comments on social platforms, review sites, other third-party sites, and open-text responses and bucket the sentiment as positive, negative, or neutral.
Choose between Microsoft Azure ML, IBM Watson, and CloudCherry’s own proprietary deep learning algorithm to analyze sentiment from open-ended comments.

Address Customer Feedback in Real-Time
With CloudCherry’s real-time customer experience platform, stay on top of customer feedback at all times. Be alerted of negative feedback and take action immediately. You can also set alerts for positive feedback to identify frontline staff, waiters, etc. who can be recognized and rewarded.
Set dynamic triggers in omni-channel customer surveys. For instance, get notified in real-time for when a customer rates ‘quality of food’ less than 5 out of 10 with the alert being sent to the concerned branch manager who can then look into the issue instantly.

Set Alerts for Multiple Teams across Touchpoints
Set real-time alerts on customer feedback at multiple touchpoints for multiple teams in order to proactively identify unhappy customers and resolve their issues on time.
Our customizable notifications engine allows you to create unlimited notifications across multiple channels. The alerts can then be disseminated to different teams and employees – chefs, waiters, regional managers and more.

Create Personalized Dashboards and Scorecards
We make sure that every department in your organization, right from the frontline staff to the chefs and branch managers, are empowered with the right set of insights to enhance the restaurant experience.
Create dynamic views for different teams, and set and track specific KPIs around NPS, CSAT, etc. Also, compare performances across different touchpoints, to precisely identify shortcomings and fix customer issues proactively.