Customer Service for Online Ordering and Delivery

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Below you will find what I believe to be the top pillars of customer service for food delivery.

Ordering and delivery go hand in hand. The experience starts with the consumer placing the order, waiting a reasonable amount of time, interacting with the delivery drivers of a couple of seconds and finally tasting the food.

Technology can get pretty hectic if it does not work correctly. You might have experienced challenging situations with your POS system, phone, or email inbox in the past.

The same is true for your online ordering partner. Will they provide reliable customer support to the consumer and to your staff?

Delivery drivers deal with traffic, difficult parking, loading and unloading of items which can be super stressful. How can you make sure there are no conflicts between the customer and the diner?

The more control you have over the diner’s experience, the best your customer retention will be.

Here are the 3 most important aspects of generating repeat delivery business:

  1. Impeccable food quality – the diners often expect the same taste, temperature, and presentation that they would typically get from dine-in and pick-up experiences. Make sure your delivery menu contain only items that can travel well.


  2. Proper packaging and delivery gear play a significant role in maintaining the food quality. Research and test packing that will help keeping the food fresh. Make sure your delivery drivers or partners are using appropriate food delivery bags. We recommend using flatbed carts for large catering deliveries.


  3. On-time delivery – if your customers love your food, they will order again for delivery but only if they trust your delivery times. It is okay if the food takes longer to be prepared and delivered, as long as you can set the correct delivery time expectation.

    Your customers must know what to expect up front. Keep in mind that your total delivery time equals food preparation plus transit time.


Here are some tips about Restaurant Staff, Online Ordering Support and Delivery Driver Behavior:

Restaurant Staff - No one knows your food and company culture better than your staff. If a person who appreciates your food attempts to make contact with a member of your team, then do not direct the customer somewhere else. Make sure the client gets the deserved attention.

If the customer ordered though a marketplace (lead generation app) and can’t resolve the problem directly with them, then it is the perfect opportunity to invite that loyal client to order directly from your website or call your restaurant to place the order.

Online Ordering Support - I advise choosing an online ordering partner with super efficient customer service. Don’t judge the service just for its price. One quick tip is attempting to place an order for yourself and experience the ordering process and check-out.

Some of the most common challenges with e-commerce apps are: orders get lost due to integration failure, app crashes during rush time, the live phone support is hard to get through during busy hours, menu items which are no longer available or missing, incorrect prices, etc.

Live call centers usually are more effective than apps that offer online support only.

If the online ordering partner has delivery integrated then assess the quality of delivery times, driver appearance, and behavior.

Delivery Driver Behavior – you may find yourself choosing to manage in-house delivery drivers or allowing third-party drivers to deliver your food. Or more often, both. Regardless of your work relationship with the driver, they will be carrying your food to someone who appreciates your recipes.

Make sure you offer the client ways to report their experience directly to your staff/brand. Otherwise bad experiences might go unnoticed, and your customer won’t order again.

Ask your delivery provider what actions do they take when the driver’s service is not up to your expectations.

Would like further clarification or referral to some of our e-commerce partners? Don’t hesitate to contact our sales team.

Follow our post Components of Restaurant Delivery to find out more about Ordering and Delivery options.