One of the main benefits of using chatbots is getting the ability to provide 24-hour service to your customers. Learn how you can leverage this incredible tool for your Restaurant Business

1. Chatbot Marketing For Your Restaurant
Webinar
10th April 2019, 10 AM CST
Hashtag #ChatbotMarketing

2. About Us
Founded in
2015
• Data Driven Approach
• Comprehensive Customer View
• Accountable Customer Engagement
Model

3. Agenda
1. What Are Chatbots?
2. The Value of Chatbots
3. Getting Started With Chatbots
a. Social Media Chatbots
b. Website Chatbots

5. Chatbots are programs built to automatically
engage with customers visiting your website
or social media pages. These bots are
programmed to send out automated replies in
response to queries.

6. Types Of Chatbots
1. Driven by machine learning
and artificial intelligence.
It understands natural language
and commands, and uses machine
learning to adapt responses in
accordance with the context.

7. Simple Chatbots
2. Simple chatbots:
Driven by a set of predetermined answers that are
triggered in response to certain keywords. They rely
on a large database of frequently asked questions to
produce the best response and therefore may not be
correct 100% of the times.
!

8. App Interface
They can be accessed via existing chat apps
such as Facebook Messenger or Whatsapp,
chat mediums like SMS text, website chat
windows to receive and respond to
messages.
Your customers don't have to download another app to use chatbots.

10. Taco Bell’s TacoBot app
is a chatbot integrated
with Slack and it lets
users chat, order and pay
directly from Slack.
Restaurant Industry - Bot Examples

11. Shake Shack’s bot allows customers to place orders directly from their chat interface.
Restaurant Industry - Bot Examples

12. Restaurant Industry - Bot Examples
Domino’s Anywhere initiative
allows customers to order a
pizza by Facebook Messenger,
Twitter, Echo, smart TV,
smartwatch, just by texting an
emoji.

13. Why does your Restaurant Need A Chatbot
Customers these days have a very
short attention span, if they are
unable to find what they are looking
for on your website, they turn to
other options.
According to Hubspot data 55% of the customers
spend less than 15 seconds on a website.

14. Quick Response to Messages
82% of consumers look for an immediate response
from brands on marketing or sales questions.
Customers expect instant replies to
queries such as
Is your store open today?
Do you offer ordering?
Is your phone working?
No one would linger on your site for
even 2-3 minutes to get these replies.

15. Quick Resolution of Complaints
90% said an immediate response is important or very important, while
33% said being put on hold with customer was the most frustrating
Customers expect a quick and efficient
resolution to their problems or
complaints. To build long term loyalty
it becomes important to treat customer
complaint as a priority.

16. Consistent Customer Experience
An engaged customer is more likely to
buy and maintain his loyalty towards a
restaurant. Chatbots help you in
providing Superior and consistent
customer service.
Fifty-seven percent of customers have stopped buying from a
company because a competitor provided a better experience.

17. 24x7 Customer Support
Your customers service rep or marketing
team cannot be available 24x7. Chatbots
can efficiently handle after-hours
services.
64% of consumers and 80% of business buyers said they expect
companies to respond to and interact with them in real time.

18. How Can Chatbots Benefit your Restaurant

19. Chatbots can be
Employed in each stage
of the customer Journey
from awareness to
advocacy
“ “

20. A2A Customer Engagement Model
Awareness Engagement Acquisition Loyalty Advocacy
Discover &
Reach TG
Connect &
Converse
Enable
purchase
decision
Personalize &
delight
customers
Enable
customers to get
you business

21. Awareness Stage

22. Chatbots are a perfect medium
to reach out to your
customers. You can let your
customers know that you are
present and available to assist.
Awareness Stage

23. Sprout Social research
shows the number of
social messages requiring
a response from a brand
increased by 18% from
2015 to 2016.
“ “

24. Guide your Customers
Offline
Website
You can program your chatbot to engage
customers visiting your website or social
media pages:
● ask questions to guide them in the right
direction
● share menus
● Pricings
● collect their email ids.
Providing quick responses and resolving
queries helps you to create a better user
experience.

25. Engagement Stage

26. ● Real- time response to customer
queries
● On-demand assistance
● Helpful suggestions to guide
them in the right direction.
● Personalized Communication
and Advertisements.
Engagement Stage

27. After Hours Services
Your customers can get the information
they are looking for via these chatbots
even when your business is closed.
Chatbots significantly decrease the
average time taken to respond to
messages.

28. Generate Leads
You can use Chatbots to
nurture prospects and gather
email addresses of prospective
customers, which can be used
for your future marketing
campaigns.

