Guest Recovery and Retention Solutions for Restaurants

With our guest retention solutions, consumer affairs representatives at all experience levels are equipped to deliver knowledgeable, attentive, and efficient service. They unify customer data, feedback, and knowledge within a single, powerful, and flexible application.

Using our ePowerCenter customer relationship management solution, a consumer affairs representative can view a consumer’s complete interaction history, issues, addresses, loyalty information, and more—whether the interaction was initiated via phone, email or Web form. They can quickly identify guests, address concerns, resolve issues, and offer solutions that help to turn a negative experience into a positive one.

Within ePowerCenter, representatives can quickly access helpful, contextual information such as scripted answers, graphic images and full multimedia files. This helps them answer questions, resolve issues, and deliver value-added information—all while adhering to policies and procedures.

Through intelligent suggestion rules, flexible letter and email templates, and powerful fulfillment capabilities, our guest recovery solutions help to deliver the optimal response and follow-up communication for each consumer and issue. This improves recovery efforts, removes guesswork and dramatically reduces your representative’s workloads.

In addition, ePowerCenter enables your organization to define and pre-approve compensation types—preapproved coupons, discounts, and gift certificates—along with incident letter content for each type of situation. It empowers service representatives to extend goodwill and issue cash and non-cash compensation as appropriate.

When a specific issue arises, the system automatically suggests the appropriate letter and enclosures, customized for the consumer and issue at hand. These capabilities ensure that your follow-up communications are effective, timely, compliant, and consistent to help mitigate risk.

Corrective action is easy with ePowerCenter. Regardless of whether a guest didn’t like an item’s presentation or experienced disappointing service at a specific location, your representative is equipped to capture all the right details of their experience to respond appropriately.

It assists your representatives in quickly capturing relevant details, with intelligent lookups of guest histories, pre-established reason/issue codes, restaurant locations by addresses and landmarks, menu items, current promotions, and others. This reduces data entry burden and errors, and enables representatives to focus on serving the customer.

In addition, ePowerCenter acts as an early warning system for problems that could lead to food quality concerns, product recalls, or undesirable publicity.

When incoming complaints match the specific issue alert threshold that has been established by your organization, the system sends notifications to alert key stakeholders—such as those in quality assurance and legal departments. These individuals can then drill down into the details to identify the root cause of issues, make informed decisions, and resolve problems—before they escalate to an uncontrollable level.

Our guest retention solutions can protect your company from fraudulent claims, dramatically improving your profitability. These guest recovery solutions help manage and monitor customer goodwill programs to determine their success and to protect against excessive loss.

ePowerCenter enables representatives to view a consumer’s interaction and issue history in detail. It alerts them when a consumer has repeatedly requested goodwill and/or compensation. It also prompts them on the appropriate action should a consumer be at a pre-established goodwill request threshold.

In addition, ePowerCenter’s detailed reports help managers track how much goodwill has been issued, as well as the impact of these activities.

Our guest retention solutions provide valuable insights from all of your customer service interactions that can help you improve your company’s marketing, sales, packaging, and product development efforts.

ePowerCenter’s sophisticated reporting capabilities allow real-time customer feedback to be captured, analyzed, and quickly distributed across the organization.

Decision makers can identify the root cause of problems, changes in customer preferences, and opportunities where customer needs are not being met—all in real-time. They can also gauge consumer reaction to new products, packaging and promotions, quickly identify issues impacting customer loyalty, and identify restaurant locations, processes, menu items, and products that are not meeting company standards.

Our system enhances service recovery efforts by removing the corporate and local restaurant/franchisee communications gap. When appropriate, it can immediately route customer comments and complaints to the appropriate restaurant manager or franchisee for resolution.

With our guest recovery solutions, a customer complaint can be captured at the contact center as a recording and routed in real-time to the appropriate restaurant manager. The manager listens to the feedback as the customer stated it, hearing all the details about their experience while receiving added context through their tone, points of emphasis and word choice. The manager can take action because they are provided the information they need to personally follow-up with the customer. The guest is delighted with the unexpected level of responsiveness they receive.

The restaurant manager can quickly update the corporate office on the results of the interaction through a Web form or an IVR system. In the end, the restaurant manager has established goodwill with the customer, the company has gained valuable end-to end insight about the interaction, and corporate has protected the brand.