Empowerment through self-serve

There is power in being able to drive changes yourself. And this is not something included very well in our offers.

Partnering with the customer support team, we could identify where the best opportunities for automation and self-serve actions lied – and those matched up with the customer feedback we had been gathering. Restaurant partners wanted to be able to make changes to their settings themselves, and not rely on waiting for an email reply that might only come 2, or 5 days from now.

Up until now, if a restaurant wanted to close for a day, open a little later or even open sooner, they simply couldn’t do it on the go. They had to send an email to customer support, and wait for those changes to be made manually on their behalf. Less than ideal. But now they can do all that themselves – effectively putting them on the road to more empowered self-management. 

In those opportunities we identified, I worked directly on 3 features that are now live:

• Enabling partners to reset their password for their live orders themselves

• Creating a webform they can fill to open a customer support case 

• Enabling them to edit their open hours

It adds up to restaurants being able to be more self-reliant, and gaining more control of their operations. There is a lot more to be done, but out of those the one with the highest impact is editing their own open hours.