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Technology/Services

Paytronix Releases New Customer Feedback Tool

Managers can reach out with automated or customized message
Photograph: Shutterstock

NEWTON, Mass. Paytronix Systems is launching Feedback, a new module in Paytronix Order and Delivery designed to help store managers measure and mediate interactions with guests who place orders online. Feedback helps store managers identify customers with unhappy online ordering experiences so the store manager can intervene quickly.

Feedback automatically sends out a survey within two hours of the placement of a takeout or delivery order while the experience is still fresh in the customer’s mind. Customers are asked to rate their experience on a scale of 1 to 5, and the results are immediately sent via email to a store manager who also can see the customer’s lifetime value. For customers who submit a low one- or two-star rating, the manager can respond with one tap to send the unhappy customer one of several prewritten apology messages for cold food, bad food or bad delivery with a coupon asking them for another chance. Or they can send a fully customized message.

“With Feedback, it takes seconds to reach out to and recover a disappointed customer who may not visit again,” said Tim Ridgely, head of Order and Delivery for Paytronix. “One manager recovered a customer who had a bad experience on their third order. After the Feedback interaction, the customer has placed 18 additional orders, spending nearly $900 with that brand, and remains active today. The brand captured not just one additional order but years of additional lifetime value. As we help restaurants recover thousands of guests, it has become clear that this guest engagement solution can benefit every restaurant we work with.”

Paytronix Order and Delivery enables rapid processing of digital orders. It has a customer ordering interface, digital ordering management tools, more than a dozen point-of-sale (POS) integrations and loyalty integration. In addition, Paytronix has partnered with third-party aggregators to help enhance the online ordering experience.

Based in Newton, Mass., Paytronix is a provider of software-as-a-service customer experience management products for restaurants and convenience stores. More than 400 brands in nearly 30,000 locations use its software, which integrates with more than 30 POS systems.

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