29. Acquisition Stage

30. Acquisition Stage
● Send personalized offers and
recommendation in accordance with
a customer’s purchase history.
● Promote offers and discounts,
limited time deals or loyalty
privileges.
Generating Sales

31. ● Take Online Orders
● Easier Delivery & Takeaway
● Reduce wait times by pre-booking
orders.
● Allow customers to make reservations
Increase Sales Through Improved Order Efficiency

32. Chatbots offer a great opportunity to
cross-sell or upsell menu items. Let’s say,
some customer orders grilled steaks from
your menu, your chatbot could
recommend the Grilled Zucchini Salad or
Red Wine that go great with his order.
Food Recommendations

33. Providing around the clock customer
support requires huge investment in
terms of time and resources.
By automating conversations you
could save time and money that can
then be allocated to other efforts.
Save Time And Money

34. Most customers find it very frustrating
when they have to provide an update of
past interactions to every service rep
they interact with. A chatbot helps you
to provide a consistent experience to
your customers by automatically
updating previous chat histories of
customers.
Consistent Communication

35. Loyalty Stage

36. ● Bolster customer loyalty by
consistent engagement with regular
customers.
● Send Personalized Offers and
Recommendation to Regular
Customers
● Solicit Feedback and Reviews
● Promote your Loyalty Program
Loyalty Stage

37. Advocacy Stage

38. ● Chatbots can be used to advocate your brands by
offering incentives to customers.
● Promote your advocacy Program
Advocacy Stage

39. Getting Started With Chatbots
● Coding your own chatbot from scratch or
using NLP Platforms can be time consuming
and expensive.
● You can hire an agency to create a fully
functional chatbot for you.
● Use DIY (Do It Yourself) platforms for
building a bot - There are several platforms
which provide you with Drag ‘n’ Drop features
to build chatbots without any coding.

40. 1. Aivo
2. Botsify
3. Chatfuel
4. Mobile Monley
5. FlowXo
6. Imperson
7. It’s alive
8. Many Chat
9. Octane AI
Popular Chatbot Building Platforms

41. Chatbot Considerations
1. Define your Goals
2. Choose the Platforms
3. Build a content strategy
4. Craft your Bot’s personality

42. Define Your Goal
● Engaging your customers
● Resolving customer service issues
● Promoting menu items, offers and
deals
● Acquiring new customers
Having clear goals in mind helps you to develop a
strategy and build out a unique experience.

43. Choose Platforms to Leverage
Consider the channels you
would like to take your
programs live on.
The answer to this would depend on your
goals and also which channel could provide
you with the maximum leverage.

44. ● Check your website analytics
to see where you get maximum
visitors.
● What are these visitors doing
on your site?
● What kind of assistance or
experience could you offer to
these visitors?
Your Website

45. ● Facebook Messenger
● Twitter Direct Message
● Whatsapp messenger
Consider how many of your followers are on
Facebook Messenger and how they are using
the channel. You should also check the
audience demographics on each of these
channels.
Social Media

46. ● Think about what questions customers are likely to ask your
chatbot. Create multiple responses for every question.
● Build flows chart for each turn a conversation could take.
● Think about the kind of information you would like to
disseminate- such as information about offers or deals, your
loyalty program, specials and the like. Figure out how you can
take a prospective conversation in the intended direction while
satisfying customer needs.
Build a Framework for User Experience

47. Your chatbot is ultimately another extension of your brand.
Ensure that its voice and personality is aligned to your brand
image. Many restaurant give a name to their bot to humanize the
whole experience.
Craft Your Bot’s Voice & Personality

48. 1. Maintain Transparency: Let your customers
know they’re chatting with a bot
2. Call-To-Action Buttons to drive users to a
specific goal such as - your online ordering
page or sharing their experience with friends
on social networks.
3. Always Offer a Way to Exit.
4. Gather Customer Feedback about the
interaction with your chatbot.
5. Promote your Bot
Best Practices

49. Chatbots can give you a host of customer data
● Personal information
● Brand interactions and level of engagement
● Purchasing patterns
● Menu preferences
● Regular customer grievances
These analytics can be used to personalize future
marketing campaigns and resolving any problems
customers encounter regularly.
Getting Valuable Insights

50. Facebook Bot
● Bot configured to interact with page fans
● Identify users based on Birthday club participation
● Ability to follow through conversations
● Communication module to send out coupons &
wishes.
mKonnekt’s Bday
Bot

51. Connect With US
Contact us for a demo or questions
marketing@mkonnekt.com
Connect with us in case of any queries.
Ph: 619-566-6358 (619 -KONNEKT)
Email: marketing@mkonnekt.com
www.mkonnekt.com
Thanks For Your Time