As the pandemic swept across the globe, it forced numerous industries to re-evaluate how they conducted their business. The restaurant industry was no exception. Quickly adopting contactless ordering and payment systems, restaurants found that their patrons—young and old alike—embraced these technologies wholeheartedly. Fast-food and coffee chains have notably benefited from self-service and contactless ordering solutions, providing customers with a convenient and efficient way to purchase and pay for food, all while avoiding long lines. Fast-casual and dine-in restaurants were not far behind in this transition.

The introduction of contactless technology has not only improved the customer experience but also addressed managerial concerns related to labor and supply chain shortages, lockdowns, and delivery challenges. Integrated software solutions across restaurants' Point of Sale (POS) touchpoints provide real-time transaction tracking, simplifying reconciliation processes.

The Benefits of Contactless Dining

The pandemic has accelerated the adoption of digital ordering and payment technologies in the restaurant industry. Implementing these technologies enables guests to communicate, order, and pay for their meals using devices like mobile apps or online ordering platforms, making the dining experience more convenient and streamlined.

Contactless Ordering

The ability to place orders without interacting with wait staff has emerged as a significant asset in the restaurant sector. Utilizing QR codes, customers can access digital menus on their mobile devices, allowing for dynamic menu updates in real-time—whether to highlight daily specials or adjust for inventory shortages. This system simplifies the ordering process and can lead to increased customer visits and sales.

Branded Mobile Apps

Custom mobile apps have proven to be a valuable investment for many restaurants, enhancing brand visibility and helping them stay competitive. These apps facilitate menu browsing, advance ordering, and payments. Features such as GPS tracking for easy restaurant location, various payment options, reservation systems, integrated loyalty programs, order tracking, promotions, push notifications, and customer support make branded apps indispensable. Unlike third-party providers, custom apps allow restaurants to manage customer relationships directly, thus fostering a loyal customer base.

Online Ordering Software

While third-party delivery apps revolutionized food ordering, their high fees often eroded restaurant profits. Restaurants that developed their online ordering platforms have discovered that they can generate significant sales without depending on third-party services. Customers now expect online ordering availability and prefer ordering directly from restaurant-branded websites. When integrated with POS systems, these platforms streamline order processing, reduce manual errors, and minimize food waste. Additionally, they offer powerful tools for tracking customer data, opening doors to targeted marketing and engagement efforts.

Self-Service Kiosks

Self-service kiosks have evolved beyond their initial uses in industries like travel. Given current labor challenges and increasing consumer demand for self-service options, kiosks are becoming vital in the restaurant sector. These kiosks extend the POS system, ensuring a seamless customer experience whether the order is placed online, via an app, or on-site. Studies show that customers often spend more when ordering from a kiosk, especially when the menu design includes enticing upselling opportunities.

Branded Digital Gift Cards

Digital gift cards are gaining traction, evidenced by various studies indicating that a significant number of respondents load gift cards into mobile or digital wallets. Usage of digital wallets is on the rise, with digital card sales typically accounting for a substantial portion of retail revenue during holidays. These cards are also popular for personal budgeting and special occasions throughout the year. Registering gift cards online allows businesses to gather customer data and engage with them through targeted promotions. The advance revenue from gift card purchases and the additional spending that often occurs when the cards are redeemed further benefit businesses.

Contactless technology aligns seamlessly with the modern consumer's desire for personalized experiences, autonomy, and convenience. Retaining existing customers is becoming increasingly challenging, given the myriad of options available today. Technologies such as online shopping, mobile payments, and self-service kiosks have captivated a generation, ensuring that contactless solutions remain a permanent and influential fixture in the restaurant industry.