The Customer of 2022 Takes Omnichannel Ordering for Granted

First there was retail, then came QSR’s. Now, multiple digital purchasing channels are becoming mainstream in segments such as convenience stores and casual dining as well. The demand for availability is increasing and is almost becoming a commodity for customers.

The Omnichannel approach of ordering is not new, but the contexts in which its implemented are.

What is Omnichannel Ordering?

Omnichannel ordering can briefly be described as a seamless and consistent customer experience across several channels. May it be when dining in, ordering at a kiosk or grabbing a take-away ordered through an app. No matter the hardware used or the geographical location of the order, it follows the brand and service flawlessly, in any step, anywhere. Meeting the customers where they are, in both a physical and digital environment, is vital to increasing brand loyalty, sales, and convenience. Not to mention the possibility of personalized offers that are “expected and welcomed” according to a recent study.

How to pull off an omnichannel approach?

Having multiple channels running simultaneously may sound like a hassle. And it can be. If the channels and customer experience depend on many different third parties that provide poor integrations the experience is at risk of being unclear and unprofessional. The key to pulling off an omnichannel strategy is therefore integrations and connections between the different systems. May it be the POS, App, Kiosk, or Order Ready Board. When ordering is on-demand and brands offer a personalized and brand congruent experience, a restaurant or store can achieve higher sales and a better overall customer experience.

What’s to come?

When e-commerce took over retail, it radically reshaped how customers purchased. After that, digitalization started to revolutionize QSRs. Today, customers expect that they can shop how they like, when they like – from where they like. Judging from history, this trend will continue to grow into other segments as the demand from customers continues to move towards digital.

We have the tools to evolve your channels and expand touchpoints to your customers. Through a high level of customization, seamless integrations to your tech stack, and quick setup, you can give your customers what they expect, and beyond.

Sources

Oracle. Omnichannel Pos for Restaurants, Why It Matters and How to Implement it.
Oracle, 2022. Restaurant Trends
QSR Magazine, 2022. Restaurant Automation Takes Omnichannel Approach