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01/12/2022

Call Concierge Answers Questions Via SMS

This front-end enhancement upgrades the telephone greeting customers hear and automatically sends text messages back to the caller containing their desired response.
Anna Wolfe
Senior Editor - Restaurants
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With over 30 years experience serving 1,000+ businesses in the hospitality industry, Loyal Patron and Waitbusters Dining announce their latest strategic endeavor – The Call Concierge. This front-end enhancement upgrades the telephone greeting customers hear and automatically sends text messages back to the caller containing their desired response.

The Call Concierge was developed in response to three of the most pressing problems facing hospitality businesses today:

  • Staff stress due to competing priorities
  • Guest satisfaction due to staff shortage
  • Reduced revenue due to poor customer experience

This new service assists hospitality staff in answering phone calls and delivers an immediate response to the most common questions asked by callers.

“Staff shortages have plagued the hospitality industry since Covid-19 emerged and finding time to juggle a myriad of responsibilities, especially during peak operating hours is challenging for many businesses,” explains Shane Gau, Chief Product Officer of Waitbusters Dining. “The Call Concierge helps alleviate this problem by instantly reducing incoming phone call traffic and delivering the answers callers seek more efficiently and automatically. The end result is happier customers and staff with overall increased revenue.”

Easy to use, quick setup, no additional equipment needed

The Call Concierge can be used by any business that sees value in directing callers to their current online services and web pages. It provides callers with quick answers without requiring your staff to respond to every phone call. There's no hardware or software to install, it works with all hospitality services, and it takes less than three minutes to sign up for a no-cost 30-day trial.

“Businesses gain another massive advantage when using The Call Concierge and that is permanently storing links to online service platforms on customer’s mobile phones,” according to Loyal Patron, President and CEO, Adam Miller. “The ability to immediately receive links to online ordering menus, reservation platforms, specials, catering, and more for instant one tap access is a recipe for driving repeat business.”

For example, after hearing the greeting, a caller may press 1 to place an online or delivery order or press 2 to make a reservation. The caller then instantly receives a text message containing a link to the appropriate digital menu, reservation or wait line page.

Feedback from initial restaurant customers is overwhelmingly positive. “We get more done. Adding The Call Concierge boosted morale because the hosts are no longer distracted with deciding to respond to our customers on hold or those in front of them,” said  Dan Tufts, Buffalo Wing Factory.

“Most of the easy questions that take up a lot of time are now handled with The Call Concierge. Just giving directions or taking phone orders was a distraction. Our customers like it,” said 
Yana Alekseeva, Blackfinn Ameripub.

“Every phone call my staff doesn’t have to personally answer provides more time to devote to our in-house guests. Amazing service,” said Lisa Malgrove, Lebanese Taverna.

 

For all hospitality and restaurants businesses, The Call Concierge delivers exceptional service, easy setup, and a 30-day no-cost trial. Loyal Patron and Waitbusters are dedicated to serving the hospitality industry with innovative solutions available on a monthly subscription.