Today’s restaurant industry relies heavily on technology to deliver excellent customer experiences. From making online reservations to streamlining ordering systems, tech is crucial for catering to customers’ effectively. But what happens when technical issues arise?

Propel Software conducted a U.S. consumer survey, and more than half of respondents—54%, to be precise—expressed that they would abandon a brand after just one negative encounter. For restaurateurs, especially those catering to millennials, this figure increases to 57%. These insights underscore the critical importance of selecting a restaurant technology provider that offers impeccable after-sales support, ensuring seamless operations and sustained customer satisfaction.

Furthermore, the consequences of poor customer service go far beyond initial dissatisfaction. Recent studies indicate that organizations worldwide incur staggering losses of $3.7 trillion annually due to poor customer experiences. Notably, 51% of consumers admit to reducing or cutting their spending with a company following a negative encounter. In the case of fast-food restaurants, this figure jumps to a striking 64%.

Even the most user-friendly restaurant tech may encounter occasional issues, and that’s where customer support becomes essential. When choosing a restaurant technology provider, it’s crucial to consider important after-sales support factors that will guarantee timely and effective assistance whenever you need it.

How to Evaluate After-Sales Support in Restaurant Technology Providers

When choosing restaurant technology providers, you must consider how their after-sales support will benefit you and your entire team. Here are some key scenarios to consider:

Prompt response times: It’s a bustling Saturday night, and your waitstaff encounters an issue with the waiter app while trying to accommodate a large party. In such urgent situations, quick response times from your technology provider are essential to address the issue promptly, ensuring that reservations are managed smoothly and guests are seated without delays.

Multiple communication channels: Suppose your kitchen staff encounters a technical problem with the online ordering system during peak hours. With the pressure of fulfilling orders quickly, having various channels for support, such as phone, email, and live chat, becomes crucial. This allows kitchen staff to reach out for assistance easily, regardless of their location within the restaurant, ensuring that food preparation continues seamlessly.

Personalized assistance: Every restaurant has its own unique challenges and operational requirements. Consider the scenario where your front-of-house staff needs assistance customizing the POS system to accommodate specific menu modifications or promotional offers. In such cases, personalized assistance tailored to your restaurant’s needs ensures that your staff receives the support necessary to optimize system functionalities, streamline transactions, and enhance guest experiences.

Comprehensive resources: As your restaurant staff navigates through the complexities of restaurant technology, access to comprehensive resources is important. Imagine your management team seeking guidance on implementing a new inventory management system to streamline ordering processes and minimize waste. In this scenario, having access to resources such as knowledge bases, training sessions, and ongoing updates enables your staff to make informed decisions and maximize the efficiency of your technology solutions.

By considering these scenarios and evaluating the after-sales support offerings of restaurant technology providers, you can ensure that your entire team receives the necessary support to overcome challenges, streamline operations, and deliver exceptional service to your guests.

After-Sales Support Can Help Your Restaurant Grow

Exceptional after-sales support is an investment in the future growth of your restaurant. By choosing technology providers that prioritize your success, you can unlock new opportunities for innovation, efficiency, and revenue generation.

Future Growth

Say you’ve recently upgraded to a new inventory management system. With exceptional after-sales support from the provider, your kitchen staff receives personalized training on advanced features like recipe management and inventory tracking. This enables them to streamline operations, experiment with new dishes more efficiently, and ultimately innovate their menu offerings. For example, with improved inventory tracking, your chefs can identify popular ingredients and create innovative specials that resonate with customers, driving repeat business and fostering a reputation for culinary excellence.

Efficiency

Imagine implementing a cloud-based table management system. Thanks to prompt assistance from the provider’s support team, your front-of-house staff seamlessly transitioned to the new system, reducing wait times and optimizing table turnover. This enhanced efficiency not only improves the dining experience for your customers but also boosts your restaurant’s revenue potential. For instance, with faster table turnover, you can accommodate more guests during peak hours, maximizing revenue without sacrificing service quality.

Revenue Generation

Picture integrating an online ordering platform into your restaurant’s website. With comprehensive after-sales support from the platform provider, your management team receives guidance on optimizing menu visibility and promotional campaigns to drive online sales. As a result, your restaurant experienced a significant increase in takeout and delivery orders.

Now that you know what factors to look for when evaluating restaurant tech after-sales support, you may be wondering which providers are able to deliver exceptional products and support.

Sapaad’s Exceptional After-Sales Support

Sapaad exemplifies the commitment to exceptional customer support in restaurant technology. With the Global Support Center, Sapaad offers a comprehensive range of services designed to assist restaurant owners every step of the way. From addressing critical issues to providing in-depth training and resources, Sapaad’s support team ensures that customers can maximize the value of their platform.

• Free Support: Sapaad’s free support service promptly addresses urgent issues, minimizing disruptions to restaurant operations. Whether it’s resolving bugs, addressing printing issues, or ensuring data integrity, a dedicated Customer Solutions Engineer is available to assist.

• Knowledge Base: Accessible through the in-app help widget, Sapaad’s Knowledge Base is a trove of hundreds of searchable help articles. These articles provide easy-to-follow instructions on how to set up and run Sapaad at your restaurant with incredible ease. Whether you’re troubleshooting an issue or exploring advanced features, the Knowledge Base offers comprehensive guidance.

• Assisted Deployment: Sapaad offers a one-time deployment service to get you started with their platform seamlessly. Their team will assist in setting up your locations, configuring discounts, managing inventory, and more. Additionally, they’ll handle the installation of hardware and network configuration to best suit your restaurant’s operations, ensuring a smooth transition to the Sapaad system.

• Sapaad Academy: If you’re looking for more personalized assistance, Sapaad Academy is for you. This collection of video tutorials provides step-by-step guides on setting up and running Sapaad at your restaurant. Created to help you make the most out of your Sapaad experience, these tutorials empower your team to leverage the full capabilities of the platform effectively.

• Elite Support: Sapaad’s Elite Support subscription plan covers ongoing application maintenance, such as adding discounts, staff management, and creating combos. This plan includes 24/7 phone and email support, remote troubleshooting, and unlimited online training. With Elite Support, you can access dedicated assistance whenever you need it, ensuring uninterrupted operations and optimal utilization of the Sapaad platform.

• On-site/Remote Training: Additionally, Sapaad offers on-site and remote training sessions to help get your team up to speed with their intuitive, user-friendly system. Whether held at your restaurant location or conducted remotely, these training sessions provide comprehensive insights into Sapaad’s features and modules, empowering your staff to operate efficiently and effectively.

Through these comprehensive support services, Sapaad demonstrates its unwavering commitment to customer success, ensuring that restaurant owners have the assistance and resources they need to thrive in today’s competitive market.

Choosing restaurant technology with exceptional after-sales support is essential for staying competitive in today’s fast-paced industry. By investing in providers that prioritize customer success, restaurants can streamline operations, enhance customer experiences, and drive business growth. So, when considering restaurant technology solutions, remember to look beyond the features and functionalities—prioritize after-sales support—and set your restaurant up for success.